Migration and Conversion of More than 500GB of Siebel CRM Data to Service Cloud® and Community Cloud Enable Infinera to Build a Future-Ready Business Model
When Jade Global performed an initial analysis of Infinera’s Siebel system, it realized that many of the challenges Infinera faced were related to the user interface and inability of end users to quickly perform basic functions.
Ähnlich wie Migration and Conversion of More than 500GB of Siebel CRM Data to Service Cloud® and Community Cloud Enable Infinera to Build a Future-Ready Business Model
Ähnlich wie Migration and Conversion of More than 500GB of Siebel CRM Data to Service Cloud® and Community Cloud Enable Infinera to Build a Future-Ready Business Model (20)
How to Troubleshoot Apps for the Modern Connected Worker
Migration and Conversion of More than 500GB of Siebel CRM Data to Service Cloud® and Community Cloud Enable Infinera to Build a Future-Ready Business Model
2. Complex Integration Structure
Requires Significant
Customizations
When Jade Global performed an initial
analysis of Infinera’s Siebel system, it
realized that many of the challenges
Infinera faced were related to the user
interface and inability of end users to
quickly perform basic functions. There
were complex region and line of business
compliance needs. This resulted in a
unique service account concept, which
required a solution architecture with
Master Data Model (MDM).
Jade Global facilitated the project
introducing an agile methodology style.
Infinera was transitioning away from a
waterfall methodology of project
management. Jade’s project team made
significant design and customizations. The
licensing process was on a 16-week
timeline, which demanded a tight
schedule. As a result, Service Cloud® had
to be deployed in a single cutover over the
course of one weekend.
For years, Infinera’s system had been
overused. Many patches had been
created in Structured Query Language
(SQL) commands as workarounds to
interact with the system. This resulted in a
complex structure with multiple
integration points that made the system
difficult to manage and maintain.
Furthermore, the out-of-the-box features
of Salesforce only allowed for less than 5
GB of data to be transferred. Jade’s
development team faced the challenge of
migrating more than 500 GB!
requirements could not be met by
Salesforce’s out-of-the box functionalities.
Jade’s development team had to custom-
ize and build enhancements to meet
those requirements.
When designing a wholistic solution, Jade
Global placed a high level of importance
on building entitlement-based software
downloads. Jade integrated Infinera’s
existing products with Salesforce
Customer Communities to provide a
single platform for licensing and other
customer needs. Jade created a central-
ized documentation platform for a
complete knowledge base and filters to
quickly access documents. A functionality
for receiving notifications was added for
product information and support. The
result was a next-generation, Service
Cloud® and Communities solution that
had integrations with SAP, and internal
custom applications. Throughout the
process, Jade’s project team adhered to
Infinera’s branding guidelines to ensure a
consistent customer experience.
The second half of the solution involved
performing a complete data cleansing
and migration from Siebel and creating
new processes for technical support and
RMA. Jade Global’s highly qualified
development team used compatible
applications to migrate large volumes of
data from the external system to Sales-
force® Cloud. This included more than
50,000 cases, 4,000 accounts, 10,000
contacts, 150,000 entitlements, 25,000
service contracts, and 100,000 assets. Jade
Global established tight data governance
measures to ensure data was kept secure
and that there were no errors. The new
solution offered service-level agreements
and dashboards for quick and easy
tracking. Data analytics and reports were
easily accessible to Infinera’s executives
from anywhere, at any time, and on any
device. This enhanced transparency and
control of activities for business units
within Infinera. Following the
implementation, Jade provided support
Solution Delivery and Process
Jade Global’s technology experts
conducted a series of workshops and joint
application development sessions with
Infinera. The workshops helped provide a
wholistic view of the business challenges
and processes. When Jade initiated the
project, it realized that Infinera’s business
The Solution
Service Cloud® and Community Cloud
implementations with extended brand
guidelines
Cutover from Siebel and .NET web property
Salesforce integration with SAP, MSFT
on-premise, and internal custom
applications
Salesforce integration with warehouse
management
Case Lifecycle integration with RMA
transactional data
Dynamic Salesforce Lightning
development of Service Cloud®
Entitlement-based software; one
centralized platform to quickly access
documents and train users
Implementation of product and service
notifications to effectively communicate
support information to users
Data conversion of Legacy case records,
attachments, and large files
Custom SLA dashboards created for
continuous monitoring
Case hierarchy reports created for quality
managers
Single platform for support and sales
teams to work in collaboration
Business Challenges
Complex region and line of business
compliance needs resulted in a
unique service account concept that
required significant design and
customizations
Infinera’s existing CRM was
customized heavily over the years.
Upgrades and enhancements were
difficult
Over 500 GB of data needed to be
migrated from Infinera’s external
system into Salesforce
A tangled UX navigation made the
experience dull for end users
The licensing process demanded a
tight project schedule