From pre-sale to implementation to post-sale, makepositive relies on visuals to improve internal and external communication and provide the ultimate customer experience.
makepositive is a multi-award-winning Platinum Salesforce consulting partner with more than 1,000 successful project deliveries so far. When a customer turns to makepositive for their Salesforce needs, they gain a team of professionals dedicated to providing a seamless experience. But what goes on behind the scenes to make this award-winning customer experience possible? The team at makepositive is working visually with Lucidchart to convey ideas, collaborate in real time, and increase understanding.
Pre-sale: Creating solutions for customers
Eduardo Rotenberg is Head of Solutions Engineering at makepositive and heads up the pre-sales process. He works with the sales and delivery teams to come up with the right solution for the customer and to determine the corresponding timeline and cost. He and his team’s first step is to dive into the customer’s processes and requirements so they can determine the customer’s needs.
After gathering this information, the team collaborates internally to create a Lucidchart diagram showing the in-progress sales or support process with Salesforce implemented. They can have one person completing this document, or they can have multiple people working on the document at the same time. The diagram is exported as an image to be included in the SOW sent to the customer.
Eduardo and his team also create solution diagrams in Lucidchart, which are visual representations of what the solution will look like from a functional perspective. These visuals include integration points between Salesforce and any other system. The deliverable goes through a review process to ensure everything is represented accurately. It is also included in the proposal for the customer and, if successful, passed to the delivery team for implementation.
Finally, Eduardo uses Lucidchart to create team structures, which are similar to org charts and introduce the client to the team who will be working on the customer’s solution, mapping out each individual and their role. These visuals serve as a justification of cost, as the customer’s price depends on the number of people involved.
As Eduardo and his team create these visuals, they store them in Lucidchart in folders organized by customer, which makes it easy for anyone to locate and access.
“We’re very busy, so it needs to be quick. It has to be something we can reuse quickly and that is easy to see. Having these folders is very useful for finding historical templates and documents.”
Eduardo loves Lucidchart for its collaboration features and ease of use that Visio and his other previous diagramming tools lacked. He uses templates in Lucidchart because they give him the standard symbols and standard functionality he needs.
“I enjoy the collaboration because most of the time I'm working as part of a team, and it's just very easy to share in Lucidchart. And it's very easy to actually get people to contribute, as opposed to saving it as an image and then having version control issues.”
And these visuals make a difference in his team’s interactions with customers.
“Customers don't read all the text that we might put in there. Visuals are just a good way to summarize information. They’re very powerful as a selling tool or as an explanation.”
Implementation: Mapping implementation with visuals
Once Eduardo and his team have sealed the deal, Emma Watts, Implementation Practice Lead at makepositive, heads up a team of implementation consultants charged with getting the customer’s solution up and running.
Her team relies on Lucidchart to create roadmaps outlining the phases of implementation. Sometimes a client just wants to start with a minimal viable product until they have more budget. But in getting that MVP out there, the team also needs to scope out the logical order of the next steps so the customer understands the progression towards a complete implementation. These visuals act as a strategic staircase to show how each piece builds on itself.
Each piece of the roadmap needs a process map showing how the business will function with this phase of implementation. Using swimlanes, the team shows who’s responsible for what when, such as what occurs when the marketing team enters a lead and how that impacts the sales team. The team works with the customer to ensure these process diagrams are accurate.
“Using visuals for this process is so much better. It’s so much easier to understand. If you just show someone a list of things, they’re going to look for what they want to see and check that off. When you have an actual visual, they have to engage with it, and they’ll actually notice things that are missing or not right. It’s literally making sure everyone is on the same page.”
With everyone on the same page, there is less rework for Emma and her team. And there’s less potential for disagreement with customers—everyone knows what is in or out of scope.
Her team uses Confluence and has a space for each customer, and finished diagrams are stored there. These diagrams are also passed off to the managed services team—the diagram is an easier way to communicate since this team is located in a different office location.
“Lucidchart makes communicating between globally dispersed teams so much easier. If there are any language issues, it’s easier. It’s faster to understand. And you have everything in context in one spot. You don’t have to look in a bunch of different places—you can understand what you need to know just by looking at a diagram.”
Post-sale: Ensuring customers make the most of Salesforce
Even after implementation, makepositive’s services continue. The managed services team in India supports clients to ensure they get the most out of their Salesforce platform by keeping it up to date and making clients aware of new releases or improvements they can take advantage of.
Mehraj Singh is a business analyst on this team, and he relies on Lucidchart to complete documentation for each of his clients. He documents all aspects of a client’s business so that when new team members join, they can easily come up to speed. Instead of sitting down with employees to try and explain a client, they can simply direct them to the Lucidchart documentation for onboarding.
Mehraj seeks to understand everything about a particular client—their business processes, Salesforce instance, geography, customers, integrations with third-party applications, etc. He gathers this information by conducting customer calls but also by diving into their Salesforce instance. And he documents it all in Lucidchart. He builds process flows for different aspects of the business and sequence diagrams to map third-party integrations. He also uses Lucidchart’s Salesforce schema import to easily build ERDs of the customer’s Salesforce instance. Unlike Salesforce’s schema builder, Lucidchart doesn’t implement changes right away but instead allows Mehraj and his team to collaborate on ideas and gain approval before changes are put into place.
After making his diagrams, Mehraj passes them to the technical consultants for review to ensure everything is correct. Documents are stored in folders within Lucidchart—every client has their own. These visuals supplement written documentation and are also sent to clients for their reference.
His favorite thing about Lucidchart is the ease of use. “I find Lucidchart very easy to use, especially with respect to other platforms. You don’t need to install any software, which makes my life a lot easier. I really like using the Salesforce schema import to create ERDs,” he says.
And Mehraj has found that Lucidchart helps employees to onboard more quickly.
“Lucidchart makes it really simple for employees to understand everything about a client rather than having to just go figure it out on their own. It lessens the learning curve and helps them get started in their new roles as quickly as possible.”
From pre-sale to implementation to post-sale, makepositive turns to Lucidchart to ensure they provide the ultimate customer experience.