Since 1884, NCR has been at the forefront of the transactions that run the world around us. From small cafés to the most sophisticated banks and retailers on the planet, NCR powers the technology that makes your every day easier. It is headquartered in Atlanta, GA, and has over 34,000 employees in 160 countries, with solutions distributed in 141 countries.
NCR implemented Salesforce over ten years back, and today there are more than 1500 users across the globe. The Salesforce customizations were built over time and needed optimization to fit today’s digital mindset.
As a result, it became the focal point when the client executives decided to migrate to Salesforce Lightning. They wanted to reduce the tech debt, enhance the user experience, and generate actionable insights, making Salesforce the critical enterprise application with all thing’s customer.
The key challenges were:
As a result, adoption was low, sales reps hated it, and management struggled to get insights on sales and customer success.
Bolt Today used a Human-Centric Design Thinking approach that involved understanding the user experience not just from a “doing” perspective but also aligned with human behavior of thinking and feeling.
Bolt Today’s solution was centered around three aspects:
Bolt Today leveraged its Metrics framework, performed a deep technical analysis of current implementations, and replaced custom code with out-of-the-box Salesforce features to achieve the first two aspects.
To provide accurate insights and actionable dashboards to management, Bolt Today designed custom dashboards as shown below.
These dashboards supported multi-currency and multi-language and were rolled out to all 1,500+ sales teams across the globe. As a Salesforce implementation partner, the Bolt Today team also implemented sales performance dashboards with gamification built into them.
Due to these challenges, Bolt Today had to work with multiple teams, define the data governance, and help decouple complex integrations. However, after defining and implementing the proper data strategy, and integration architecture, Bolt Today generated meaningful Dashboards.
“Bolt was very easy to work with. They understood the complexity, integrated with internal teams and helped transformed our Salesforce."
Derek Minnich,VP IT NCR