Salesforce Lightning Experience Transition

Migrating a Service Cloud implementation from Classic to Lighting with minimal user disruption.

Global Publishing Business

A global publishing business with heritage stretching back over 200 years, responsible for some of the world’s most popular titles.

Case Studies / Salesforce Lightning Experience Transition

The Challenge

Having made the strategic choice to use Salesforce for their business several years ago, Alscient worked with the client to continuously improve their implementation of Salesforce, taking advantage of best practices and adopting a “clicks before code” approach. As Salesforce have switched focus to the Lightning User Experience over more recent releases, the client needs to continue to be able to utilise the updated features and optimised user interface provided by Lightning whilst maintaining continuity of their customer services and operations. Transitioning to Lightning from both technical and business viewpoints with minimal disruption was key to success.

The Solution

Salesforce Service Cloud, providing end to end case management for the support of their customer services and logistics teams across the world was migrated from Classic to Lighting via a phased team by team rollout. By maintaining their Salesforce environment on both Lightning and Classic, we were able to deploy Lightning on a team by team basis allowing users to familiarise with the new interface as well as identify and resolve edge cases that need to be updated to work with Lightning.

The People

End user engagement was a key driver to ensure a controlled and seamless transition. User testing was extended to ensure that all teams were able to test and provide feedback on the data and core business processes. Once the testing was concluded and approved for go live, rollout was carried out on a team by team basis by updating profiles so that the rate of change was controlled.

The Result

An updated interface, optimised for Lightning was implemented with zero down time for the business. This enabled Alscient to work with the client to move forward with their internal development roadmap and further optimise their use of Salesforce to drive their business forward.