Client Profile:

• Company: Global Parks & Resorts
• Industry: Theme Parks & Entertainment Resorts
• Salesforce Application Instance: Salesforce Classic & Salesforce Lightning

Introduction:

In recent years, businesses have increasingly recognized the need to adapt to evolving technology to stay competitive. One crucial aspect of this adaptation is migrating from Salesforce Classic to Salesforce Lightning, a more modern and user-friendly platform. This case study explores the journey of Global Parks & Resorts, a global entertainment enterprise, in migrating to Salesforce Lightning and the significant benefits realized through this transition.

Opportunity/Problem Statement:

Global Studios faced several challenges with their existing Salesforce Classic setup, as follows:

• Outdated Classic User Interface: The Salesforce Classic interface lacked the dynamic and intuitive design of Salesforce Lightning, such as using only Visualforce pages, affecting user engagement and efficiency.
• Limited Usability: Employees struggled with accessing Salesforce on mobile devices due to the limitations of Classic’s mobile interface, hindering productivity in the field.
• Inefficient Workflows: Classic’s workflow automation capabilities were limited, leading to manual and time-consuming processes that impacted overall operational efficiency.

Business Benefits Provided:

The primary objectives of the Salesforce Lightning migration were to eliminate existing multiple manual processes and transform Salesforce into a comprehensive platform that allows all team members to achieve the following benefits:

1. Improved User Experience: Upgrade to the modern and intuitive Salesforce Lightning interface, including Dynamic Pages, to enhance user engagement and productivity. Improve out-of-box SF features/better response time.
2. Streamlined Workflows: Leverage Lightning’s advanced automation capabilities to streamline and optimize business processes, reducing manual efforts and errors.
3. Scalability and Extensibility: Develop an application within Salesforce Lightning that is not only robust for the current requirements but is also designed to be easily scalable and extendable for future business needs and growth.
4. Integrated Guest Recovery: Implement functionalities within Salesforce Lightning to seamlessly integrate guest recovery processes, allowing the team to proactively address onboarding issues and enhance the overall guest experience.
5. Effective Communication for Risk Mitigation: Utilize Salesforce Lightning to establish effective communication channels among team members, promoting collaboration and enhancing risk mitigation strategies through real-time information sharing.
6. Enhancements: Migrating to Salesforce Lightning allows for the incorporation of advanced features such as:a. Global Search: This provides a more intuitive and efficient way to search for information across the Salesforce platform.
   b. Advanced Legal Case Search: improves the productivity of legal teams by enabling them to quickly locate relevant case information.
   c. Accommodations & Travel Party: streamlines the process of managing accommodation and travel arrangements, leading to improved efficiency and customer satisfaction.
7. Profile access/Permission set: Salesforce Lightning offers more robust profile access and permission set management capabilities compared to Classic.a. This allows for more granular control over who can access specific features and data within the system.
   b. Error messages for unprovided access help maintain data security and integrity by alerting users when they attempt to access information they are not authorized to view or modify.
8. Updates Classic page layouts: Migrated Classic page layouts into Lightning record pages or dynamic forms to enhance user experience and productivity. Lightning record pages are more customizable and display relevant information based on user interactions.

Results:

• Assessment and Planning: Conducted a thorough analysis of the existing Salesforce instance, identified customizations, and formulated a migration plan.
• Design Architecture: Our experts create a Design Architecture which acts as a blueprint of the Salesforce CRM solution, mapping business entities and processes onto Salesforce Cloud Data Model. Designed a scalable and flexible architecture for Data model for “Lost and Found” object & “Accommodation” object that can adapt to future business needs.
• Data Migration: Migrated data securely from Classic to Lightning, ensuring data integrity and consistency across the platform. Lost & Found Items records were migrated from classic objects to case objects.
• Customization: Customized Lightning components to align with specific business processes, enhancing automation flows, creating Profile access based on roles and updating Lightning record pages providing dynamic user experience.
• Quality Testing: Rigorously tested the Lightning environment to identify and resolve high-end & low-end potential issues before production deployment. Expanded the scope of testing to include functionality along with performance, security, and user acceptance.
• Data privacy & Security: Implemented a comprehensive data privacy and security strategy, provided profile access based on Roles and organizational hierarchy by creating multiple permission sets to provide custom permissions to different users.
• User Manual Guide: Provides comprehensive user manual of Lightning setup implemented to familiarize the users with the new Lightning interface, ensuring a smooth transition.
• Phased Releases: Strategically planned phased releases to prioritize zero downtime and deliver incremental value to users with each release. Implement feedback loops to gather user input and continuously improve the system based on their needs.

Conclusion: The successful migration from Salesforce Classic to Salesforce Lightning has positioned Global Parks for greater efficiency, improved user satisfaction, and enhanced decision-making capabilities. The case study serves as an example of how businesses can leverage Salesforce technology upgrades to stay competitive, streamline operations, and provide a better user experience.