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Implementation Summary:

As a member of complaint management system, the client wanted the system to alert them when critical updates/events are added/changed within the ticket, and view specific types of data change. 

Requirement:

As a member of complaint management system, the client wanted the system to alert them when critical updates/events are added/changed within the ticket. These special types of changes will be identified by the business, so that it is easier to assess if there is an impact to product quality workflow or medical workflow. 

In addition to this, another requirement was to view specific types of data change based on an individual’s role within the ticket, acknowledge the review for critical update(s)/events individually or as a group within a ticket, so that it can manage their review at the individual or a group of updates/events and ensure that appropriate actions are taken as applicable.

Business Challenge

In bigger organization many tickets get generated every day, users might need to perform many actions, and hence becomes unable to focus on the changes. The challenge was to create an implementation that will help users where they can track what critical changes has been occurred and also be aware and acknowledged about the same. The current solution couldn’t fulfill many of the customer requirements, like field changes with regulatory submissions check, related records status, necessary flags, acknowledgements, and easy view of ticket and related child objects. 

In addition to this the solution should be applicable for all the changes made through integration from the call registration system.

Solution

CEPTES has provided and customized a top-notch solution. 

For every filed change configuration, a written apex controller has been derived which returns desired value. Logic has been written based on the customer requirement for each field change so that along with field changes all the related child objects or regulatory submission record status can be compared. 

CEPTES has also created role specific flags on the related objects and flags on the complaint records, on every acknowledgment performed by the user on a complaint or any related child, the system checks the status of all the related ticket and updates the flags accordingly. Once all the role specific flags are marked as true, flag gets checked on the complaint. Also, configured alerts/notification to the respective user on data creation.

Advantages

  • Easy to monitor all changes.
  • Tracks all the critical changes.
  • Easy identification of acknowledgement receipts.
  • A newly designed system to alert critical updates. 
  • View specific types of data change. 
  • Easy identification of acknowledgement receipts.

Implementation Summary

One of the leaders of IT Industry, Concord has been looking for a solution to create multiple folders in a hierarchal structure in Box. They wanted to create a child objects folder under the parent object folder in a hierarchy.

For accomplishing their solution, they chose CEPTES, to build an Enterprise App that could help them to bridge this gap.

The Requirements:

Concord was looking for a solution to create multiple folders in a hierarchal structure in Box. Child objects folder should be created under the parent object folder in a hierarchy and not at the root folder

While creating Child object folders additionally defined sub-folders were to be created within the object folder in Box.

Business Challenge:

Concord’s challenge now was Box does not support directly to create any child object folders under the parent folder. When ‘Create Folder’ is clicked on the child object it always creates at the root folder in Box. Business wanted to automatically create certain sub folders under the same parent and child object folders.

Current Box Folder structure:

concord-heirarchy

The Solution:

  • Box supports oAuth way of Authentication which is window based and not through direct API
  • Access Token needs to be activated/updated on timely basis.
  •  

CEPTES provided a customized solution on top of Box to allow user to ‘Create Folder’ at the child object level which will be created under the parent object folder in Box.

We have also provided a solution to configure the sub folders creation within the object folders dynamically without manual intervention.

CEPTES Solution:

concord-image2

The Advantages:

  • Configure any Sub folder using the Custom Settings.
  • No customization required if any new sub folder must be created.
  • Box supports oAuth way of Authentication which is window based and not through direct API
  • Access Token needs to be activated/updated on timely basis

Implementation Summary

One of the leading diabetic care center, in the healthcare industry, has been looking for an authentic Complaint Management System for accomplishing an improved transparency and better customer communication. CEPTES performed the entire implementation through the team of Salesforce experts.

This process of implementation involved integration for case objects, different custom objects and also implementing the Complaints AppExchange products and configuration. The entire project was delivered in an agile methodology to deliver the project in a phased model.

The Requirements:

The objective of this project was to substitute the existing Complaint Management System with 123Compliance (123C), a software based on Salesforce.com platform. This project charter is specific to the clientele implementation of 123Compliance solutions.

Some of the expected benefits of this new system includes:

  • Greater customer satisfaction through improved transparency and communication.
  • Improved data management / validated reporting to support quality decision making and audits.
  • Better user supportability, along with complete support for both system, and integration.
  • Improved system performance for future growth by leveraging, enhanced speed and reliability of a cloud-based solution.

Bussiness Challenge:

The current complaint management system, Innovative Quality (IQ), is no longer supportable by the vendor. It was immensely required to adopt to a new system. This was primarily done to maintain continuity of complaint management, medical event reporting, and the related processes. The transition was as well required in order to avoid excessive business and financial risk associated with the use of an unsupported system. New system should contain all the legacy data and, as well support the following functionalities,

  • Case integration
  • Complaint handling process
  • Running and re-running decision trees
  • Regulatory submissions
  • E-signature on field changes

The Solution:

CEPTES has built a new cloud system on Salesforce platform that fulfils the customer requirement as mentioned below. The suite of applications is under the 123C banner.

The Case Integration:

There exist another Salesforce application which has all the contact information and one stop portal for case creation. Since cases are not directly created in the Complaint Management System, from Salesforce to Salesforce integration, all the cases were transferred to Complaint Management System.

The Complaint Handling Process:

Complaints are created from the case, once a complaint is generated user should be able to determine whether the complaint is a reportable or non-reportable complaint with the help of the decision trees. Once it is determined as reportable, the complaint should be submitted to the respective regulatory.

The Running and Re-Running Decision Trees:

One of the requirement was to run a Decision Tree on one or more complaints at the same time, whereas the 123Compliance application doesn’t support running decision trees on multiple complaints. CEPTES have come up with a customized solution with the help of Visualforce pages, where the customer is provided with a new interface where they can select multiple complaints on which same decision tree must be run and re-run.

The Regulatory Submissions:

123Compliance application provides the data model for all the regulatory submission but there is no automation available for creation of regulatory records. CEPTES have provided a new interface, based on customer selection system, which creates the required regulatory child records. Also, autopopulates all the necessary information from various parent records at the time of creation.

In the existing complaint management system, eMDR’s are submitted to FDA using TIBCO as a middleware. Customer have requested to attend to similar functionality where eMDR’s should be sent to FDA via TIBCO, as a result the Complaint Management System has been integrated with TIBCO.

The E-Signature on Data Change:

123Compliance application allows the user to perform the e-signature only while performing the business workflow actions. To overrule this, CEPTES has come up with a solution, where all the sensitive field which require e-signature have been added as a separate section. This has been done to perform the data changes, even while the customer is performing an e-signature.

The Advantages:

  • Better user, system, and integration supportability.
  • Ability to perform e-signatures on all critical data changes.
  • No impact to third party integrations, new system also integrated with TIBCO.
  • Less manual effort
  • Case integration
  • Complaint handling process
  • Running and re-running decision trees
  • Regulatory submissions
  • E-signature on field changes

Implementation Summary

One of the leading supplier of diagnostic equipment, has been working in the healthcare industry long time now and was looking for a solution that could connect their SAP ERP Cloud system (SAP Business ByDesign) with Salesforce. For accomplishing their solution, they chose CEPTES, to build an Enterprise App that could help them to bridge this gap.

The Requirements:

A leading Healthcare Diagnostic gather all their complaints through CMSNext, on regular intervals data gets pushed into 123C Salesforce complaint management system, as complaints can be raised by anyone across the globe, few critical information might have been entered in their native language, which might not be easy for an approver/evaluator to determine the complaint.

Additional Requirement:

Currently, they have been generating a word document with all the complaints and related information which needs translation, which is sent to the vendor based on the country of origin, translated data which is received from vendor is manually populated into the respective complaints. However, the requirement was to invoke automation which can reduce the manual work.

Business Challenge:

Customer looking for an automated process for the entire translation module, that will also should support file attachment translation. The system should be equipped enough to support all translations on multiple complaints at once.

The Solution:

Solution has been provided and implemented by CEPTES. They are listed below:

  • The Country information is stored in the system along with the translation required flag, object level field configuration which requires translation is stored in the custom metadata. The system creates a translation task based on the country of origin.
  • For each field which has the native system that creates translation item under the translation task.
  • Using the below interface customer can choose which should be sent for translation, on button click based on the selection, the system generates a CSV file and will be sent to the respective vendor.
  • In case of file attachments, customer can create a new translation task with type as “file translation”, system allows to select the attachments which needs translation.
  • Once vendor respond to the same email with the translated CSV or with translated file attachment, system will process and update the translated text into the respective complaints.
  •  

The Advantages:

  • Less manual work.
  • Supports translations on multiple complaints.
  • No dedicated resource required for the translation.
  • Less manual work.
  • Supports translations on multiple complaints.

  • No dedicated resource required for the translation.

Implementation Summary

One of the leading supplier of diagnostic equipment, has been working in the healthcare industry long time now and was looking for a solution that could connect their SAP ERP Cloud system(SAP Business ByDesign) with Salesforce. For accomplishing their solution, they chose CEPTES, to build an Enterprise App that could help them to bridge this gap.

The Requirements:

The major requirement was to access all the different pricing for each product and the list of products from ERP System to be completely in sync with their Salesforce.com. The connector should permit them to sync all the price information of each product automatically.

Additional Requirement:

The solution should provide a secured channel between Salesforce and ERP system, along with being able to log minute every information of the system. An Ad-hoc (manual run) option to sync any price list by admin, must be present.

A notification mechanism is required to notify admin in case of any failure or in any emergency. This must be followed by an Audit Trail to track all in/out data. Hence, the major requirement was to find a solution to stood out proactively and deliver results.

Business Challenge:

The business has been facing many challenges. The major challenge was accessing the incremental price list data from SAP using their API, an indirect process, which involves ETL tools and other software, making it more complex. This process was also time consuming, resource oriented and error prone.

A much more painful process than this was to refer to the price list from the SAP ERP system before creating a Sales Order or Quote.

The current ETL tool, they ensure that it pushes all the price list entries to Salesforce. However, this is a manual process and was time consuming, resource oriented and error prone. On the other hand, an involvement of third party integration makes the process more complex.

Solution:

The Enterprise Resource Planning(ERP) Connector:

ERP connector is a Salesforce native solution, which is designed to integrate the SAP ERP system with the Salesforce system. With a much more holistic approach, we have created a sophisticated connector to maintain a sync with the Pricelist and Product database on a schedule or Ad-hoc basis between an ERP system and the Salesforce system.

This solution has completely eliminated the following issues:

  • The need for a third party tool to maintain
  • Ensured near sync of product and the price list data
  • No ETL Tools
  • No more resource and system dependency
  • Cost Beneficial

Advantages:

  • No manual effort
  • The capability to schedule
  • Perfect synchronization of incremental data
  • Configurable audit log system to track each activity of the connector
  • Customized notification module to alert admin in case of failure or emergency
  • SAP Price List
  • Setup Exception Audit
  • Schedule Price List

Implementation Summary

The purpose of any system implementation requires detailed course of action. CEPTES Software Services working on the genre of IT Industry, has been looking for a solution, which would manage two major aspects:

  • Keep track of the Resource Time and Effort 
  • Keep track of the Projects until Closer

After a detailed research, CEPTES has taken Salesforce.com as their Cloud Partner for the purpose of implementation solution as well as, keeping all the Employee Information within the same platform. This process has been set-up to manage all the project assignment, along with tracking the time and effort of the resources.

The Requirements:

CEPTES's requirement was to allow all its employees use a platform for creating any tickets, that would be associated with the concerned project. The purpose was also to assist all of them, to log the effort and time spent on a particular project.

One more requirement that had been added was to raise the type of ticket. It was also mandatory to mention the kind of ticket that needs to be raised. Some of the mentioned types are categorized as follows:

  • Bug Task
  • Sub-Task
  • Epic
  • User Story

Additional Requirement:

There were certain other requirements as well. It was imperative that all the employees should not be getting access to log-in into Salesforce as users. But at the same time, they should have the privilege to create tickets and work on their assigned tickets. Hence, the additional requirement was to design a log-in page for all employees, authenticated with the use of One Time Password (OTP) option. This requirement was essential to be achieved using minimal code customization.

Business Challenge:

CEPTES has been using Jira for the purpose of Project Management, where all the projects were previously being tracked to closure. The drawback that CEPTES have been facing was the huge cost involved in the Licenses. In order to reduce the recurring cost per month for Jira License, an application must be created for all employees.

There were certain features, which needed to be incorporated into this platform. They were the following:

 

  • The entire solution should be accessed by all the employees of CEPTES as well the clients
  • It must be assured that the data is not shared with all the employees. The sharing will be done on the basis of role hierarchy.
  • Number of validation as well as business process required.

The Solution:

SKUID, an application available on Salesforce AppExchange, has helped CEPTES to create the login page, as well as various other pages. The Point and Click feature of SKUID is simple enough to help us implement the entire process, without the involvement of  much custom code.

The SKUID UI model is used in the creation of the Login Page. There was not much fuss in the process, and the authentication had been done by sending the user an OTP, in their email. Several pages has been developed for Ticket, Project and Work-log dashboard which are included into master application SKUID page.

  • The Work-Log Dashboard – A complete and accurate view of the effort logged by the user. The entry done is based on day, week and even month. The process was successfully established.
  • Ticket Dashboard – Based on the status of the ticket, the projects are indeed categorized and hence, allows the user to update the ticket notes gradually. The process has been made so simple that even the work log can be added, if and when necessary.
  • The Project Dashboard – In this category, employees can even make a note of the list of the projects, which are being assigned to them. It is also said to categorize the roles of an individual employee if he/she has been assigned multiple projects.
  •  

Login Page

skuid login

Dashboard Page

skuid login

New Ticket Page

skuid login

The Work Log Page

skuid login

The Advantages:

  • There is no requirement of codes or very minimum code required.
  • There has been no Test Class or even Test Coverage.
  • The development of pages requires less amount of time.
  • It is Lightning Ready.
  • Component Supportive and as well allows creating  new components.
  • The customization of the Standard Salesforce Pages/Views is possible.
  • Action Framework.
  • Reports and Charts.
  • Tables.
  •  

The Disadvantages:

  • Some additional License cost is involved in this process.
  • Bug Task
  • Sub-Task
  • Epic
  • User Story

NEEDS:

A modern, cloud-based platform capable of handling sensitive material. An outsourced development team to consult, plan, build and implement a custom-built financial services application. A team that could understand the intricacies of the financial services industry without spending precious time on research. Continued support for further customization and updating. A development team to produce a solution within the given budget and timeframe.

ACTIONS:

Bowman contacted CEPTES to solve his consultation, development and implementation needs. CEPTES recommended the application to be built on the Force.com platform.

RESULTS:

“I think Force.com, with their cloud-based and highly-secure platform, was the right recommendation from CEPTES. I believe it’s the way of the future for such developments,” said Bowman. Force.com is a way for businesses to build powerful enterprise apps using clicks or code with robust, out-of-the-box security controls.

CEPTES is a team of expert developers, born out of a desire to build innovative and integrative software solutions. CEPTES prides themselves on being more than just coders; they’re a team of problem-solvers who will tackle any size project, offering detailed solutions resulting in business enhancements.

“On that call, I told CEPTES, ‘If you can put together a Proof of Concept in 1 week, I’ll go with you.’ There were a few competitors I was looking into, but CEPTES provided me with the right solution in under a week -- They delivered each time.”
The project was completed on time and on budget. Due to the success of this initial project, Bowman reached out again to CEPTES for an encryption solution.

 

“CEPTES explained to me exactly what their product, Encryptik, was, and how it performed. Since they were very involved with my system from the start, they knew exactly what I needed.”

Encryptik is a native encryption solution requiring no infrastructure and minimal setup and implementation. It seamlessly backs up your Force.com system data as well as ensures your existing data is encrypted.No matter the breadth of project scope or the expertise involved, CEPTES is the team to get it done, on time and on budget. They have over 100 years of combined experience integrating, developing, consulting and supporting software services.

“In my experience, you want a reliable, knowledgeable team. I was always amazed by CEPTES in regards to non-Force.com issues. If I ask them questions about software or business, CEPTES always provides an answer.”
If the pain points in this case study sound similar, request a call with a CEPTES expert today and take the first step to finding your premier development and support team.

  • Encryptik - A solution for handling sensitive information
  • Continued support for further customisation and updating.

Company Background:

Ortsbo Inc. is a subsidiary of Intertainment which is headquartered in the Toronto, Canada region, with offices in New York, Los Angeles and San Mateo, CA. Ortsbo enables real-time global communication across many languages.

Business Challenge:

Orstbo requirement was to extend its translation capabilities across the salesforce platform for salesforce users to able to translate and view the emails and case details that are received in different languages for effective customer support.

Solution:

With the defined limitation of salesforce, CEPTES was able to provide a solution wherein it could provide users with a custom button which helps users to translate the case details in the language of their locale and also enabled option to translate the emails that are written in the locale language to the language of the case users.

CEPTES is a team of expert developers, born out of a desire to build innovative and integrative software solutions. CEPTES prides themselves on being more than just coders; they’re a team of problem-solvers who will tackle any size project, offering detailed solutions resulting in business enhancements.

This solution helped the users to provide a better support to its global customers within the salesforce.

 

  • Integration with SAP
  • Google Maps Integration
  • Enabled Global Customer Support

Company Background:

EAS Integrator Inc, based out in USA wanted to build a solution that would integrate the newly launched cloud systems from SAP called SAP Business ByDesign.

Business Challenge:

There were numerous customers who are currently using the widely popular salesforce CRM and when they opt for SAP Business ByDesign they want to have the integration between these 2 systems to effectively manage their business.

Customers would still continue to use Salesforce for lead management and account conversion, but once account is created they wanted a system that can synchronise those accounts to SAP Business ByDesign system and also salespeople would like to initiate the sales order from salesforce without logging to the SAP ByDesign system.

Solution:

There were quite a number of integration challenges that were faced as the account creation process is different in 2 systems and if the accounts has to be synced to SAP it has to make sure that the proper SAP standards are followed.

The solution built provided an Account and Contact sync to SAP ByD system as well as the solution could synchronise all the products or services from SAP into the Salesforce system for able to initiate the Sales Order creation process from Salesforce.

This solution helped to integrate the 2 great systems, one being salesforce and the other being the SAP Business ByDesign.

 

  • Integration with SAP Business ByDesign
  • Synchronize Sales Operations
  • Upheld SAP Standards

Company Background:

EAS Integrator Inc, based out in USA wanted to build a solution that would integrate the newly launched cloud systems from SAP called SAP Cloud for Financials.

Business Challenge:

There were numerous customers who are currently using the widely popular salesforce CRM and when they opt for SAP Cloud for Financials they want to have the integration between these 2 systems to effectively manage their business.

Customers would still continue to use Salesforce for lead management and account conversion, but once account is created they wanted to synchronise those accounts to SAP Cloud for Financials and also salespeople would like to initiate the sales order from salesforce without logging to the SAP system.

Solution:

There were quite a number of integration challenges that were faced as the account creation process is different in 2 systems and if the accounts has to be synced to SAP it has to make sure that the proper SAP standards are followed.

The solution built provided an Account and Contact sync to SAP Finance OnDemand system as well as the solution could synchronise all the products or services from SAP into the Salesforce system for able to initiate the Sales Order creation process from Salesforce.

This solution helped the integrate the 2 great systems one being salesforce and the other being the SAP Cloud for Financials.

 

  • Integrated with SAP Cloud for Financials
  • Blended 2 Systems into 1
  • Streamlined Sales Operations

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