As a full-service Salesforce Platinum Consulting Partner, RelationEdge focuses on business process, Salesforce technology, and creative digital marketing solutions for our clients.
Since joining forces with Rackspace, we’re in an even stronger position to take advantage of our fast-growing market. In many ways, this has all been made possible by our patented approach, which has already been successfully applied to over 1,700 projects.
Below, I’ll shed light on the RelationEdge approach — Process First. Technology Second.® — from how it developed to how our team uses it on a day-to-day basis to shape the services we provide to each client.
Honing Our Unique Approach
When we started out in San Diego in 2013, our goal was to provide Salesforce technology implementation and support services. As we gained experience and credibility in the ecosystem, we realized that we were actually focusing more on process engineering to help companies improve how they sell and deliver services to their customers.
We wanted to define what it was that we were offering to our clients — after all, that’s what was making us stand out and ensuring our success. We looked at how we were taking business processes, enhancing them, and scaling them to make them more efficient, effective and measurable. It was this approach that allowed us to leverage the right Salesforce solution for each individual client and provide them with transformative business value. For that reason, our approach became known as Process First. Technology Second.®
This approach had always been at the heart of RelationEdge, but once we were able to define it, we were able to firmly embed it into our DNA as an organization. As a result, our team members have a clear drive in their work and our clients know what to expect from our services, which, in turn, strengthened our offering.
Having this unique approach facilitated our rapid growth across the nation, as well as into the UK market and Australia, and it has also made us a great cultural fit with Rackspace. Our approach perfectly complements the Rackspace approach to providing unbiased expertise across all leading technologies and delivering the best-fit solution for each customer’s exact needs. Let’s take a look at how the RelationEdge team embodies the Process First. Technology Second.® mindset.
How We Put Process First
A catchy tagline is all well and good, but a strong approach to the way you work requires clarity and usability. Our team members might be able to memorize the words “Process First. Technology Second.®,” but if they don’t know how to put that approach into action in a way that best serves our clients, it’s really not much of a rallying cry.
At RelationEdge, we’ve developed tangible steps to ensure that we put process first for every client, every time. Our clients are looking for one partner that can help them engage with their customers at each step along the path from lead to loyalty. As you’ll see below, our approach encompasses all aspects of that journey through both technology and marketing, so we can provide the creative Salesforce solutions our clients need.
Business Process Reviews
We conduct a business process review (BPR) as soon as we kick off a project. That means we consider the client’s process before we even begin discussing how we will implement Salesforce for them.
Our BPRs are an opportunity to see how our client’s business functions through the eyes of all the key stakeholders. By asking a series of questions, we really get to know the business and understand how it operates. This allows us to make well-informed recommendations for changes to the existing process, as well as for Salesforce features that will support the way the team works.
BPRs have become an important part of our Process First. Technology Second.® approach because they ensure that our Salesforce solutions get to the root of each client’s challenges. While Salesforce can help streamline your business, if you don’t already have the right process in place, a new technology may only add to your challenges.
Once a BPR has been conducted and the ideal Salesforce solution has been chosen for our client, we apply our PACED Methodology to the project. PACED stands for Prepare, Architect, Construct, Evaluate, and Deploy — the five phases of Salesforce implementation. We also use this methodology to improve existing Salesforce solutions to provide our clients with added value.
By implementing Salesforce solutions in phases through the PACED Methodology, we’re able to ease our clients slowly and effectively into their new technology, while keeping a constant focus on process. Throughout the PACED Methodology, we collaborate with the client to ensure that the Salesforce solution aligns with their business process. From our experience, this is the only way to provide the right technology.
Clear communication is necessary throughout the PACED Methodology to avoid productivity bottlenecks, misunderstandings between team members, and low user adoption. That’s why RelationEdge always uses a communication framework. We ensure that everyone understands the process behind the technological change — not just the process for the Salesforce implementation, but the business process that the technology has been tailored to.
A communication framework comes into play from the very first phase of the PACED Methodology: the Prepare phase. Our experienced team develops a timeline for the Salesforce implementation project with the client while building the communication framework at the same time.
From identifying Executive Sponsors and goals to collecting feedback from key stakeholders, our communication framework keeps process front and center for the entire company. That means they know what’s happening with the Salesforce solution and why.
When You Get the Process Right, the Technology Follows
By focusing on process, we can establish the right course of action to support each client’s business needs — whether that’s in the sales cycle, delivery workflow, marketing strategy, or elsewhere. How these needs can be best served by a CRM, marketing automation platform, email service provider, or other software tool is secondary — it’s the process that decides.
Contact RelationEdge today to learn more about our full-service Salesforce solutions and consulting services based on our patented Process First. Technology Second.® approach.