Bringing Your Business Together: Merging Orgs

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Bringing Your Business Together Merging Orgs
Track Administrators

• Holly Faulkner,Choicepoint,a LexisNexis company
• Paul Schmitter, RiskMetrics Group, Inc.
• Kevin Sherman, salesforce.com
• Darren Kemp, salesforce.com

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Agenda

• 15 min Kevin Sherman, Sr. CSM, salesforce.com
• Learn what the benefits are of a merged org and
  how to figure out the best strategy to execute
  for the merge.
• 30 min Panel Discussion
• Lessons learned from two customers with firsthand
  experience in multi org merges.
• 10 min Q and A
• 5 min Darren Kemp, Sr. Business Analyst,
  salesforce.com
• Key take aways and related Dreamforce 08 sessions

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Presentation Goal

• To discuss best practices for merging two or more
  separate Salesforce CRM instances into one with
  two customers who have first hand experience.
• Useful when
• Your organization is merging with or has acquired
  another company that is also using Salesforce CRM
• Multiple instances exist within your company
  i.e., different business units, different
  geographies
• Note This can be a complicated exercise, and it
  is recommended to enlist assistance from an
  individual/team (i.e., Salesforce.com Consulting,
  Implementation Partner) with experience doing
  this.

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A Single Org Enables..

• Greater Management Visibility
• One place for all roll-up/drill-down reporting
• Collaboration
• Maximize the corporate rolodex Increase Upsell
  Cross-Sell Productivity
• Global Standardization Economies of Scale
• Consistent experience with User Education,
  consolidated Change Management, single point for
  integration, data cleansing and
  internationalization.

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But before you go any further.

• Have you looked at Salesforce 2 Salesforce?
• Starting with Winter 09 its FREE
• Maintain separate orgs, admins and business
  process but share Leads, Opportunities, Accounts,
  Contacts, Tasks and any custom object (e.g.
  projects, claims, orders).
• It does NOT support Cases, Solutions, Products,
  Opportunity Products, Assets, Contracts,
  Campaigns Price Books or Notes/Attachments.
• Dreamforce 08 Session Hands-On Salesforce to
  Salesforce
• Tuesday, November 4th, 515pm to 615pm, South 104

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Four Steps to an Org Merge

• System Review
• Process Review
• Data Considerations
• Migration Strategy
• Please note, there are lots of slides in this
  deck that we will not review in this session but
  were left in the deck for you to reference
  afterwards.

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Step One Systems Review

• Identify all
• Similarities, Differences (gaps), and obsolete
  (unused) components
• Determine which system will be the master
• Use a brand new org?
• A new system with no interruption to either
  production org
• Use one of the current orgs?
• Usually the one with more configuration, data and
  users
• Create Test Plans
• Make sure everything works!

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Step One Systems Review

• Review processes enabled by the systems, and map
  the desired future state
• Review configuration of both systems, including
• Tabs used (including Custom Tabs and Renamed
  Tabs)
• Custom Fields, Custom Links, sControls and Custom
  Buttons
• Custom Objects and relationships
• Pick List values
• Formula fields, Data (field) Validation Rules
• Email templates, mail merge templates
• Rules (Assignment, Workflow, Approvals, Field
  Updates)
• Profiles, Page Layouts, Search Layout
• Sharing Model ? Role Hierarchy, Public Groups,
  Account Teams, and Sharing Rules
• Forecasting ? Hierarchy, quotas, etc.
• Extended applications ? PRM, AppSpace
• External integration points ? Web to Lead, Web to
  Case, API version, APEX code
• Data model impacting features ? Person Accounts,
  Territory Management

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Consolidating Orgs How to Begin?

• (1) With a New, Empty Org
• Pros
• opportunity to get it right
• dont disrupt production usage
• selectively migrate the data that matters
• Cons
• have to start from scratch
• Meta-data migration is manual (including Reports
  Views)
• Some data cant migrate
• system-generated fields (e.g. Create Date)
• Opportunity Stage History
• Case History

• (2) Combine into an Existing Org
• Pros
• Retain Higher of Data
• Cons
• Disrupt Production Usage
• Security Sharing Model
• Record Types
• Data migration
• Workflow Rules
• Assignment Rules
• Translation Workbench

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Step Two Process Review

• Involve individuals that represent each system(s)
  who
• Knows the business(es) and understand the data,
• Knows why things are configured the way they are,
  and
• Can make decisions on what is critical
  information and what is not
• Remember that Salesforce CRM is configured to
  support your business processes
• Pick list values represent steps in a process
  (i.e., Opportunity Stage values your sales
  process)
• Determine how you will address different
  processes
• Standardize on a single process (i.e., one set of
  sales stages)
• OR
• Implement separate processes for the different
  business/groups (i.e., multiple sales processes)

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High-Level Process
new
new
template
template
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Step Three Data Considerations

• Addressing duplicate records
• There will most likely be overlapping/duplicate
  data
• Will need to be done either before or after you
  import the data from one system into the other
• Prior to importing into master account
• Export both data sets, merge into one and
  identify duplicates
• Merge/delete duplicates, import clean file
• After importing into master account
• Leverage de-dupe tools in Salesforce CRM
• Leverage de-dupe tools from partners
  (www.AppExchange.com)
• Use a custom field to flag each records source
  system
• Develop rules for merging data
• When there are two records for the same entity
  (i.e., Account), which one wins?
• Newest record? Most complete record? Record from
  one of the databases? Most recently updated?
• Determine who will own the records if there are
  duplicates
• Impacts sharing rules, reporting, etc.
• Leverage for data cleansing that will ensue

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Data Considerations

• Establish plan for migrating data
• Determine when master system becomes live/system
  of record (i.e., stop entering data into other
  system)
• Set date when you will extract all data from the
  system being merged
• How long will the merge take? How will you deal
  with interim data? New data blackout dates?
  Temporary data ID?
• Ensure you have a complete copy of both data sets
  before attempting any merging just in case!
• Note if you have not done this type of work
  before, it is challenging.

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Data Considerations

• Create mapping tables
• Every record in Salesforce CRM is assigned a
  unique 18-digit alpha-numeric, case sensitive id
  by salesforce.com
• Relationships between records are established
  based on these IDs (i.e., Activity related to a
  Contact)
• These IDs will change when you import data from
  one system to another, as the system will assign
  it a new ID
• In order to re-create the relationships between
  records (i.e., import Activities and associate to
  the appropriate Contact), you need to create a
  mapping table that will allow you to associate
  the OLD Contact ID with the new one

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Data Considerations

• Create Mapping Tables (cont.)
• Create a temporary/mapping field on each object
  you will need to map for the old id (i.e., OLD
  ACCOUNT ID, LEGACY ID)
• Export all your data from the instance to be
  retired
• You can do this via the Weekly Export service,
  reports, the API, Excel Connector, AppExchange
  Data Loader or request a one-time full extract
  from customer support
• Dont forget about attachments and Documents!
• Consider dumping these to a file server with a
  unique naming strategy and use Custom Links from
  the salesforce.com objects to access
• When importing the data into the master Account,
  map the Account Id to the OLD ACCOUNT ID field
• You will then be able to export the new Account
  Id, OLD ACCOUNT ID and Account Name to act as
  your mapping table

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Data Considerations

• Created Dates
• All records imported/migrated will have a Created
  Date to when the import occurs
• To retain original dates, create a custom field
  to import into (i.e., Original Create Date)
• If you are updating via the API, version 7.0 and
  higher will allow you to set the Created and Last
  Modified Dates http//www.sforce.com/resources/tn
  -17.jsp
• Note You must contact Salesforce support to
  enable this feature.
• History Tables
• Stage History for Opportunities / Case History
  for Cases
• Data cannot be migrated into these tables, this
  information must be stored elsewhere if you bring
  it over (Note field is not Reportable, so
  custom field is recommended)
• Unique Ids (system generated)
• Record Ids are unique and cannot be imported
• Imported records are assigned new Id, it is a
  good idea to import the old Id into a custom
  field for mapping purposes
• Features that reference (i.e., Custom Links)
  unique ids of other objects (i.e., a report) must
  also be updated

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Data Considerations

• Reports
• When reporting on migrated data, date filters
  must take into account standard and custom date
  fields (i.e., Create Date and Original Create
  Date)
• Other filters on existing reports must be
  reviewed to ensure they are still relevant/apply
  to all data
• Record Types (Enterprise Edition only)
• If one of the Salesforce CRM instances leverages
  record types, all records added from the other
  instance must be assigned a Record Type
• Record Types can be updated through the API, not
  through the import wizard
• Record Type assignment must also be aligned with
  user Profiles

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Data Considerations

• What if data is inadvertently
• Deleted
• Restore from the Recycle Bin (retained for 30
  days)
• Restore missing data from backups
• Merged
• There is no way to un-merge data
• Clean up/work with merged records, OR
• Delete and restore from back ups
• Imported incorrectly
• Mass transfer (if you can)
• Delete and re-import into proper area
• Consider tagging batches with a custom field
  indicating the load/batch number in case you need
  to reverse

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Recommended Update Order
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Step Four Migration Strategy

• Establish project timeline, test plan, team and
  project sponsor
• Determine changes that need to be made
  (configuration and procedural) and implement on
  master instance
• Add fields, pick list values, users, reports,
  etc.
• Data to be retired/archived and not merged
• Communicate to end users upcoming changes,
  reasons, and benefits to them
• Extract data from other instance and cleanse
  (merge)
• KEEP BACKUPS OF BOTH SYSTEMS

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Holly Faulkner Director of Enterprise Applications
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Paul Schmitter Head of Process Management
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About ChoicePoint, A LexisNexis Company
ChoicePoint, a LexisNexis company, helps
organizations attract, screen and hire the most
qualified talent in an increasingly competitive
marketplace. Focused on the long-term success
of its customers, ChoicePoint is continually
developing flexible, integrated technologies that
help organizations reduce risk, boost
productivity, improve compliance and further
streamline the hiring process.

• INDUSTRY Employment Screening Services
• EMPLOYEES Approx. 5,000
• GEOGRAPHY Based in Alpharetta, GA, with multiple
  nationwide service centers
• USERS 800?
• PRODUCT(S) USED Force.com Mobile, Salesforce
  CRM SFA, Marketing, Customer Service Support

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About RiskMetrics Group, Inc.
As a proven leader in risk management, corporate
governance and financial research analysis,
RiskMetrics Group works to continuously innovate
around these disciplines to address a broad
spectrum of risk for financial institutions and
corporations worldwide.

• INDUSTRY Financial Services
• EMPLOYEES 1,200
• GEOGRAPHY Global
• USERS 500
• PRODUCT(S) USED Salesforce CRM SFA, Service
  Support, Custom Internally Developed Applications

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Moderated By
Kevin Sherman
Sr. Customer Success Manager
salesforce.com
Holly Faulkner
Choicepoint, a division of LexisNexis
Director of Enterprise Applications
Paul Schmitter
RiskMetrics Group, Inc.
Head of Process Managment

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Question for the Panel

• System Review
• Holly, how did you decide what system to migrate
  into?
• Paul, I understand you created a new org. How
  did you make that decision?

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Question for the Panel

• Process Review
• Holly, how did you make sure that none of the
  business process were lost or corrupted by the
  org merge project?
• Paul, was this an opportunity for you to
  re-evaluate each business units process or was
  this get it to work the way it did and then we
  can look at efficiencies later?

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Question for the Panel

• Data Considerations
• Paul, how did you deal with data issues, like
  duplicate accounts, during your project? Did you
  clean them up in the app after the merge or
  before the merge?
• Holly, were there any special tools or
  applications you used to make sure your data was
  clean post-merge?

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Question for the Panel

• Migration Strategy
• Holly, now that the merge is complete is there
  anything that you would have chosen to do
  differently in terms of how you rolled the new
  org out to your users.
• Paul, did you have to retrain your users or was
  the transition entirely seamless to the users?

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QUESTION ANSWER SESSION
Holly Faulkner
Choicepioint, a LexisNexis Company
Director of Enterprise Applications
Paul Schmitter
RiskMetrics Group, Inc.
Head of Process Management
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Darren Kemp Sr. Business Analyst
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General Issues to Remember

• Challenging to populate system generated dates
• Inability to import into Opportunity Stage
  History Case History
• Views can not be migrated
• Potential for duplicate data
• Values for Contact, Sales Team, Case Team and
  Account Team Roles will be global.
• Maximum number of Workflow Rules

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Tools and Resources

• salesforce.com Functionality
• Exporting Data
• Reports, Weekly Export Service, One-time support
  extract
• Importing Data
• Import Wizards, Data Loader (Enterprise Edition)
• Cleansing Data
• Account/Contact/Lead Merge
• Sandbox Edition
• Full replication of production environment for
  testing purposes
• Other Tools
• Excel Connector (both PE/EE, http//www.salesforce
  .com/community/crm-best-practices/administrators/d
  ata-management/data-tools/detail186.jsp)
• Data Loader (http//www.salesforce.com/community/c
  rm-best-practices/administrators/data-management/d
  ata-tools/data-loader-feature.jsp)
• Data loading/cleansing partner tools
  (DemandTools, Active Prime, Pervasive, etc.)
  http//www.salesforce.com/appexchange/category_lis
  t.jsp?NavCode__ca0130000006P6IoAAK-f3
• Data Migration Monarch by DreamFactory -
  http//www.salesforce.com/appexchange/detail_overv
  iew.jsp?NavCode__cida0330000005la4qAAA
• Assistance
• salesforce.com Professional Services

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Recommended Complementary Dreamforce 08 Sessions
37
Customer Hero Holly Faulkner
James M. Keith, AVP of Corporate Shared Services
says "As the director of CRM Applications, Holly
consistently exceeds our client's expectations.
Her solutions to every day issues and challenges
are innovative, timely, and efficient. Holly is
an extraordinary mentor to the other
administrators in the company and
enthusiastically shares her extensive knowledge
of the system to others. Our success with
Salesforce can be directly attributed to Holly's
leadership.  I'm very fortunate to have her as
part of my team.
Famed Statistics 90 Login Rate 100 Custom
Tabs 15 Custom Apps Apps Downloaded 23 Apps
including Centive, DemandTools, Salesforce
Mobile, Google AdWords
Holly Faulkner ChoicePoint, a LexisNexis
Company Director Enterprise Applications
38
Customer Hero Paul Schmitter
Responsible for internal systems and processes
for RiskMetrics Group, Inc.
Famed Statistics 99 Login Rate 40 Custom
Tabs 40 Custom Objects Apps Downloaded LoopPlus
Paul Schmitter RiskMetrics Group, Inc. Head of
Process Management
Sessions Administrators Track Bringing Your
Business Together Merging Orgs, Executive
Insight Track Governance and Compliance