Twistellar

BACKGROUND

Introduce your business and what you do there.

I am the delivery director for a Salesforce consulting division.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Twistellar Ltd.?

We created a CRM platform for a luxury retailer. We needed to outsource some of the development needs to ensure we complete the project to the end-client’s standards.

SOLUTION

What was the scope of their involvement?

We are running an agile project and Twistellar acts as our scrum team. They were involved in the initial development process of the solution’s requirements. Their team provided coding for the configuration of Salesforce in APEX and Visualforce. They also integrated multiple additional products within the original application programming interface (API). They created a custom functionality to temporarily support our end-client’s loyalty program until the final launch of the platform in a later phase of the project. The functionality effectively manages the high-value customers as we work to transition the sales force from its legacy systems.

What is the team composition?

We started working with just the two developers but as the project went on, we had 2 technical architects, 5 developers, and 2 QA resources.

How did you come to work with Twistellar Ltd.?

We were looking to replace the development team we had initially partnered with for the project. Our company’s European branch had experience working with Twistellar and recommended their services. We set up a parallel test between their team and our current partners and Twistellar outperformed in terms of the speed and quality of their work.

How much have you invested with them?

We have spent $500,000 so far.

What is the status of this engagement?

This is a three-year engagement. We partnered with Twistellar in September 2017, six months into the project.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They skillfully kept up with the demands of our agile project structure. Our previous development team was delivering an average of 10 – 12 story points per sprint, while Twistellar currently delivers an average of 40 – 60 points. The improved development efforts put us back on track to finish the project by the end-client’s deadline.

How did Twistellar Ltd. perform from a project management standpoint?

The partnership has been accommodating, thorough, and timely. Twistellar is flexible in their work hours and willing to make impromptu trips when necessary. We use Slack channels for communication between both our teams and the end-client. Twistellar also adopted the client's confluence platform on Jira to track the story points and other major documentation.

What did you find most impressive about them?

The Twistellar team is aware and understanding of our relationship with the end-client. They adjust their workflow and hours to accommodate scheduling needs. Additionally, they take ownership of their work and the project’s outcome. The team guides us through each task and provides valuable recommendations and suggestions.

Are there any areas they could improve?

The level of their QA testing could be improved. They do not always understand the rigor of our client's expectations. This also could be a result of the language barrier. Because our internal team, the Twistellar team, and our end-client, each speak a different native language and not everyone is comfortable with English, communication can be tricky.

Any advice for potential customers?

Clients should understand their desired outcome before entering into the partnership. I would also recommend they determine the level of feedback they want from the Twistellar team. They are happy to provide alternative solutions and improvements on the original scope if requested by the client. We have found their input to be extremely valuable. Finally, clients should hold themselves to the agreed upon work limits. Because Twistellar is extremely dedicated to their work and willing to go above and beyond to meet expectations, they could overwork themselves and experience burnout when working on a project.

BACKGROUND

Introduce your business and what you do there.

I held a managerial position at an international software company at the time I worked with Twistellar.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Twistellar?

I was looking for a technical team that had experience with Salesforce as a product. We needed to build out integrations and develop custom applications within the platform.

SOLUTION

What was the scope of their involvement?

Twistellar worked on 8–10 projects, all involving Salesforce, including integrating the platform into backend ERP systems. They also worked with other technologies, including Visualforce, Apex, JavaScript, and others.

What is the team composition?

I mostly worked with Dmitri (Co-owner, Twistellar), but I know members of my team had more direct contact with other staff at Twistellar as well.

How did you come to work with Twistellar?

I'm not sure how we originally found them, but I'm very glad we did.

What is the status of this engagement?

We started working with them in early 2017, and I believe their relationship is ongoing with the company after my departure.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Twistellar has more than demonstrated their deep wealth of technical capabilities around the Salesforce platform. Thanks to their help, we have a long list of very happy and satisfied clients.

How did Twistellar perform from a project management standpoint?

They're very collaborative and proactive about meeting deadlines. They're definitely one of the most professional organizations I've come across in the marketplace. Since they're flexible when it comes to the client's preferred method of communication, we were able to use what we were most comfortable with such as Google Hangouts.

What did you find most impressive about them?

They produce consistently exceptional work. When something was built, it was done correctly the first time. They're also incredibly responsive and on top of their tasks at all times.

Do you have any advice for potential customers?

I think it's important to get to know the team on a more personal level, realizing the amount of effort the type of work they do takes. Communication is key to ensure an optimal relationship and positive outcomes.

BACKGROUND

Please describe your company and position.

 I am the CEO of a consumer products company 

Describe what your company does in a single sentence.

We are a Danish company with over 40 years of history, renowned for our innovative bathroom solutions and strong commitment to local production in southern Denmark. With approximately 150 employees, we have a significant presence in Denmark and key markets like Sweden, Norway, England, the Netherlands, Germany, and Austria.

Specializing in bathroom furniture, wash basins, mirrors, and shower walls, our company tailors its sales strategy to each market’s unique demands, maintaining its dedication to quality and local craftsmanship.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Twistellar to accomplish?

• We hired Twistellar to address the significant challenges posed by the diverse nature of our market operations. Our product range is distributed through various channels, including wholesalers, direct sales to installers, and showrooms, depending on the region. This complexity required a tailored approach in each country, with sales teams varying in size and structure.
• We needed a CRM solution that could accommodate these differences, organize our sales operations more effectively, and improve customer relations. Specifically, we aimed to ensure no leads are lost, facilitate better follow-ups, and prioritize visits to top customers. Twistellar was hired to implement a system that would provide the necessary structure and support to achieve these goals.

SOLUTION

How did you find Twistellar?

Referral

Why did you select Twistellar over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me

How many teammates from Twistellar were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

• Salesforce Sales Cloud QuickStart Pack implementation:
  • Twistellar provided a streamlined and efficient setup of the Salesforce Sales Cloud, customized to meet the specific needs of our varied sales channels. This included configuring the CRM to handle sales operations through wholesalers, direct sales to installers, and showrooms across different regions.
• Salesforce Service Cloud implementation:
  • Twistellar implemented the Salesforce Service Cloud to enhance our customer service capabilities. This setup was designed to centralize customer service operations in Denmark while accommodating our local presence in Norway, ensuring consistent and high-quality customer support across all markets.
• Integration services:
  • Twistellar integrated the Salesforce solutions with our existing systems and processes. This integration aimed to create a seamless flow of information across departments and regions, improving data accessibility and operational efficiency.
• Process automation for Customer 360 Platform:
  • Twistellar automated key business processes using the Customer 360 Platform. This automation helped us organize sales operations more effectively, ensuring no leads were lost, facilitating better follow-ups, and prioritizing visits to top customers.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The measurable outcomes vary across markets. The markets that showed the most progress had a dedicated person to manage the implementation and get Salesforce up and running. Initially, there was significant reluctance from employees who had been with the company for an average of 15 years and were accustomed to different methods.

Despite their initial resistance to the new reporting processes, they have now embraced the system and appreciate its benefits. This shift in attitude and adoption of the CRM system is a clear indicator of progress. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Their project management was excellent, characterized by high flexibility and strong commitment. They consistently delivered items on time and maintained a high level of service throughout the project. Their responsiveness to our needs was outstanding, adapting to any changes or requirements we had. My only recommendation is that I would love to see more systems in their portfolio beyond just Salesforce.

What was your primary form of communication with Twistellar?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

I've encountered numerous consultants and companies that strictly bill by the hour, making every small interaction an additional charge. With Twistellar, it's different.

We established a fixed agreement and framework, and despite inevitable discussions and additional time requirements during implementation, their flexibility was exceptional. Their commitment to delivering high service levels has been consistently impressive.

Personally, I'd highly recommend Twistellar not just for their outstanding service with Salesforce but also for their flexibility and dedication. I would love to see them expand their portfolio to include more systems — they've earned my highest recommendation.

Are there any areas for improvement or something Twistellar could have done differently?

I can’t recall any specific areas that need improvement at the moment.

BACKGROUND

Please describe your company and position.
I am the CTO of a consulting company 

Describe what your company does in a single sentence.

We are a Salesforce partner in Europe and Australia, who combines strategic thinking, world technology, and lean methodologies to help businesses achieve extraordinary results.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Twistellar to accomplish?

• We hired Twistellar to help us out with one of our projects requiring Salesforce Revenue Cloud implementation for a retail business. The client’s prod org included over 3,000 users and necessitated scrupulous integration of the complex revenue cloud solution.

SOLUTION

How did you find Twistellar?

• Referral
• Other

Why did you select Twistellar over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from Twistellar were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

Twistellar assisted us in the Salesforce Revenue Cloud implementation – CPQ Twistellar also helped the Client integrate such third-party apps as DocuSign and financial processes automation software

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Our collaboration with Twistellar on the Salesforce Revenue Cloud Implementation yielded measurable outcomes that underscored the project's progress and success. The Client mentioned that the results from Twistellar’s work translated into tangible improvements in revenue management, sales productivity, and data analytics, ultimately contributing to the business’s overall success.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Our long-term collaboration experience with Twistellar is marked by exemplary project management and a steadfast commitment to meeting deadlines. The team consistently delivered items on time, showcasing their dedication to project timelines. Communication with Twistellar is always seamless, and their responsiveness to our needs is truly commendable.

What was your primary form of communication with Twistellar?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Twistellar’s standout feature is their exceptional flexibility. In instances where difficulties surfaced, the team showcased a proactive approach to finding solutions and enhancing the overall project experience.

Are there any areas for improvement or something Twistellar could have done differently?

While our overall experience has been very positive, as with any collaboration, there's always room for improvement. Twistellar has been showing a receptive attitude toward feedback and improved accordingly, so there is nothing critical to mention about the partnership at this point.

BACKGROUND

Please describe your company and position.

I am the Salesforce Admins of DK Company A/S

Describe what your company does in a single sentence.

We are a Danish fashion company with around 2.500 employees that operates wholesale, retail and online with 25+ brands, managing around 250 retail stores in Europe.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Twistellar to accomplish?

• The main objective in hiring Twistellar was to address the need for a technical expert to support our role in Salesforce Marketing Cloud operations, where approximately 80 users were actively working.
• he goal was to enhance technical capabilities, resolve issues efficiently, and receive assistance in development tasks when they involved a technical aspect.
• We expected Twistellar to be a crucial addition to the team to provide the necessary technical expertise in managing the complexities of the Marketing Cloud.

SOLUTION

How did you find Twistellar?

• We were contacted by Twistellar

Why did you select Twistellar over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned
• Competencies

How many teammates from Twistellar were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

Twistellar assists us in development tasks with a technical focus and contributes to the overall improvement of the system setup. Twistellar played a pivotal role in implementing automation solutions within the Marketing Cloud, streamlining processes, and enhancing efficiency. The team addressed issues, optimized workflows, and ensured that all technical aspects of the Marketing Cloud environment functioned seamlessly through tasks such as SQL operations and reporting.

Twistellar was actively involved in identifying and implementing enhancements to the Marketing Cloud. This could involve improving features, introducing new functionalities, or optimizing existing processes to better align with our objectives. Twistellar's engagement extended across 15 business units, indicating a broad and comprehensive approach to meeting the unique needs and challenges faced by each unit.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Twisterellar's team exhibited exceptional flexibility in addressing our specific needs, demonstrating a deep understanding of our Marketing Cloud operations. In addition to automating processes, providing technical assistance for email creation, SQL operations, and reporting, they played an essential role in enhancing Marketing Cloud functionality.

In addition, their expertise included optimizing operations across our 15 business units. As a result, our marketing system is now getting more efficient, and we are confident in its ability to support our company's ongoing growth.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Twistellar team successfully handled numerous tasks, showing fast response times and efficiently resolving issues. The overall team was responsive and delivered everything we needed on time.

What was your primary form of communication with Twistellar?

• Email or Messaging App

What did you find most impressive or unique about this company?

Twistellar’s balanced expertise, proactive engagement, and effective collaboration made them one of the best consulting partners we’ve come across. Our dedicated contact from Twistellar is especially worth mentioning since she resolved tons of different minor tasks with impressive speed.

Are there any areas for improvement or something Twistellar could have done differently?

Currently, everything is working well, and we don't have any specific areas that need improvement.

BACKGROUND

Please describe your company and position.

I am the President of a compressed air systems manufacturer.

Describe what your company does in a single sentence.

We are a renowned manufacturer of compressed air systems, part of the larger Fusheng Industrial family, a global provider of compressed air solutions serving a broad range of industries.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Twistellar to accomplish?

• Migration to Lightning Experience, taking into account the custom work that was done before, as well as training of the employees.
• Making more extensive use of Cases to handle the customer service requests through Salesforce and have all the information in one place.
• Asset and order management (CPQ): we needed to have the equipment sold to customers stored and managed in a centralized location.

SOLUTION

How did you find Twistellar?

Online Search

Why did you select Twistellar over others?

• High ratings
• Great culture fit

How many teammates from Twistellar were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

As a result of the health check, our team was provided with a document listing all the system’s issues. After that, the issues were broken down into projects prioritized by the level of urgency and time needed to achieve results:

• Migration to Lightning Experience, enablement was conducted to reduce stress for end users by preparing corresponding guides and keeping new interface similar to the old view 
• Sharing rules were reviewed, summarized, and presented 
• Automations are covered by a single and unified representation consisting of as-is and to-do states and exact steps to optimize or fix each of them 
• UAT is supported by addressing small tweaks requested by the management team to use the conversion situation to fix non-critical issues 

The project is ongoing, some of the projects were cut out into phases; this way, it was possible to do regular check-ins in the form of demos and validate that everything met our expectations.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Twistellar has been an integral part of our support team switching from Classic to Lightning. They have ensured there has been no disruption in our business or projects and ensured all of the newly implemented processes are sustainable and able to be supported through Salesforce and Pardot.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Working with Twistellar feels like working with part of our team. Very responsive, always there giving us updates on our projects. When we’re learning new processes or updating the processes, they take the time to tell us what they’re going to do, walk us through what we’re doing, and also train us on how to use it.

What was your primary form of communication with Twistellar?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Twistellar has been a great company to work with starting with the initial health check of our system to evolving to some short-term and long-term projects, improving our overall usefulness of Salesforce as a tool, not only for the sales and marketing teams, but for the whole company overall. Very responsive, professional, and great to work with.

Are there any areas for improvement or something Twistellar could have done differently?

No

BACKGROUND

Please describe your company and position.

I am the CTO of SANIL

Describe what your company does in a single sentence.

Student Athlete NIL is an industry-leading agency, specializing in facilitating NIL (Name, Image, Likeness) transactions between fans, donors, corporations, and student-athletes through the Student Athlete Empowerment (“SAE”) program.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Twistellar to accomplish?

• Salesforce as a CRM solution that would allow internal users and account managers to create records of student athletes and manage and track contracts with the associated deliverables.
• A portal for student athletes so that they can log into Salesforce and maintain their information (address, email, tax, and bank account information) to receive payments.
• Sales management system where new business could be tracked, such as new deals and opportunities.

SOLUTION

How did you find Twistellar?

Referral

Why did you select Twistellar over others?

Good value for cost

How many teammates from Twistellar were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Salesforce Portal (Experience Cloud) for student-athletes. This portal serves as a centralized platform designed to cater specifically to the needs of student athletes, offering a range of features and functionalities to streamline their interactions and transactions with SANIL. 

• Salesforce solution for Account Managers, which helps them streamline their sales pipeline, communication, and management processes. 
• Payment integration through a NodeJS middleware connection with the SFTP server, which allows tracking of financial operations. 
• Functionality to send branded emails using Email Templates in Salesforce. 
• Improved operational management, including notifications for overdue deliverables for student-athletes, Activity History tracking, and established processes for Account Managers to automatically approve deliverables of student-athletes they’re managing. 
• Data Migration of more than 10 000 records from a historical database into Salesforce preserving all relation and data consistency.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Twistellar’s team understood the requirements and was very flexible about the changes. They have configured the system and integrations to align with the requirements, developed a portal, and migrated the data. We’re now in the adoption phase, and we think that our Salesforce org was designed and built in a smart way, and can support our company’s growth.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The team was attentive and flexible about all the changes during the project. They responded quickly to our requests, and were transparent and detailed about our business needs and possible solutions.

What was your primary form of communication with Twistellar?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

It was a very successful project, and Twistellar is one of the best consulting firms I’ve ever worked with.They are very flexible, professional, they always delivered on time, and they always did what they said they were going to do.

Are there any areas for improvement or something Twistellar could have done differently?

no

BACKGROUND

Please describe your company and your position there.

I am Financial Controller and Head of Staff at Subaio, I look after all the finances, accounting, financial reporting, budgeting, forecasting, and was also the Internal Project Lead. Subaio is a data company seeking to improve the financial health of consumers while helping banks leverage their data to unlock new revenue streams.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Twistellar?

Subaio is entering a hypergrowth period where it’s expecting ARR to grow significantly in the upcoming quarters, and Subaio wanted to make sure that the new CRM could support this growth period. Salesforce was chosen as the new system, and Subaio needed a partner for its implementation.

SOLUTION

How did you select this vendor and what were the deciding factors?

When the implementation phase began, Subaio’s team turned to a Salesforce AE who recommended Twistellar. After the initial call, Subaio chose Twistellar as a partner.

Describe the project in detail and walk through the stages of the project.

From the initial kick-off call to the system go-live, the project took seven weeks. There were several BA sessions in the beginning to ensure the Twistellar team was aware of the business specifics and the expected outcome of the project. The project management was flexible.

There were demos along the way, and new requirements were collected while the configuration was happening. It all allowed for delivering the project on time in spite of a hard deadline. The onboarding with the system went very smoothly, due to the fact that many in the team already had experience with Salesforce.

How many resources from the vendor's team worked with you, and what were their positions?

The company’s CEO, CCO, Business Analysts, Developers. Approximately 6-8 Twistellar resources in total.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

As a result, Twistellar helped to formalize and perform the migration of the sales flows into Salesforce, and made the system aligned with the business needs.

How effective was the workflow between your team and theirs?

Everything was completed on time. We mostly communicated via Slack, which was fast and comfortable. Whenever we had a question, they would reply within minutes.

What did you find most impressive or unique about this company?

It was a very successful project. The work that Twistellar, especially Artem and the team did was super professional. Always responsive, even after the go-live, they were providing responses and support within minutes (not even an hour) to the whole team.

The “customer-first” approach that the team takes - that’s how it should be and that’s how it worked with Twistellar.

Are there any areas for improvement or something they could have done differently?

None

BACKGROUND

Please describe your company and your position there.

I am the director of a software development company. We have offices in all major Australian cities.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Twistellar, and what were your goals?

We needed a reliable offshore provider to do the majority of the development work.

SOLUTION

How did you select Twistellar and what were the deciding factors?

Twistellar came highly recommended through our network

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

They developed a Salesforce service cloud solution

How many people from the Twistellar team worked with you, and what were their positions?

There are 4 senior developers involved in a total team of 9.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

We were able to launch all releases on time and budget

Describe their project management style, including communication tools and timeliness.

Their communication skills are great with daily stand ups organised as the major handover points.

What did you find most impressive or unique about this company?

Twistellar, a group of skilled people that are so driven to help out.

Are there any areas for improvement or something they could have done differently?

None