QR Solutions Pty Ltd

BACKGROUND

Please describe your company and your position there.

I am the Communications and Operations Manager at a national nonprofit working in the animal protection space. My role covers all communication channels as well as our website and our Salesforce org.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire QR Solutions Pty Ltd?

As a small team, we found that navigating Salesforce often took up a lot of our valuable time. Additionally, it was often outside of our skillset to troubleshoot some of the every-day barriers we were encountering. QR Solutions came on board to help us tackle those problems in a timely manner.

What were your goals for this project?

Our goal was to outsource everything Salesforce related - from updates to maintenance, report building and trouble shooting.

SOLUTION

How did you select QR Solutions Pty Ltd?

We contacted a number of Salesforce consultants in the city requesting pro-bono support on an ongoing basis. QR Solutions Pty Ltd replies with professionalism, warmth, and enthusiasm.

Describe the project in detail.

Once QR Solutions were officially on board, we scheduled a call with the team overseas where I outlined a large list of tasks that were in our backlog. We then worked on Zoho to schedule, prioritise and expand on those tasks. As each task was completed, I would meet with the team over Zoom and they would walk me through the work that had been completed.

What was the team composition?

The team assigned to us is small and very efficient. Everyone I have interacted with has been eager to help and very clear with their explanations.

RESULTS & FEEDBACK

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

Since bringing QR Solutions on board, I have gained more hours in my day and therefore the output of our organisation has increased.

How effective was the workflow between your team and theirs?

We use Zoho, which I was initially unfamiliar with but has been a fine tool to work with.

What did you find most impressive about this company?

Since the work that QR Solutions is doing for us is pro bono, I was initially concerned that the quality of work would not be high or that their commitment to our concerns would be low. However, they have proven themselves to be reliable and dedicated and our team is very grateful for that.

Additionally, the team were initially not familiar with the NFP Starter Pack we use in Salesforce but they picked it up swiftly and have been a huge asset every since.

Are there any areas for improvement?

None!

BACKGROUND

Introduce your business and what you do there.

I’m the IT project manager at a caravan manufacturing company. We’re Australia’s second-largest caravan manufacturer.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with QR Solutions Pty Ltd?

Our partnership goes back to 2018. We were trying to replace the customer service system with going towards Salesforce. We were looking for a partner that could understand our business, which is an extension of the automotive industry.

SOLUTION

What was the scope of their involvement?

We had a custom ERP system that was built from scratch. We brought them in to migrate all of our existing servers to AWS. After that project, we changed our managing partners for our ERP system, so we had them manage that solution.

We had a lead management third-party tool for all of our dealership networks. We were nearing the end of the contract, so we decided to build something from scratch. Their team helped us explore options that other dealerships were using. Once we decided what we wanted, we went through existing systems to see how we could meet our needs. We created a product group where we discussed any existing challenges and what we should tweak.

We created a project timeline and a backlog for that project. Once that was done, we developed the system with QR Solutions.

What is the team composition?

We work with a team that had between 15–20 people. I mainly communicated with three people – two that were offshore and one onshore here in Sydney.

How did you come to work with QR Solutions Pty Ltd?

I was looking for Salesforce partners. I knew someone that was working with QR Solutions here in Sydney. QR Solutions has experience with catering to companies like ours. We felt that they would understand the systems and processes better. We gave them our requirements, and that’s how they came on board.

How much have you invested with them?

We spent $35,000 AUD (approximately $27,000 USD).

What is the status of this engagement?

We started in August 2020, and we wrapped up in February 2021.

RESULTS & FEEDBACK

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

It is too early to relay metrics, but a lot of efficiencies were brought on because of their work. Their team completed the work within the set timeframe. All of our information is now in a one-stop-shop, so everyone is raving about it. All the dealerships we work with have the right tools to meet their customer needs.

How did QR Solutions Pty Ltd perform from a project management standpoint?

We had an agile development process with sprint sessions. Everything went smooth and was properly managed.

What did you find most impressive about them?

Their team is flexible in all aspects. They understand what the customer wants. They truly put the customer first, going the extra mile.

Are there any areas they could improve?

There’s always redundancy in the onshore-offshore model, but it’s a work in progress. There’s continuous improvement.

Do you have any advice for potential customers?

They’re a growing company that hits it out of the park. I started with one project, and now nearly 80% of my IT projects are with them. They’ve been able to gain our trust.