Routine Automation

Please describe your company and your position there.

I'm the product manager for our operations department in charge of Salesforce product development & adoption, back-office software as well as process automation.

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

We use a highly customized salesforce instance that is fully integrated with our back office. In order to roll out Salesforce to additional teams in our operations department, we decided to hire Routine Automation to speed up the roll-out of additional features, as well as to eliminate reoccurring, manual tasks with a focus on operational efficiency, data validation & accuracy, tracking, and accessibility.

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

Of importance was a dedicated developer who fully understands our business (& business needs), with a focus on our operations. We were looking for someone who does not just take our word and ideas for granted but someone who actually validates our ideas first and proposes the best, most suitable solution to us, even if it means questioning our ideas at first, to then propose a better solution next.

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

We first start by setting core projects to be worked on for the quarter and then go into more detail in weekly meetings and demos. Our development needs are highly dependent on the time of the year, which means lots of work is spend on preparation, developing, testing, and fine-tuning in order to achieve the most efficient solution for our operations.

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

There are 3-4 people in the vendor's team, including an always reachable account manager, a highly dedicated developer, and two more additional development resources for larger projects or time-sensitive deliverables.

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

We were able to roll out our CRM to 90% of our operations team, added 2 new communication channels, and set up continuous data steam between our back office and our CRM. It helped us streamline our inbound communications, reduced response times, and increased our CSAT.

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

We communicate via email, Slack, phone, and WhatsApp, depending on the time sensitivity of the matter. Progress is tracked in Jira and is presented in demos in sandbox instances. The whole team is very goal-oriented and comes with vast knowledge of the tools we use or plan to implement.

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

We have a constant exchange of ideas and proposals to make our operations even more efficient and automate processes wherever possible. They adapted to our business needs in no time and learned the in and outs of our operations in order to make the right proposals at the right time.

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

Currently, we found a great flow of communication and work and we are happy with our business relationship.

Introduce your business and what you do there.

I’m the sales and delivery operations manager at a company that does Salesforce projects.

What challenge were you trying to address with Routine Automation?

We needed help satisfying our resourcing needs.

What was the scope of their involvement?

At first, we started using a couple of their developers on a short-term basis. Once they proved themselves to us, we scaled up our resources from them. The team helps describe the scope to our customers.

The team also works on marketing automation, regular Salesforce development, and B2B commerce. They’ve worked on 5–10 projects. We’re considering letting them take over one of our accounts because they’re so great.

What is the team composition?

We have 10 resources from Routine Automation, including senior developers, and technical architects.

How did you come to work with Routine Automation?

One of our directors worked with Routine Automation at a previous company. I was told they would do great marketing automation experience.

What is the status of this engagement?

We started working together in May 2020, and our work is ongoing.

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

They deliver great work and we don’t have any issues working with them. The resources they’ve provided have helped us deliver several projects. We’re very happy with the quality that they bring to the table. They’re just as good as any onshore developers that we use.

How did Routine Automation perform from a project management standpoint?

We use Salesforce tools, Google chats, and Zoom calls for our daily standups and project management. Their ability to communicate is admirable. Whenever there’s an issue, it’s addressed very quickly. There’s never any blame-shifting or finger-pointing.

What did you find most impressive about them?

From the beginning, they were open to starting a collaboration. They were open to investing their best resources to make the biggest impact. Everyone’s open to starting a new relationship but not everybody’s as willing to be as forthcoming as Routine Automation was with their senior resources. Their process is optimized to deliver the best possible experience for both sides. They always deliver the biggest impact for the end customer.

Are there any areas they could improve?

No, nothing comes to mind.

Do you have any advice for potential customers?

My advice is to reach out to them. They’re pretty open to starting new collaborations. Anyone with a Salesforce delivery should contact them ASAP. They’re agile and impactful.

Please describe your company and your position there.

I am the CEO and founder of Trigerz.io a native Salesforce application that analyse sales user behaviors which uses AI and push notification to improve overall sale performance and create coaching plans.

For what projects/services did your company hire Routine Automation?

The goal for this project is to understand what are the development consideration that need to take place as the product moves from an MVP to a full product launch.

How did you select this vendor?

The selection was done by review past work completed and by reviewing a clear proposal.

Describe the project in detail.

The project was to evaluate and provide a comprehensive review of a Salesforce application

1. Review existing application
   1. code
   2. design
   3. UX/UI
   4. security
2. Provide a report of the above
   1. issues
   2. recommendations
3. Future road-map
   1. make recommendation on how the application can scale e.g integrating with Einstein, other SF applications or improving workflow.

What was the team composition?

I had a 1 to 1 relationship and reporting line with Pavel, who was extremely helpful and informative throughout the review.

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

We are still working on the next stage so do not have anything to present here.

How effective was the workflow between your team and theirs?

The communication and documented information provided was extremely efficient and effective.

What did you find most impressive about this company?

The communication, the additional support and advise that was provided throughout the project. Pavel and his team are not just order takers, but they're true consultants that listen to requirements and provide productive feedback.

Are there any areas for improvement?

None.

Introduce your business and what you do there.

I’m the CTO of InstaMotion, an e-commerce company that sells and delivers automobiles to our customers with financial registration and other services.

What challenge were you trying to address with Routine Automation?

For managing our customers and our relationship with dealers, we use Salesforce as our primary CRM tool. We needed Routine Automation to develop and work with Salesforce development.

What was the scope of their involvement?

We have a dedicated developer that’s based in Minsk. She’s an Apex developer that helps with consulting if we need to install or set up new models or plugins. She also helps out when we need to change the flow of Salesforce.

Recently, they implemented a live chat omnichannel for working with customers. The customers will have a chat solution that is then downloaded into our history of leads. They can talk with a salesperson through Salesforce.

We have wireless channels because one part is when the customer comes as a lead, and there’s a point where the lead is converted to an opportunity. After the customer pays to buy a car, the second part of the process begins with car registration. We need to get all the financial information and find a partner to deliver the car. Salesforce has been a core tool in our business for managing all those relationships.

There’s a specific flow with a lot of automation that’s triggered by Salesforce, but it depends on which stage the customer is, like sending the information to the delivery partner or receiving information from the registration partners and updating their Salesforce profile.

What is the team composition?

We work with the one developer.

How did you come to work with Routine Automation?

The salesperson that connected me with Routine Automation worked with me at another company. When I joined InstaMotion, we needed help with our current setup, and the managing director of Routine Automation was working for another company at the time.

We hired them to do the assessment of the setup, and he assessed us. Later on, he split and created his own company. We decided to partner with him and work with his developers.

What is the status of this engagement?

Our engagement with Routine Automation started in October 2019.

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

We plan on continuing our engagement with them. The developer is the best we’ve had.

Last year, we also worked with another provider for Salesforce, and it speaks to their work as we’re now only working with Routine Automation. Compared to others, they’re not the least expensive. But the amount of work, how fast the work is delivered, and the fact that it doesn’t require any rework speaks to the quality.

How did Routine Automation perform from a project management standpoint?

The developer keeps us organized and updated. She’s part of our team. We have our own onsite project manager who manages the Salesforce team and the other team. It’s one cross-functional team with Salesforce capabilities.

What did you find most impressive about them?

In our case, it’s the quality of delivery. It’s high-level.

Are there any areas they could improve?

For now, I don’t see any areas, but I think they’ve improved a lot.

Do you have any advice for potential customers?

Try them. Get in contact with Routine Automation and see for yourself. It worked for me. While I don’t know if it will work for others, I think they’re flexible enough to help anyone out.

Please describe your company and your position there.

MD of Valuent GmbH, a Salesforce Partner.

For what projects/services did your company hire Routine Automation?

Salesforce Development and Consulting

What were your goals for this project?

Develop excellent technical infrastructure for our clients.

How did you select this vendor?

Long standing trusting relationship with Pavel Klochkov, the Lead Architect of Routine Automation.

Describe the project in detail.

RA is supporting us on various projects with our clients, providing development and solution design support.

What was the team composition?

We typically involve 3-5 ft staff of RA ongoing on our projects. Mainly senior developers and consultants.

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

Very good impression.

How effective was the workflow between your team and theirs?

Very smooth communication and flexible approaches. Very hard working

What did you find most impressive about this company?

All consultants are very driven and excel at what they do.

Are there any areas for improvement?

No.