Routine Automation

BACKGROUND

Please describe your company and position.

I am the Digitalization Manager Customer Service of Energieversorgung Oberhausen AG (EVO)

Describe what your company does in a single sentence.

Energieversorgung Oberhausen AG is a regional utility company providing electricity, gas, water, and energy-related services to customers in Oberhausen and the surrounding area.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Routine Automation to accomplish?

• Implementation Knowledge in existing Salesforce Service Cloud

SOLUTION

How did you find Routine Automation?

Referral

Why did you select Routine Automation over others?

• High ratings
• Good value for cost
• Referred to me

How many teammates from Routine Automation were assigned to this project?

2-5 Employees

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

The Salesforce Knowledge implementation focused on establishing a centralized, structured, and easily accessible knowledge base to support customer service agents. Main Deliverables: Knowledge Data Model Setup: Configuration of article types, record types, categories, and data classification aligned with business needs. Content Structure & Governance Framework: Definition of editorial guidelines, approval workflows, versioning, and ownership to ensure content quality and lifecycle management. Article Templates & Standardization: Creation of reusable templates to ensure consistent structure, language, and completeness of knowledge articles. Integration into Service Processes: Embedding Knowledge directly into Salesforce Service Cloud (e.g., case handling, console view, search suggestions). Search Optimization: Implementation of intelligent search, keywords, and synonym management to improve findability of articles. Migration & Content Creation: Transfer and restructuring of existing knowledge into Salesforce. Training & Enablement: Training sessions for editors on how to create, maintain, and effectively use knowledge articles. Reporting & KPIs: Setup of dashboards and reports (e.g., article usage, case deflection, resolution time improvement). Continuous Improvement Framework: Establishment of feedback loops and processes to regularly update and optimize content based on usage and customer needs. This implementation enables scalable, efficient, and customer-centric service delivery while increasing first-contact resolution and agent productivity.

RESULTS & FEEDBACK

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

The project resulted in a structured and scalable Salesforce Knowledge solution that improved agent efficiency, standardized customer communication, strengthened content governance, and created the basis for measurable service improvements such as faster case handling, better knowledge reuse, and increased transparency through KPIs.

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

We had a very positive experience working with Routine Automation. The team delivered all agreed deliverables on time and without any defects. Throughout the project, they not only executed as expected but also provided valuable best-practice recommendations that clearly demonstrated their expertise. Communication was seamless and highly professional at all times. We particularly appreciated the regular and timely updates, which ensured full transparency on progress and next steps. The development was implemented exactly as agreed, with a clear focus on quality and reliability. Overall, the collaboration was smooth, efficient, and highly enjoyable.

What was your primary form of communication with Routine Automation?

Email or Messaging App

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

Routine Automation communicated clearly and in an easy-to-understand manner throughout the entire project. Even information provided in German was accurately understood and correctly implemented. All team members were pragmatic, highly communicative, and consistently demonstrated strong initiative in identifying and driving improvements.

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

We have no suggestions for improvement.

BACKGROUND

Please describe your company and position.

I am the Senior Project Manager/ Development & Operations Management of Penn Engineering & Manufacturing Corp.

Describe what your company does in a single sentence.

PEM® offers innovative fastening solutions for a variety of applications across industries like Automotive Electronics, Consumer Electronics, Datacom and more

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Routine Automation to accomplish?

• Implement Salesforce Commerce Cloud

SOLUTION

How did you find Routine Automation?

Referral

Why did you select Routine Automation over others?

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

How many teammates from Routine Automation were assigned to this project?

2-5 Employees

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

Planning and Strategy – Define business goals, target audience, product catalog, pricing, and logistics. A clear implementation roadmap is created with milestones, budget, and resource allocation.
Platform Selection – Choose an e-commerce platform (e.g., Shopify, Magento, Salesforce Commerce Cloud, WooCommerce) based on scalability, customization needs, and integration capabilities.
Design and Development – Create a user-friendly, mobile-responsive website with intuitive navigation and secure checkout. Develop product pages, shopping cart functionality, and payment gateway integration.
Integration – Connect the e-commerce site with backend systems such as ERP, CRM, and inventory management to ensure seamless order processing, data flow, and reporting.
Testing and Security – Conduct usability, performance, and security testing to ensure smooth user experience and compliance with data protection standards (e.g., PCI DSS).
Launch – Deploy the site to production.

RESULTS & FEEDBACK

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

It was a successful implementation. E-commerce implementation delivered a secure, scalable, and efficient online store that enhances customer experience, streamlines operations, and drives business growth.

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

All was delivered on time and within scope and budget. Manages resources efficiently and anticipates potential risks. Sets realistic timelines, milestones, and deliverables. 
Identifies issues early, develops contingency plans, and makes data-driven decisions.
Adjusts to changing requirements or priorities without losing momentum.
Embraces continuous improvement and agile practices when appropriate.
RA understands the project’s technical aspects and aligns them with business goals. Ensures the project meets quality standards and strategic objectives.

What was your primary form of communication with Routine Automation?

• Virtual Meeting
• Email or Messaging App

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

They have excellent communication skills and are always well-organized.

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

none

BACKGROUND

Please describe your company and position.

I am the VP Marketing & Communications of E.ON One

Describe what your company does in a single sentence.

E.ON ONE combines digital innovation with deep energy expertise to deliver solutions that support us in achieving the goals for our energy transition journey.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Routine Automation to accomplish?

• We needed a CRM system that allowed us to market and sell our products
• It needed to support hardware and software sales and wanted revenue insights
• Implementing Revenue Cloud was something we needed help with

SOLUTION

How did you find Routine Automation?

Online Search

Why did you select Routine Automation over others?

• Pricing fit our budget
• Great culture fit
• Flexibility of service

How many teammates from Routine Automation were assigned to this project?

2-5 Employees

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

Routine Automation helped us to go from a basic setup with products and pricebooks to a just released new solution called Revenue Cloud Advanced by Salesforce. They built out the difference pricing setups we had for our products. We then continued over to connecting our Quoting to Contract, Order and Asset creation and closed off the project by linking this to our invoicing setup in SAP. 

RESULTS & FEEDBACK

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

We now have insights in who is using which products, how long are they licensed for. What are the pricing agreements and much better insights on revenue generation.

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

Their response is always very fast. Usually over Jira tickets or Teams messages but if needed they are also available for online meetings.

What was your primary form of communication with Routine Automation?

• Virtual Meeting
• Email or Messaging App

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

The flexibility and expertise of Salesforce are they reasons for us to work with them.

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

It's important for them to retain the talent that they have, but so far that seems to be going well.

BACKGROUND

Please describe your company and position.

I am the Senior Managing Director of DTH Consulting Services

Describe what your company does in a single sentence.

DTH Consulting Services is an IT Consullting company focused on helping organizations with their Salesforce implementations and enhancements.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Routine Automation to accomplish?
Salesforce Implementation and Enhancements

SOLUTION

How did you find Routine Automation?

Referral

Why did you select Routine Automation over others?

• High ratings
• Good value for cost

How many teammates from Routine Automation were assigned to this project?

2-5 Employees

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

The Routine Automation team did a great job with my client that was looking for help consolidating their CRM, Project Management and Field Service work. They listened to the client needs and came up with an automated solution using the Salesforce platform that saved time and reduced software spend on other antiquated systems. 

RESULTS & FEEDBACK

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

The outcome from the work was a streamlined process from lead generation, client on-boarding, project creation and system integrations with the workers in the field.

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

The project management was professional and followed the Agile methodogy building out user stories and engaging the client during every iteration of the development. The project was delivered on-time and on-budget and we continue to customize their experience with a managed services, support service.

What was your primary form of communication with Routine Automation?

• Virtual Meeting
• Email or Messaging App

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

Their ability to work with the client wherever they are at in their Salesforce maturity level and budgets.

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

None, I just wish I had more projects for them.

BACKGROUND

Please describe your company and position.

I am the Head of Customer Service of Profil Verbindungstechnik.

Describe what your company does in a single sentence.

PROFIL Verbindungstechnik Gmbh & Co. KG is a system supplier for Mechanically Attached Fasteners (MAF), an alternative to weld fasteners, which are supplied to the whole automotive branche.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Routine Automation to accomplish?

• To implement a system for customer field service
• To automize and optimze processes in customer field service

SOLUTION

How did you find Routine Automation?

linkedin

Why did you select Routine Automation over others?

• Good value for cost
• During the design sessions, they impressed me the most and left the most competent impression.

How many teammates from Routine Automation were assigned to this project?

6-10 Employees

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

• Definition of user stories together with us 
• Development of ideas to solve process issues in customer field service 
• Implementation of user stories in Salesforce UAT 
• Deployment of Implementation to Salesforce Production System 
• Hyper Care after GoLive

RESULTS & FEEDBACK

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

The result of Routine Automation's work exceeded our expectations in every way. The 3 developers assigned to this project, as well as their team lead, showed great skills and expertise. All requirements were discussed constructively so that the best possible solution could always be found for each issue. This naturally contributed massively to the success of the project. 

The solutions provided by the development team for our tasks were immediately ready for use and immediately made the daily work of our own team easier. All this without any major training effort. The project manager responsible for the project did an outstanding job. 

The guidance through the sessions, the summaries of the sessions, the entire documentation and the controlling of the budget were always carried out correctly and completely. Overall, we were very satisfied with the result of the work and would not hesitate to recommend the team and to carry out further projects together with Routine Automation.

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

Project management was great. Really quick response times and all results were delivered on time!

What was your primary form of communication with Routine Automation?

Virtual Meeting

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

The operational readiness and response times were very impressive. Their development solutions were fantastic.

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

Nothing

BACKGROUND

Please describe your company and position.

I am the CEO of a consulting company

Describe what your company does in a single sentence.

We're a Salesforce Gold (Crest) Partner based in the UK. We help businesses implement bespoke technological solutions to improve customer retention and acquisition.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Routine Automation to accomplish?

• Salesforce products integration, Salesforce development services and technical architecture design.

SOLUTION

How did you find Routine Automation?

• Online Search
• Referral

Why did you select Routine Automation over others?

• Pricing fit our budget
• Great culture fit
• Company values aligned

How many teammates from Routine Automation were assigned to this project?

2-5 Employees

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

The RA team had run an amazing discovery and identified our requirements and defined the scope of the project. The project team also created a project plan and realistic timeline. They also tested the Salesforce solution to ensure that it met our requirements and was free of errors. Finally, they implemented automation tools that automated order management processes, from order tracking to returns, improved the overall customer experience.

RESULTS & FEEDBACK

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

• The results of the work exceeded our expectations in several ways. The solution delivered by the development team was not only ready for immediate use but also passed the Salesforce security review with ease, ensuring that our data remained secure. 
• Additionally, the developer assigned to our project demonstrated exceptional skill and expertise, going beyond simply building what we had requested. Instead, they actively engaged with us to discuss our requirements and offered valuable insights that contributed to the success of the project. We were particularly impressed by the developer's ability to collaborate effectively with our own development team, making them a valuable asset to the project as a whole. 
• Overall, we were extremely satisfied with the outcome of the work, and would not hesitate to recommend the team to others

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

Communication was built on a weekly and daily meetings (online) and weekly reports.

What was your primary form of communication with Routine Automation?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

A unique feature of the Routine Automation team as outsourced development team was their ability to work collaboratively with in-house teams, acting as an extension of the business. They are proactive in their communication and provide regular updates and feedback throughout the project lifecycle to ensure alignment with business objectives. Overall, their ability to provide specialized expertise, cost-effectiveness, flexibility, and seamless collaboration with in-house teams was extremely effective and professional.

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

We are extremely satisfied with the work, and I cannot think of any areas for improvement. The engineers on their team are highly motivated, and we have maintained consistent communication throughout the project. Routine Automation's attention to detail, commitment to quality, proactive communication, and impressive solutions demonstrate their expertise and reliability as a development team.

BACKGROUND

Please describe your company and your position there.

JustOn is a Salesforce ISV Partner providing billing, invoicing and payment solutions in the Salesforce ecosystem.

OPPORTUNITY / CHALLENGE

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

We had to develop some salesforce components and not of enough Salesforce experience developers in order to deliver these components on time.

SOLUTION

How did you select Routine Automation and what were the deciding factors?

We found them through referral and were impressed by the knowledge and expertise of their development team.

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

They took our requirements and refined them, discussed them with us and made a solution design. Finally, they developed the solution with automated test and security review.

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

Four people including one developer and one solution architect.

RESULTS & FEEDBACK

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

The outcome was more than we expected as the solution was ready for use, the Salesforce security review was passed easily and what I really appreciated was that we had a developer that not only build what we asked for but also used his brain to discuss requirements with us and was a very valuable peer to our development team.

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

Communication was built on a weekly meeting (online).

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

It was the first outsourced development team that we could discuss requirements and build a solution together, They've always tried to make our requirements better.

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

none

BACKGROUND

Introduce your business and what you do there.

I’m an executive of a startup specializing in clear aligner treatments, and we work directly with the consumer market.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Routine Automation?

We have an extensive software engineering team in-house, but it’s challenging to find salesforce engineers right now, so we needed someone to help us recruit staff.

SOLUTION

What was the scope of their involvement?

Routine Automation is providing us with Salesforce engineers on a time and materials basis. They enable us to onboard new resources without spending several months on the hiring process, and we also can downscale the team, if necessary. We’re not working on a specific project with them; they’re embedded into our teams as standard engineers.

What is the team composition?

We have three engineers and one Salesforce administrator from their team. They’re embedded in our product engineering teams, working on different projects.

How did you come to work with Routine Automation?

A member of their team reached out to me. We chose Routine Automation because they had an attractive rate, competent Salesforce engineers, and they could quickly get on board a team.

How much have you invested with them?

We invest €23,000 (approximately $25,900 USD) with them per month.

What is the status of this engagement?

We started working together in April 2021, and the engagement is ongoing. We have a service agreement plus additional agreements for all the engineers we take from them. We started with two people and expanded to four, and we’ll continue working with them in 2022 — we have no limits on the contract, and we’re about to renew the partnership.

RESULTS & FEEDBACK

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

The opportunity cost of how much value Routine Automation brought us by enabling us to start earlier is great. The work we’ve done in 2021 has had a positive impact; considering the lower cost per developer plus the opportunity costs related to onboarding, we’ve saved at least €100,000 (approximately $112,700 USD).

How did Routine Automation perform from a project management standpoint?

We don’t engage project management services from them, but their account management is excellent. We have great communication with Victoria (Business Development Manager) and Pavel (Managing Director). In terms of tools, we use Jira for project management and other instruments from Atlassian, but we’ve integrated their engineers fully into our setup.

What did you find most impressive about them?

Their main strength is their expertise — they have great Salesforce engineers.

Are there any areas they could improve?

I don't think there's anything they can improve on — we’re delighted with the work. Their engineers are motivated, and we’ve never lost contact with anyone on their side — they should keep doing what they’re doing.

Do you have any advice for future clients of theirs?

If the client wants to employ the same business model as us, they should integrate the remote engineers into their teams as much as possible. Their team can bring a lot of value if they understand the business reasoning.

BACKGROUND

Introduce your business and what you do there.

We’re a CRM company building solutions for our customers. I’m the head of customer success leading our CRM practice, and I’m also a company board member.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Routine Automation?

We wanted to involve more Salesforce developers in our projects.

SOLUTION

What was the scope of their involvement?

We’ve used Routine Automation in cases where we don’t have enough Salesforce resources or when we need specific expertise for a certain Salesforce product. We have open discussions about our needs, and we conduct interviews with the people that will possibly become involved in our project to see if they’re the right fit. 

In fact, we describe the type of person and skills that we need and the team provides CVs according to our needs. After that, we conduct 20-minute interviews with the candidates and choose the people that we want to work with. The people we hire are treated the same way as the in-house staff working on the project.

As of today, we don’t have anyone from their team working on a current project. However, we just made a proposal to one of our customers and the project will involve one person from Routine Automation as a key developer. The new project will most likely start next week.

What is the team composition?

We have worked with three people from Routine Automation. They’ve all been architect-level developers.

How did you come to work with Routine Automation?

We placed a job posting and received contacts from different vendors in Eastern Europe and India. We then had a formal process for scoring vendors, and we conducted 30-minute discussions with them. After that, we found Routine Automation and we discovered that they were a good fit on a practical level.

How much have you invested with them?

We’ve probably spent about €60,000 (approximately $67,000 USD) on their services.

What is the status of this engagement?

We started working together in October 2020, and our collaboration is ongoing.

RESULTS & FEEDBACK

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

They've been involved in our customers’ projects and their work has been successful. Overall, they’ve provided good people to work with us, and we’ve been happy with their work. 

How did Routine Automation perform from a project management standpoint?

We do project management in-house, and everything has gone well. We follow an agile scrum methodology where they’re working as part of our team. They do what is asked of them and they report everything well. As an example, they input their hours early enough in our timesheets and invoice them. 

Furthermore, they’re great at scheduling their availability in cases where they’re not working for us full time. On communication, the people working for us have good English skills. They have an open communication with us and with our customers, and we haven’t had any communication problems or language barriers with Routine Automation.

What did you find most impressive about them?

They’re a small company so they are flexible with our changing plans. We don’t have to spend a lot of time discussing every small detail with them. On top of that, they seem to have very good technical skills and knowledge of Salesforce. Compared to other companies in the same area, they have the benefit of being small enough to have the flexibility to always provide the staff we need.

Are there any areas they could improve?

They’re eager to talk about things and get started on projects when I’m just making an offer and still don’t have the details available yet. It’s not really a big deal that requires improvement, though. Maybe they could be more proactive in offering up their resources when they’re available or do better at promoting their work so that we’re more aware of the new skills they’ve gained.

In addition, the main difficulty of working with them is not related to them as a company but rather with the fact that they’re from Belarus. Currently, we face some ethical difficulties when buying services from Belarus. It’s not Routine Automation’s fault, but it’s difficult to continue supporting the current regime in Belarus. Overall, that’s the main reason why we haven’t hired a lot of people from them even though we’d like to continue collaborating.

Do you have any advice for potential customers?

They’re about the same size as our company so I’m always willing to help especially when someone would like to buy their services. At the end of the day, they're our partner, not some random company where we’re just simply buying their services.

BACKGROUND

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.

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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.

RESULTS & FEEDBACK

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.