Routine Automation

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.

BACKGROUND

Introduce your business and what you do there.

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

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Routine Automation?

We needed help satisfying our resourcing needs.

SOLUTION

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.

RESULTS & FEEDBACK

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.

BACKGROUND

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.

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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.

RESULTS & FEEDBACK

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.

BACKGROUND

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.

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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.

RESULTS & FEEDBACK

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.

BACKGROUND

Please describe your company and position.

I am the Partner of an education company

Describe what your company does in a single sentence.

Salesforce consulting

OPPORTUNITY / CHALLENGE

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

Pardot Setup and Automation

SOLUTION

How did you find Routine Automation?

Online Search

Why did you select Routine Automation over others?

• High ratings
• Pricing fit our budget
• 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.

Pardot setup and automation

RESULTS & FEEDBACK

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

None quite yet. We are still in the process on onboarding

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

Yes, project work was delivered on time and efficiently.

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 responsiveness of the project members was exceptional.

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

none at the time

BACKGROUND

Please describe your company and position.

I am the Salesforce Administrator of an online gambling company.

Describe what your company does in a single sentence.

i-gaming

OPPORTUNITY / CHALLENGE

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

• Salesforce Development
• Salesforce expertise

SOLUTION

How did you find Routine Automation?

Referral

Why did you select Routine Automation over others?

• Pricing fit our budget
• Good value for cost
• Referred to me

What was the size of Routine Automation’s team?

2-5 Employees

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

Salesforce developments and tasks

RESULTS & FEEDBACK

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

not really measurable, but everything worked as designed

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

They deliver on time and answer on time.

What was your primary form of communication with Routine Automation?

• Email
• Messaging App

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

Fast-reaction, very knowledgable and very friendly/easy to work with.

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

No