Running the Salesforce org behind a metro newsroom
Nearly two years administering and developing Salesforce for a major American newspaper, across subscriptions, advertising sales and customer support.
- Practice
- Salesforce administration and development
- Period
- May 2018 to Jan 2020
- Client rating
- 5.0 out of 5
A publisher's CRM serves three businesses at once
Subscriptions, advertising and editorial each work differently, and each expected the same org to reflect how they operate. The role was to hold that balance rather than optimise for one department.
Administration and development sat with the same person, which meant a request could be judged on whether it needed configuration, code, or neither.
What the work covered
The remit spanned the whole platform rather than a single project.
- Administered the org for media and publication workflow management
- Dashboards for subscription tracking, customer support and ad sales
- Lightning App pages customised for editorial and business departments
- Data hygiene maintained and field-level security implemented
- Internal teams trained on Salesforce usage and reporting
Training as part of delivery
Reporting only holds up if the people entering data understand what the reports are counting, so training the internal teams was part of the job rather than a handover event at the end.
Outcome
Twenty-one months as the org's administrator and developer, leaving departmental dashboards, secured data and teams able to run their own reporting.
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