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Salesforce

Industry Standards APIs

The Problem

Create the Industry Standards APIs products to provide the Telco industry with TM Forum Industry Standards conforming inbound and outbound APIs.

Success Metrics

  • Scalable Telco standards based integrations - enabling business agility by supporting architecture based on modularity and reuse.
  • Easy to integrate and use API solutions - Addressing the current 5x/10x implementation effort challenges raised by Gartner.
  • Increased application performance by meeting Salesforce API performance benchmarks.
  • Extensibility with the capability to add new fields.
  • Remove current API related UX restrictions.
The three primary personas for the TMF 620 Inbound API Journey

The Solutions

  • Modified and added to the calalogue of Salesforce Industry Standards APIs conforming to the TM Forum API specifications.
  • Built Salesforce core solution components: Apex, Integration Procedures, Data Raptors to expose TM Forum API Spec 621 supporting required API Operations.
  • Managed dependencies and completed object data mapping to enable non-restrictive generic APIs, not core to the Communications Cloud.
  • Documented and launched the new Salesforce Industry Standards APIs Help new window and Communications Cloud TM Forum API developer guide new window sites.
  • Enabled measurement of KPIs for assessing ease of use catalog entries created/updated through the API Catalog Value Subjective Score.

The Outcomes

  • Met short term customer adoption targets.
  • Accuracy of catalog entries created, updated and retrieved based on business rules and selection/search criteria (attribute values), attribute categories (supporting constraints on what is patchable/non-patchable).
  • API support listed operations defined in TMF specs.
  • Salesforce TM Forum Conformant products showcased on the TM Forum Salesforce profile page new window.
The completed TMF 620 Inbound API Journey

Multiplay Subscription Management (MSM)

The Problem

Create an omnichannel, scalable and mobile-first self-service telecommunications portal with online contact centre support that the leading global telco providers can easily configure, style and launch for their own brand and customers.

Business & User Requirements

  • An easy to theme, configurable and extensible out-of-the-box Salesforce product to minimise complex custom Salesforce development.
  • An easy ecommerce and checkout process to onboard new users and for existing users to upgrade and buy more products.
  • A full suite of in-life self-service processes.
  • An in-sync and seamless support experience.
  • Scalable from B2C to B2B2C with product bundles and multiple locations per account.
  • Integrate the latest Salesforce features.
  • Enable reuse across other industries.

Success Metrics

  • Customer Adoption - number of installations.
  • Performance KPIs.
  • User feedback - presales team and customers.
  • Gartner magic quadrant results.
MSM Service Agent Console - Overview
MSM Service Agent Console - Engage
232 feature design planning (PDF) new window
238 feature design planning (PDF) new window
An Early Internal MSM Release Demo Video
MSM Future State - Multi-locations & Product Bundles
MSM Future State - Multi-billing dates & Payments

The Solutions

  • I designed the initial mobile-first responsive MSM product and future-state feature designs including:
    • Multiple locations & family plans.
    • Payment arrangements & statements.
    • Multiple billing dates.
    • Multilingual Support
  • MSM consited of an end-user facing Self-service Portal and a Service Agent Console.
  • I created the short and long term roadmap incorporating voice of the customer requests, along with supporting scalable product information architecture and process diagrams.
  • I created the product brief and product theme presentation decks, user stories with acceptance criteria, product launch presentations and demos.
  • I managed the product backlog and all other scrum agile tasks - providing detailed design annotations to ensure accessibility was always baked-in and assisted with functional & UI testing to ensure bugs were kept to a minimum.
  • I managed all product release planning tasks and activities and created detailed tecnical product documentation.

The Outcomes

  • MSM launched successfully to positive customer feedback.
  • The MSM product met WCAG 2.1 Level AA on launch.
  • The MSM UX & UI design patterns were added into the Newport Design System for reuse across other Salesforce Industry portal products.
  • MSM contributed to the Communications Cloud team exceeding annual targets.
  • Salesforce customers have access to out-of-the-box new and complex processes supprting accounts with multiple locations and different product bundle types.
  • I received positive feedback from Salesforce Solution Engineers and Sales Managers regarding my MSM product demo video.
Various MSM Self-service Portal Mobile, Tablet & Desktop Screens.

Industry Roadmap Summit

The Problem

My Communications Cloud team was tasked with creating a demo for the Salesforce Industries 'Roadmap Summit' event with Parker Harris and David Schmaier as panelists.

The Roadmap Summit competition is an internal Salesforce Industries event where teams create complete working demos to highlight upcoming innovation in their particular Industry Cloud product.

I contributed to the Communications Cloud demos.

The working chatbot demo in a previous Self-service Portal demo
Communications Cloud Roadmap Summit Demo Video (Google Drive) new window

The Solution & Outcome

  • I contributed to multiple demos including the Guided Selling & Proactive Fulfillment demo.
  • I configured the Service Agent Console and Self-service Portal with demo data.
  • I wrote the script for the Service Agent Console and Self-service Portal and recorded, narrated and edited the entire demo video.
  • Our demo was well received and received positive feedback from the panel. In addition our demo was called out by the head of Industries, Jujhar Singh for its innovation and quality.
  • The product was added to our roadmap and was released as Predictive Order Fulfillment Date and Order Delay new window.
Work