Tabletochki

One of the key challenges was the task of quickly switching to a new, more advanced CRM system. It was necessary that the new, Salesforce-based solution would immediately support Tabletochki’s basic operational processes and provide donor service at least at the same level as with Bitrix24. That CRM had already needed to be decommissioned, freezing operations as a result. They faced a dilemma: sacrifice some of the more complex desired functionality to reduce setup time and get back online as quickly as possible; or implement as many improvements as possible, in turn prolonging the setup time and period of disruption.

Another project requirement was to transfer historical data on active subscriptions for monthly payments to the new solution, and teach it to correctly recognize future write-offs and link them to the parent opportunity. This task was complicated by the fact that this was the first such project on the Ukrainian market, so there were no ready-made solutions for integration with LiqPay, the local payment system.

After weighing all the factors, the client and VRP came to a joint decision to choose the first scenario: to break the project into stages and first implement the basic functionality of Salesforce as “minimum viable product” (MVP). This would make it possible to launch the product in a short time and with a minimum number of technical bugs, which are always inevitable at the debugging stage. With this MVP, which would be more than merely minimal, they would get initial experience working with the solution, make adjustments to the requirements for the desired functionality, and launch the communication module, Marketing Cloud in a second stage.

After a series of in-depth interviews with Tabletochki’s team, VRP’s experts developed a project scope and roadmap. A new Salesforce solution, featuring a new data model, addressed all types of customized donor management cycles, re-engineered the integration with LiqPay, and included recurrent donation reactivation procedures, automated template-based donor communications, and dashboards.

The complexity of data migration was managed by VRP’s experts through a two-stage process: the first stage for historical data, and the second for new incoming payments during the migration.

VRP’s team also provided much-needed post-implementation support and assistance to increase adoption. As well as onboarding Tabletochki’s core users onto the new solution and providing training sessions and documentation, they also helped their staff to understand the data model, and made the entire development and implementation process understandable to non-technical personnel.

The VRP team also answered ad-hoc queries and helped Tabletochki to build reports, enabling them to meet data requests soon after the solution went live.