About the Client
A premier jewelry retail chain famous for its high-quality diamond jewelry, particularly its signature 73-faceted Crown Star diamond and innovative,
modern designs. It is recognized for Belgian craftsmanship, 100% certified diamond and gold products, and pioneering retail designs in platinum.
Business Challenges
- Opportunity management relied on complex stage-based page layouts: Each opportunity stage used a separate page layout, creating a cluttered user experience, increasing maintenance overhead, and causing inconsistencies during data entry.
- Parent and child opportunities lacked clear separation: All opportunities were managed uniformly, making it difficult to distinguish strategic, extendable, and supporting opportunities.
- Document management capabilities were limited: Standard Salesforce file upload functionality did not support advanced document handling or integration with external systems such as QuEST, limiting centralized document visibility.
- SLA monitoring was inconsistent: Opportunity inactivity was tracked manually, making it difficult to enforce SLA timelines consistently across stages with different inactivity thresholds.
- Opportunity classification lacked structure and objectivity: Opportunities were not consistently scored or categorized, and qualitative business factors such as strategic relevance were not linked to measurable evaluation criteria.
- Currency conversion processes were manual: Users manually calculated converted values when changing billing currencies, increasing the risk of reporting inaccuracies across global opportunities.
What We Did
- Simplified the user experience with Dynamic Forms: Replaced multiple stage-specific page layouts with a single Dynamic Form-based Lightning page that adapts automatically based on the opportunity stage, reducing complexity and improving usability.
- Implemented a parent-child opportunity framework: Designed a structured hierarchy model to clearly separate parent and supporting opportunities, improving opportunity tracking, reporting accuracy, and pipeline visibility.
- Enhanced document management with API integration: Created a custom LWC for document uploads with integrated sync and delete capabilities, enabling seamless integration between Salesforce and the external QuEST platform.
- Configured stage-based document validations: Implemented dynamic validation rules to ensure required documents are uploaded before opportunities can progress through specific stages.
- Automated SLA inactivity monitoring: Built a scheduler that evaluates inactivity based on Last Modified Date and stage-specific SLA thresholds, automatically updating inactive opportunities to an SLA Inactive status.
- Automated currency conversion using metadata: Leveraged metadata-driven exchange rates to automatically calculate converted amounts whenever billing currencies are changed, improving consistency in international reporting.
Value Delivered
- A unified and intuitive opportunity management experience: Dynamic Forms eliminated the need for multiple layouts, creating a cleaner, more responsive user interface and reducing configuration complexity.
- Faster and more reliable opportunity extension processes: The new LWC-based extension framework simplified opportunity cloning, reduced manual effort, and improved data accuracy.
- Stronger compliance and audit readiness: Stage-specific validation rules ensure critical documentation is consistently captured before opportunity progression.
- Proactive SLA governance: Automated inactivity tracking improved SLA enforcement and enabled teams to respond to stalled opportunities more effectively.
- Data-driven opportunity prioritization: Automated scoring and classification introduced objective evaluation criteria, supporting better strategic alignment and decision-making.
- Improved global financial reporting accuracy: Automated currency conversion reduced manual calculations and strengthened consistency in international opportunity reporting.