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Abstract

This healthcare organization’s Salesforce enhancements and defects team had 100+ client tickets in its backlog. The tickets were aging and the organization didn’t have the bandwidth to research and solve them in the turnaround time their clients expected.

Our SDLC Partners’ scrum team leveraged the benefits of agile to close 99 percent of all tickets in just four months.

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The Challenge

This health care services organizations had numerous clients with a total of 100+ Salesforce software enhancement requests sitting in their backlog.

Aging tickets and slow responses to their clients was threatening customer loyalty and satisfaction. Additionally, their business analysts and developers were facing burnout to address the growing backlog in addition to current and upcoming work. “The Agile ticket team quickly onboarded and learned the system enough to be able to process tickets with minimal outside help from the base team.

agile team illustration

The team worked through their backlog very quickly and efficiently and handled all of the communication, release, and other details that they needed to.

It was like having a mini task force that was working autonomously with the singular goal to bring down the numbers in our ticket queue…and they succeeded. Each member had a different responsibility and they each executed at a very high level.

The documentation they created and left behind, was very impressive given most of the team’s overall lack of experience with the system when they began.

Overall, I would recommend this approach to anyone looking to leverage the benefits of Agile for quick results in their ticket queue.”

Steve Miller,
Team Manager, IT
Enterprise Sales Solutions
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The Solution

SDLC Partners responded quickly by creating a new scrum team who leveraged the benefits of Agile methodology to research, fix, and close the aging Salesforce tickets. The backlog tickets were addressed on a two-week sprint schedule.

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The Results

The SDLC Partners’ scrum team closed 99 percent of all tickets within just four months. Plus, they closed 30 percent of the tickets in the first month.

This client was able to catch-up by bringing a seasoned team in who could get up to speed quickly and execute seamlessly. Additionally, the scrum team left behind materials to enable the client’s own staff to keep up with Salesforce maintenance on their own.

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