Implementing a new CRM system can be a daunting task for many, and when your entire operation depends on getting the new system up and running, you need to set yourself (and your team) up for success.
Salesforce is a powerful platform for managing customer relationships and automating business processes, and FinDock extends this functionality by including online and offline payment processing. And to get the most out of it, a solid implementation strategy is the key.
In this blog, you’ll learn more about the five stages of the Salesforce and FinDock implementation. While there’s no one-size-fits-all approach, you can adjust the processes to meet your unique needs.
If you’re implementing for a nonprofit organisation, it would be a good idea to complete the Salesforce for Nonprofits Implementation Best Practices module on Trailhead before getting started.
Before the implementation
Great – you chose FinDock & Salesforce in your selection process, so now it’s time to start planning. The first step is to choose a system integrator (if you don’t already have one) – a company specialising in implementing Salesforce.
Your SI (system integrator) needs to be able to understand your business processes and make conversations on how to best implement them. We recommend choosing a partner that has previously completed the FinDock implementation training so that the process goes smoother.
Other aspects you should consider are:
- Maintenance and Service Management. Governance should be your top priority. Appointing an internal system admin early in the process can help by keeping knowledge within the organisation – and not having to rely on external help. At the same time, you should have continuous contact with the implementing partner — your partner and admin can oversee the entirety of your implementation and processes, and FinDock can help if you encounter bugs and issues.
- Stakeholders. Before you start, you should have a clear overview of key stakeholders – who will depend on the system and who will be involved in the decision-making process. This will ensure all angles are covered, and the system will be more easily adopted by all your departments.
- Scope. Along with your partner, you should define the use case of your project. This should include a list of technical items (payment methods, reconciliation rules, bank statement formats, etc.), but also functional processes (thank you flows, failed payment follow-ups, and more).
- Timeline. In larger implementation projects, it’s sometimes tempting to delay discussions about payments and payment flows. However, creating a full 360 view from the beginning and including the FinDock unified data model to capture relevant information about customers is essential in defining the right follow-up processes and can influence the entire implementation.
- Data migration & retention. Moving data across systems and adapting it to the new data model can be hard, which is why it’s important to have a set process early in the implementation process.
- Testing. A solid implementation plan will discuss and allow for continuous testing of new functionality throughout the development and implementation process. It can be very helpful to prepare payment-related files (like bank statements and external payment processing files) with test data. For development, small data sets are great, but for acceptance testing, it’s ideal to have production-size volumes to test the system at scale as well. And before the go-live, testing with small amounts (Penny-tests) is recommended for every combination of payment methods and processors.
So with a clear plan, scope and the support of our key stakeholders, you can move into the actual implementation.
During the implementation
FinDock is generally implemented as part of a larger journey, meaning that before you implement it, you need to complete some ‘non-FinDock’ processes too. A good approach is to implement from a process point of view. Implementing Direct Debit or online donations as a stand-alone process(with its own configuration, follow-up journeys, reporting, dashboards, and more) rather than setting up FinDock in a general sense.
While it all starts with FinDock’s initial installation and configuration, this model adds the unified payments data model to your Salesforce org and will allow you to set permissions, define page layouts and define your base architecture for further development.
After every implemented feature, it’s important to test it using test data (to minimise the risk of data leaks or accidentally sending out emails to actual customers). Usability, user-friendliness, data migration results, and overall business automation and processes should be on the testing list in order to make sure the actual outcome of the process is as expected.
Finally, it’s important to train end users and administrators to use and maintain the system. Developing a resource library(or even a simple ‘cheat sheet’) can be a helpful tool for ensuring that everyone has the information and support they need to be successful.
Pre Go-live
As the implementation is nearing completion and the go-live date is approaching, it is important to be well prepared and have a comprehensive and detailed plan for the go-live itself and for how to get there.
An important step in this stage is to make sure that your deployment to the production org is done, including those settings which have to be manually transferred.
Once that is complete, you are ready for data migration and final acceptance testing. FinDock’s data validation is a great tool to assess if the migrated data is complete and correct.
Final testing should include penny tests for all combinations of payment methods and processors you intend to use.
These steps are critical in ensuring the system functions as expected and that payments are processed correctly and smoothly without issues. A diligent approach reduces the risk of disruptions, downtime and inconveniences during and after go-live.
During the implementation of Salesforce & FinDock, FinDock can work together with you and your system integrator to secure the success of the entire project by including Expert Services in our offering. Your SI will lead the implementation, while FinDock will provide an Expert to help the SI during and after the implementation.
Go-live
Implementation is done, so it’s time to go live with your project. This is a big step, as you now start processing real transactions and handling actual payments. To ensure a smooth transition, you can get in touch with us and sign up for HyperCare support during the go-live process.
After the go-live
Once the implementation of FinDock is complete, it’s important to establish clear procedures for change management within the organisation. Effective governance is critical for ensuring the continued success of the system and preventing potential issues from arising.
In addition, it’s important to assess whether there were any tasks or features that weren’t completed during the initial implementation. Now is the time to start working on those items, whether it’s adding new payment methods, refining data flows, or improving reporting capabilities. This process of continuous improvement will help ensure that the system remains effective and useful for your organisation.
FinDock offers a powerful and flexible payment platform that enables organisations to manage payments in a centralised, secure, and efficient way. By following the best practices and recommendations presented in this blog post and our documentation, you can maximise the benefits of FinDock and Salesforce and deliver a seamless payment experience to your customers, donors, members, and more.
A successful implementation is not just about installing the software and configuring the settings but also about adopting a holistic and proactive approach that involves all stakeholders, from end-users to administrators and technical support. With FinDock’s Support and Expert services, you can ensure that your payment processing system is optimised for performance, scalability, and compliance and that your organisation can focus on its core mission and impact.
Want to know more about implementing FinDock for your organisation? Then get in contact with us.