CRM Architecture Go-Live | Kent State University

CRM Architecture Go-Live

The CRM Architecture team’s journey over the last year was a rollercoaster, mirroring the progress made and changes encountered by the CRM projects as a whole. The journey was started with the concurrent development and go-live of several large initiatives, and ended with a strategic shift in the core design of the orgs. Time throughout was spent iteratively building what has become the standard operating procedures.

It would be safe to say that the entire CRM community at the university was far more inexperienced at the beginning of 2017 than now. We relied heavily on our implementation partners for guides, best practices, and general know-how. The CRM Architecture team
was originally formed as an internal weekly meeting with our implementation partners. As our expertise grew, the CRM Architecture team meetings replaced the meetings with our implementation partners and become the primary place for architectural discussions and
decisions.

In the beginning, the CRM Architecture team addressed basic details as needed by projects in development and preparing to launch such as:

  • Naming conventions, testing, and sign-off procedures
  • The data dictionary to document the data
  • Profiles and permission sets to secure access

With the growing maturity of the CRM, the CRM Architecture team documented, standardized, and informed the CRM community about standard operating procedures in the areas of deployments, testing, provisioning access, and communicating upcoming changes.

At the end of 2017, the CRM Architecture team was mostly focused on the work resulting from the Org Strategy Accelerator. This involved moving, copying, or removing customizations, integrations, and custom applications from the one original org into three new orgs, as
well as making sure that the existing operating procedures were still applicable and applied in the three orgs.

In 2018, the CRM Architecture team will finish the org split activities and will implement more automation for the daily support activities, such as deployments, code reviews, and provisioning access to the CRM – which now need to be done in three orgs instead of one.

The next year looks to be a fruitful and busy time for the CRM Architecture team, with an exciting roadmap of CRM projects slated for 2018. The CRM Architecture team would like to thank everyone at the university and our partners for their contributions over the last year!

POSTED: Wednesday, February 21, 2018 - 3:44pm
UPDATED: Wednesday, February 21, 2018 - 3:51pm