Imagine, you have chosen to go for an (renewed) implementation of Salesforce Service Cloud because further want to digitalize and optimize different service processes. A matter of implementing and activating and you’re up to speed, you thought…

According to your implementation partner, you were able to get specific needs solved through customized development of certain unique solutions. Sounded good, but so far you’re still waiting after many months until they’re done. All requests you have additionally meanwhile seems to be a huge challenge and the costs are much higher than forecasted. This delay wasn’t foreseen and the board of your organization is starting to pressure you. Would a more simplified, standard out-of-the-box implementation have been more wise? It is the continuous battle between configuration and customization: how do you decide what is the best decision for you?

“For customization of solutions, new code needs to be written for having the software to function what isn’t within the standard solution.”

Round 1: the advantages of customization

With customization, specific solutions are created within the Salesforce platform, for example because certain functionalities, integrations or applications are missing that you do need to complete your entire ecosystem with all touch points with the consumer. For this, fundamental adjustments must be made to the platform, which means that new code must be written to make the software in question do something that it cannot yet optimally or automatically do. These are often more robust and longer trajectories, since coding is a time-consuming business.

The advantages:

  • The implemented solution is specially designed to fit your company and thus offers a customized user experience.
  • No concessions are made, it is developed exactly as you request and therefore meets all your wishes.
  • It gives you the feeling of being ‘unique’, after all, a standard solution did not suffice in your eyes.

“A configuration process takes less time, because you use existing functionalities and previous developments.”

Round 2: the advantages of configuration

As opposed to providing customization, it is mainly concentrating on configuration of the platform. When configuring, you will look at how you can optimally use existing, so-called ‘Standard Out-of-the-Box’ (SOOTB) solutions within the Salesforce platform, to arrive at the perfect solution. Or you use external solutions such as product add-ons or external objects. These are additional solutions to the existing infrastructure that are already pre-developed. They are usually developed by Salesforce partners who have dealt with the challenge in question before and created a standardized solution for it. By configuring these additional solutions, you enrich the platform and adapt it in such a way that it perfectly matches the wishes of the customer.

The advantages:

  • The process is shorter because you simply use the existing possibilities and previous developments instead of coming up with something completely new.
  • At the same time, this also ensures lower costs, more flexibility and better scalability.
  • It is easier to run a project together with the internal organization, in which your own specialized Salesforce employees develop. As a result, they immediately go through a training process. This ensures a better and more effective adoption.

“A configuration process takes less time, because you use existing functionalities and previous developments.”

And the winner is… Configuration.

At least in our vision. We consciously choose to use existing solutions as much as possible in implementation processes. We only code if there really is no other way. Why? Because delivering custom work mainly costs extra work and time. This is of course interesting for the supplier, who can then invoice more. But is it also best for you? The term customization suggests that it makes the solution more scalable and flexible. Often the opposite is the case. The more you adjust in the basic system, for example a Salesforce platform, the greater the risk of complications with, among other things, upgrades and integrations.

Don’t make it unnecessarily complicated

Of course, you have to look at the possibilities (and impossibilities) for each situation. In most cases, however, it is completely unnecessary to reinvent the wheel over and over again. We are simply not as unique as we like to think: many companies struggle with similar issues. The reality is that 70% of data modeling challenges and 35% of innovation requests are equivalent, as are 60% of the components or functionalities in a typical implementation. We think it is a shame to leave this wealth of already thought-out solutions and technologies unused and use them to develop new features and tools that are complementary to the Salesforce platform (product add-ons). It allows you to secretly realize a bit of customization using standard products and it saves you a lot of hassle and time.

Our motto is ‘simplifying technology’ for a reason, so as far as we’re concerned: don’t make it unnecessarily complicated!

More info?

We are happy to have a chat with you to discover what the best solutions is for you and your organization. Send us message or directly plan a meeting via this link.

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