About the Client
Troubleshooting system issues, assisting staff in operating the systems, and ensuring uptime and availability were a few of the challenges, that offices situated in multiple locations working with data stored in standalone systems faced. It was equally important that the systems encapsulating sensitive data were safe from Malware and other external security threats. Given the sensitivity of the data, the organization sought a partner who could deliver such complex tech solutions to multiple facets of business in an agile manner.
Step 1: Develop a centralized portal to enhance the Casework Tracking Management System (CTMS)
The Goal: To create a cloud-based portal with standardized data structures, workflows, access controls, and reporting tools to be adopted by the respective country units, thus enabling seamless collaboration, efficient data reporting, and faster decision-making.
The Implementation/Execution: The team built an integrated portal with advanced customizations for seamless collaboration and improved management. As the first step, Trigent went beyond Technology and deeply understood the organization’s processes and programs. Trigent extensively evaluated the existing application to identify data elements. The portal provided a single view of a particular case in terms of:
The Goal: Every case generated medico-legal documents, evidence data, court briefs, rulings, and investigative reports that needed to be securely stored and accessible by authorized personnel. A Document Management System (DMS) that is easy to use, yet afforded all the safeguards and access controls was identified as the need of the hour.
The Implementation/Execution: The team developed a document management planning process consisting of the following steps:
This led to better decision-making, reduced risks, and overall cost savings. Data in SharePoint needed to be more structured. Data cleansing and segregation were done in a region-specific pattern. The structured data was then migrated to SharePoint Online. Additionally, leveraging Power Platform, the team proactively took care of several enhancements, such as addressing a change request and building new request forms, to name a few.
Step 3: Seamlessly migrate data from individual systems in each country by leveraging Salesforce
The Goal: Data in the silos in each country needed to be extracted, and transformed into the standardized format. The goal was to ensure data integrity during migration as well as the security of the sensitive data.
The Implementation/Execution: Trigent’s certified Salesforce experts created a roadmap to migrate data from all the field offices to Salesforce. GraphQL was leveraged to collate data from 15 end-points, and Relay was used to reduce the rendering time to 20 seconds from 1 minute and 20 seconds. Additionally, the team identified opportunities for expediting the loading process.
Dell Boomi was leveraged to securely transform sensitive data into multiple formats, such as flat files, Excel sheets, and APIs, to name a few. The platform enabled the organization to access legal data, ensure the data remained secure, eliminate manual data entry, and decrease errors by 90%.
Furthermore, Trigent’s QE engineers analyzed the associated risks and identified the source of migration errors. The QE team prepared a testing strategy for the migration process. Object/field level, data integrity, workflow, and ETL load validations were done. Moreover, integration and compatibility testing ensured that the data flow between different components did not break under any condition.
Step 4: Enhance aftercare effectiveness programs with Business Intelligence (BI)
The Goal: To leverage the centralized data to define metrics that track the progress and impact of the projects, create daily, weekly, monthly reports to review performance, and identify areas that need improvement or corrective measures.
The Implementation/ Execution: Trigent’s team undertook a knowledge transfer. The discovery phase further included a series of discussions and analysis of the relevant data to showcase/track the progress of each case.
Based on the rigorous 2-week analysis, the team created a BI solution. Multi-dimensional data models were designed to understand and analyze the data quickly. Star schema was applied to create the data mart. Extract, transform, and load (ETL) process combined data from several locations and multiple sources, such as home-grown applications and survey tools, and consolidated them into a Datamart. Global dashboards were developed and shared with the leadership team. Tableau was leveraged to create graphical representations of the effectiveness and progress of every case.
Step 5: Assure high availability of IT systems with process-driven IT Infrastructure
The Goal: To minimize the requirement for dedicated IT support teams in each of the country operations by switching to centralized IT infrastructure management that included Servers, Networks, Desktops, and portable devices such as laptops, mobile, and tablets.
The Implementation/Execution: Trigent’s Virtual Command Center (VCC) solution enabled proactive and 24/7 management of the organization’s IT infrastructure. The centralized team also provided support for IT (L1, L2, and L3). Tools like Azure, (x)Matters, IBM Maximo, TeamViewer, and LogicMonitor were leveraged to monitor, address, and manage all the end-user and server tickets across various locations. The tickets were raised on ServiceNow.
The VCC solution enabled the organization to connect with over 150 network elements and extend support to over 150 servers and 2,000 desktops across multiple global locations. IT operations management (ITOM) is the next phase, where Trigent will enable the organization to predict anomalies, analyze root causes, and initiate remediation for smooth IT operations.
New Initiative: Extending the cloud-enabled digital core - Portal for Donors
Trigent developed this Fundraiser Portal leveraging Salesforce. Visualforce objects allowed developers to build sophisticated, custom user interfaces that were hosted natively on the Lightning Platform. Multiple 3rd payment integrations were made with various online credit card payments, PayPal, and payment applications.
The portal allowed Donors to manage their profiles, set up their donation preferences, select payment options, and modify contributions when needed.