Roq Supports Not-For-Profit Organisation Through Certinia (FinancialForce) Implementation

The Client

Roq’s client is a member-led, not-for-profit and non-party political organisation which represents small businesses and the self-employed.

The Challenge

The client was going through a period of digital transformation and implementing both Salesforce and Certinia (formerly FinancialForce), through two separate vendors. Prior to Roq being engaged with the project, it was proving a challenge to manage both vendors simultaneously with both resource and capability, so the decision was made to pause the Salesforce implementation and prioritise Certinia. Roq was engaged at this point to support with onward delivery. At point of engagement the client was struggling with their testing processes.

The Solution

Roq immediately utilised their Quality Engineering expertise to introduce approved processes for the project, along with Azure DevOps to track defects and tickets, and improve communications and traceability of fixes.

Roq addressed the limited test team and business user resource by supporting the internal team in providing knowledge transfer and training sessions for the wider business. This included demoing the solution and identifying gaps between how the system had been configured and how existing processes worked, this process drew out some issues which resulted in the redefinition and refining of the solution and creation of additional user stories.

The Outcome  

From Roq’s efforts to become an expert in the client solution and train the internal team, Roq’s client gained confidence in using the product and developed a fantastic relationship with the Roq team. So much so that Roq was requested to extend the engagement following the end of testing and into live support, to ensure the business was supported in the first few weeks of live. The support provided by the team was really appreciated and the result has seen minimal issues post live, with one key business sponsor providing the feedback below.

“After a very long, and stressful period of months, Friday saw us sign of UAT for the Finance delivery of our digital transformation project. This milestone would have been a lot harder to reach without the work ethic that Roq has shown. 

The Roq team have taken a product unfamiliar to them and learnt it to a point of being our SME on it.

For the last few weeks, Roq has been the absolute go to for the business to triage all issues ascertaining whether there was a bug or a training issue. The Roq team will now undertake a similar role helping the business through the first few weeks after implantation.”

Key value call-outs from this project include:

• Increased business confidence in the solution thanks to Roq’s knowledge transfer and demos

• Product went live on schedule with minimal issues post-release

• Approved test processes and Azure DevOps introduced to improve client testing procedures after Roq’s engagement, leaving the client in a better place.

If you’d like to find out more about how Roq can support your business, please reach out at ask@roq.co.uk.