High Level Solution Design: Astro360 Salesforce Case Study

Following from our article on the Product Backlog, this is the fourth article in the Astro360 Salesforce Case Study, a fictional account of how AstroLift used Salesforce to manage their customer relationships in the most cost-effective way by putting them at the centre of everything they did.

The High Level Solution Design Document is the document that describes the high level technical aspects of the system to be built. It covers the main parts of the system, providing an overview of the entire solution. It’s by no means an exhaustive list of all the more detailed aspects of what’s to be built, like the fields, data types, classes, and flows, but more of a framework to guide the development teams to come up with the more detailed aspects of the system.

Where to start?

Ernie’s responsible for delivering the High Level Solution Design, but he needs to base the design of the system on the requirements from AstroLift. That’s where all of Klaus’ hard work comes in developing the Product Backlog.

Break the document up into sections

High Level Solution Design documents can have a lot of information, so it’s helpful to break the document into sections so it’s easier to reference for the developers. For the Astro360 project, Ernie’s decided to break it up like so:

  • Introduction
    • Document Audience
    • Document Purpose
  • Executive Summary
    • Project Overview
    • Project Context
    • Project Pain Points
    • Project Goals
    • Phase 1 Project Scope – CRM Stream
    • Phase 1 Project Out of Scope – CRM Stream
  • Architecture
    • Current State Architecture
    • Interim State Architecture
    • Future State Architecture
    • Design Decisions
  • Integration
    • External Systems
    • Current State Integration Patterns
    • Future State Integration Patterns
  • Identity and Access Management
    • Personas
    • Apps
    • Access
    • Profiles
    • Permission Sets
    • Role Hierarchy
    • Sharing
  • Deployment Lifecycle
    • Environment Management
    • Deployment Process
  • Appendices
    • Sales Cloud Features
    • CPQ Features
    • Service Cloud Features
    • Community Features

High Level Design for Astro360 Phase 1

Introduction

Document Audience
Document Purpose

Executive Summary

Project Overview

AstroLift is a company that specialises in transporting small-medium sized payloads to low-earth orbit. While continuing to to take significant market share from its competitors in the commercial payload market, In 2018 the company started launching its own communications satellites. This is the start of a space-based internet system named AstroLink that will bring broadband internet to every corner of the Earth. Near the end of 2020, AstroLink customers started using this service in specific areas of Canada and the United States.

AstroLift’s legacy systems have been designed to provide B2B products and services for commercial clients paying for launching payloads into orbit. However, the company is looking at taking on millions, maybe billions, of new B2C AstroLink customers over the next few years, so they need to build a system that will provide their customers with excellent service, at low cost. AstroLink currently has no dedicated CRM system and uses a variety of disparate systems to sell and provide service to customers, which can affect the customer experience.

This is the initial phase of a three phase program, intended to take 6 months from kick off to go-live.

Project Pain Points
Project Goals
  • Decrease cost to convert a prospect to a customer by 25%
  • Increase ATV by 15%
  • Decrease AHT by 33%
  • Increase NPS by 20%
Phase 1 Project Scope – CRM Stream

The Astro360 Phase 1 project will stand up a greenfield Customer Relationship Management (CRM) system using the Salesforce platform. This CRM system will be the source of truth for all prospect and customer attributes, communications, and subscriptions. The CRM stream will deliver the functionality outlined in the Product Backlog (see Appendices) using this technical overview for guidance.

  • Stand up Salesforce Sales Cloud, Salesforce CPQ, Salesforce Service Cloud, and Salesforce Communities
  • Stand up Mulesoft ESB
  • Integrate with existing billing system
  • Migrate customer and subscription data
Astro360 Solution Roadmap
Out of Phase 1 Project Scope – CRM Stream
  • Salesforce Marketing Cloud Implementation
  • Salesforce Billing Implementation
  • Integration development required outside of Salesforce or Mulesoft

Architecture

Current State Architecture

Architectural Context

Future State Architecture (End Phase 1)

Architectural Context

Entity Relationship Diagram

Design Decisions
  • Astro360 will be built in new instances of Sales, Service, CPQ, and Community Clouds
    • Approved – Nel
  • Astro360 will be integrated to external systems using Mulesoft as the Integration Platform
    • Approved – Nel

Integration

External Systems
Current State Integration Patterns
Future State Integration Patterns

Identity and Access Management

Personas
Apps
Access
Profiles
Permission Sets
Role Hierarchy
Sharing

Deployment Lifecycle

Environment Management
Deployment Process

Appendices

Product Backlog
Sales Cloud Features

Lead Management

Opportunity Management

Account Management

Contact Management

Opportunity Forecasting

Territory Management

Chatter

Reports and Dashboards

CPQ Features

Order Management

Subscription Management

Product Management

Pricing Management

Discount Management

Service Cloud Features

Case Management

Omni channel

Escalation Management

Computer Telephony Integration

Chatter

Reports and Dashboards

Community Features

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