Salesforce Engagement Platform scale improvements
Customer: Salesforce, Marketing Cloud
Case
Maciek, VP of Software Engineering, helped turn around a software engineering organization, enabling a flagship product to deliver on customer’s expectations and improve the engineering team’s operational agility.
The challenge
Salesforce Marketing Cloud offered its flagship service, Journey Builder, to allow customers to build complex marketing campaign orchestrations. However, the service suffered from scale problems and was undergoing a major overhaul. The engineering effort to date has not brought the expected results, and the team was struggling with the pace of delivery and operational excellence. The customers were voicing their feedback.
The project
Maciek joined the organization, identified key challenges, and reorganized the team to address those challenges in order of priority. He also brought in new talent to complement the existing staff. While engaging directly with key customers, he provided strategic direction to the team and offered detailed technical and operational guidance. The results were quickly evident.
- Scale Improvements: Enabled the flagship product, Journey Builder, to reach its scale goals and meet customer expectations through rigorous problem analysis and engineering fundamentals. The scale improved from ~100k contacts per day to ~3M contacts daily, directly translating to revenue gains.
- Team Transformation: Transformed a struggling organization into a well-functioning one through organizational changes and a focus on talent acquisition and development
- Operational Excellence: Rolled out a new dev-ops work model with a focus on service ownership and observability, which allowed the team to measure and meet the 99.99% reliability goal
- Customer Focus: Improved customer satisfaction and retention through direct engagement with key customers and the detailed multi-month improvement plan rollout. Those improvements directly led to the top 3 customers re-signing their multi-year contracts.
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What people are saying
Maciek is a very knowledgeable technical leader. I had the privilege of working with him on a transformation project and witnessed his leadership first hand. He demonstrated thought leadership and drove clarity with our team and the partners. He patiently brought everyone along the journey, which is a critical aspect managing transformation.
Vivienne Wei, COO, Salesforce Data