Organizational change is a reality of business. Companies acquire or merge
with other businesses. Multiple divisions within an enterprise become joined
into one unit as companies grow or adjust to market changes. Regardless of the
circumstances, organizational change can have a huge impact on customer data,
including how it is managed and how it is used.
For Salesforce CRM customers, organizational changes might necessitate the consolidation
of multiple instances, also called an 'org merge.' An org merge melds multiple
Salesforce CRM instances into a single instance, also know as the 'Single Global
Org,' so businesses have a universal view of the customer even as the organization
evolves and grows.
Org merge projects involve both risks and benefits. If done correctly, an org
merge can help organizations enjoy benefits such as a single source of reliable
customer information, standardized processes and costs savings. If done poorly,
a merge can result in low-quality customer data and dissatisfied users and customers,
ultimately affecting poor process execution from sales, marketing to finance.
This paper will describe why and when companies need an org merge and best practices
for ensuring a successful merge instance consolidation.
Anatomy of an Org Merge
When two salesforce.com customers merge operations-for example during a corporate
acquisition-it creates an environment where there are two separate sets of Salesforce
CRM data. Typically, each data set has been tailored to the particular need
of the business and its users. As a result, each data set has a different structure
and varied level of complexity.
The new organization will likely need to bring information from one Salesforce
CRM instance into another so that there is one consistent source of customer
data available to all users. When performing an org merge, managers initially
need to conduct a thorough analysis to determine what they want the new, merged
Salesforce CRM system to include and which processes the application will support.
Key Factors to Consider During an Org Merge:
- Which organization will be the master
- Which fields or data sets must be included,
which ones would be nice to have, and which
ones can be dropped?
- What resources are available to support the
- What governance model is in place?
- What's the implementation timeline?
- What kind of consolidation will be done among
- How will different departments in the
organization access and interact with the data
on an ongoing basis?
- How will the data be used to make business
- What new security/access considerations are
- Are there multi-currency and multi-language