The Company
Golden Ratio is a Consulting and Development firm specializing in Salesforce Development, Integrations and Customizations with a primary focus on building custom logic. Golden Ratio has helped hundreds of clients, varying in size and complexity, from Fortune 500 companies to start ups. With a seasoned staff of engineers, QA, Project Managers and Business Analysts, they provide design and build capabilities, and post go-live solutions ensuring good adoption.
The Challenge
The client was a vendor of interior finishes, using a large network of suppliers to purchase materials for remodeling or new construction. In addition to using an archaic business model, the client had very complex requirements: they wanted a CRM and ERP tool, an accounting system and an invoicing and billing system. However, they had limited resources and did not want multiple applications.
Instead, they wanted to do it all in Salesforce and avoid integrations and multiple logins to make it easier for their users. They also did not want the Salesforce UI as it did not address their requirements of specific views which were tailored to their specific tasks.
The Solution
This was a very complicated project and Golden Ratio assigned over ten people to work on it. They did a major release every two weeks and soon after they went live with version 1, the client company grew -- they opened 5 more locations, had more warehouses and more hires, an offshore team and went from 20 to 200 users. This created a huge potential for problems in their org. If there was a breakdown at any time in the life cycle, their entire business would fall apart.
Golden Ratio knew they needed to integrate troubleshooting flow into their development process and accordingly they installed Pharos. They were able to set up extensive Jira rules in Pharos to track issues right away. Developers live on Jira and seeing something pop on the board helped them resolve issues immediately.
Pharos dramatically reduced their MTTI- mean time to identify errors-- from days to seconds. It helped simplify an otherwise cumbersome triage process which involves chasing users, recreating the error (if they even can), and then figuring out how often it is happening, is it new or old, how many people it's impacting and decide if it's important to work on. Pharos eliminated this entire process altogether. All the information discerned in triage was already available and clearly stated. It saved their developers hours in triage time.
Pharos’ observability structure allowed them to see the exact error, where it originated and who it impacted, with the stack trace readily available. What would have taken hours, took minutes.
"Pharos turned the entire triage investigative process into a simple exercise. It helped our developers discern what's important and what's not, and tackle the important issues immediately." -- Dimitrii Surkov, Dev Manager, Golden Ratio
Pharos was also beneficial on the client side. The client had no operations team, so there was no time to gather feedback from users and try to figure out their problems. Pharos provided more visibility into problems and they were able to find a fix quickly and isolate the impact.
The Results
This client had many integrations -- Docusign, AWS, Stripe, and Avalara. With Pharos running in the background, they were able to immediately identify any credit card payment issues, thus eliminating the risk of lost revenue. Pharos also helped identify and track problems with billing and invoicing. This client's entire business, from start to finish, relied on these systems working efficiently at all times, and Pharos ensured this was happening smoothly.