The Company
The client is a leading finance company that builds, owns, and operates sustainable infrastructure to deliver affordable and reliable resource solutions. The company operates and finances assets in energy, mobility, and water resources. They have over 400 customers and over 2000 assets operating and serving their customers.
The Challenge
The company uses Salesforce extensively for their business processes. One such critical process is ACH, which allows for automatic funds transfers between two entities. They have an extensive and complex flow with over 50 nodes that handles their ACH process. Because of this, there is potential for the flow to break due to user error or incorrect information.
Though these types of errors were rare, they did happen and would cause millions of dollars of payments to not get processed. It thus became a top priority for their technology and data teams to identify the issue quickly and ensure a fast and precise resolution for the company’s executives. The mandate was clear: the company could not afford such errors financially or reputationally.
The Solution
The client installed Pharos in their org and used its custom Logs object extensively to track issues. They instituted a weekly team meeting to go through the logs generated by Pharos. When the ACH error occurred, Pharos was able to immediately identify it without having to go back to the business user and ask them to recreate how they entered information into the flow.
The observability framework that underpins Pharos allowed them to see a detailed stack trace and pinpoint the exact field where the flow broke without having to go through each step. Using this information, the data and technology teams collaborated and developed a quick resolution. Pharos is also used to provide future monitoring of this process to catch issues rapidly and proactively.
The Result
- MTTI (mean time to identify error) reduced from hours to seconds
- MTTR (mean time to resolve error) reduced from half a day to an hour
- Monitoring rules with specific parameters and criteria ensured critical errors were automatically tracked and logged
- Collaborative review process provided a health check for the org