“Wrap” Rather Than Customize Salesforce CRM
We allocated a scrum team to this project, including a product manager, tech lead, three developers, a tester, and a UX designer. For orientation, at the start of the project, we involved the whole team in a business requirements workshop with salespeople and sales operations managers.
From a user experience perspective, we concluded that attempting to customize Salesforce would take too long. Moreover, our Salesforce admin was keen to avoid heavy customization, which risked making future changes or upgrades more difficult and riskier.
We, therefore, decided to treat Salesforce.com as a system of record. The traditional UI would still be available for power users, but for day-to-day use by salespeople, we’d build an entirely new front-end using OutSystems UI.