About Tom Ingram:

Salesforce Technical Program Manager, Hands-On Business Analyst

Technical PM / Scrum Master

Salesforce Platform Developer 1*, Admin 201 Certified

Agile User Story, Lightning, Integration, Process Specialist

tom@tomingraminc.com

Trusted by:

Tom's Recent Salesforce Projects

Tom Ingram Presenter for

Two Technical Sessions: "Lightning Console" and "Customer 360"

 

Fidelity Investments, Salesforce Service Cloud $1 Million Project:  Requirements, Process, Architecture.  Led team of two as techno-functional consultant, BA, Engagement Lead.  Reduced "Time to User Value" from 5 Months to 30 Days.**  Delivered in 10 Weeks:

  • 640 Requirements consolidated to 284 User Stories for Jira import
  • 304 Requirements deferred, out of scope or users able to self-serve
  •  Architecture, ERD defined with 38 Standard and 7 Custom Salesforce Objects, including Requirement Traceability
  • Nine Integrations, 45 Record Types, Permissions, User Groups defined
  • To-Be Process Flow defined for 1500 Clients after 20 Requirements Workshops
  • Road Map, Detailed Implementation Plan, Gap Analysis delivered
  • POC for SLA Milestone Tracking, Training videos created so users could self-serve on 100+ requirements

 

TE Connectivity (Tyco Electronics) a $12 Billion Manufacturer of Electric Connectors.  Led Salesforce Service Cloud project as Senior Consultant / techno-functional BA.  This $5 Million+ Salesforce project expected to result in Cost Savings of $9.6 Million and Gross Profit of $216 Million Over Five Years.    Included Lightning migration.  Agile project.  (Project stalled - reevaluation of payback needed*)

  • 300 Requirements from 20 projects converted to 300 User Stories in 60 days with Jira
  • "I get things done 10 times faster with Tom's team..." [product owner quote after 6 months]
  • ROAD MAP with six Epics, 18 Features and 300 user stories created in 60 days
  • Identified four QUICK-HIT ITEMS, implemented rapidly, producing $200,000+ in quick savings and benefits
  • Released 200+ user stories to production in 14 months
  • Led migration to LIGHTNING from Classic for 125 Agents with dozens of Lightning screen mock ups / wire frames / POCs
  • Led design through EXTREME TECHNICAL COMPLEXITY:  Created initial and ongoing  solution designs, architecture maps for six interfaces, 360 View of the Customer for Agents, Skill Based Routing, optimized routing of phone, chat, web form and email submitted cases, CTI-Phone Routing with Omnichannel, third party software
  • OPTIMIZING HOT LEADS was single highest payback QUICK HIT, creating almost $1 million in five year savings / incremental revenue
  • BUSINESS NOW BELIEVES IT DEPARTMENT CAN DELIVER (after failure of two previous vendors)

 

Boeing: Led $3.5 Million Salesforce Project  as Senior Techno-Functional Project Manager, BA, Integration/Migration Scrum Master, App Dev Scrum Master.   Global project included 8 business units, 11 interfaces / migrations, 1000+ users. consolidated to a single Salesforce Org.*

  • Defined 150 User Stories in 15 Features for four teams.  Personally led 40 stories through testing, acceptance
  • Led design through EXTREME TECHNICAL COMPLEXITY:  Created initial solution designs, architecture maps and interface definitions for 11 interfaces, 10 standard objects, 6 custom objects, and consolidation of eight business units to a single Salesforce Org
  • Included consolidation of MS CRM, SAP CRM, ORACLE CRM and home-grown apps to Salesforce
  • Implemented TFS, Scope Management, Burn Up/Down Charts.
  • Continuous Release, Code Repository, code check in / check out, architect review, branch merging disciplines started.
  • First person hired to ramp up team of 24 contractors and organize project.  Built cooperative, "client first" team of contractors from competing contractors

 

Solera: (Auto Parts, Tech, Services) Salesforce Sales Cloud, Service Cloud Outsourcing Project.  Solution Architect, Senior Consultant in support of outsourcing project for 1100 Salesforce users.  Provided Salesforce assessment and input to outsourcing team. Included 7 Salesforce orgs, 600 major workflows, 936,000 lines of Apex code, 30 business units.

 

DFWJLT: (Dallas Based Nonprofit, Trains People in Salesforce)  Volunteer Salesforce admin, developer and trainer.  (Ongoing.)  Salesforce Certified Administrator ADM 201, Microsoft CRM, SharePoint, SQL Server, Salesforce Integration Developer, Trainer.  Goal is retraining people in Salesforce skills to help find work, especially in late career.  Developing advanced Service Cloud app.

 

Exeter Finance: Led Salesforce, Related CRM effort as Senior Technical-Functional Consultant  to extract data from Salesforce through SQL Server/SSIS/SSRS to SharePoint for Field Sales / Customer Dashboard on iPad.  200 Salespeople supported.  Phase 1 dashboard delivered in 10 days.  Agile project.**

 

Mitel:  Led CRM, Salesforce Related, Other app dev / migration as hands-on Microsoft solution architect to create immediate custom solutions in SharePoint, SQL Server, other tools while waiting for Salesforce development.  5,000 casual users and 200 heavy users migrated, supported.  SPECTACULAR ADOPTION SUCCESS: 50+ “thanks and well done” emails.**

 

"How to Turn Computer Problems

Into Competitive Advantage"

by Tom Ingram, Published 1998,

by the Project Management Institute

 

Book Review by

Philip Crosby,

Quality Pioneer

Crossmark: Led two year CRM, CPQ (Configure, Price, Quote) project as Senior Technical-Functional Consultant for Process Improvement, Consolidation effort completed with Microsoft Tools.  Consolidated 18 business units into one standard set of processes with field compliance audits.  Resulted in $2.5 million per year in hard cost savings, $10 million in additional sales per year.   INCLUDED FIELD SALES and SERVICE PROCESSES FOR 9,000 EMPLOYEES.  Reduced 97 step CPQ process to 49 steps for complex pricing and quoting of products, services, discounts and rebates.*

Handleman, Premium (Business Services)  Led CRM project as Senior Technical-Functional Consultant with Microsoft Tools resulting in $6.5 million in new services sold in 30 small transactions and $5.5 million in new services sold to Procter & Gamble.*

J.F. Shea, (a Home Builder and Mortgage Company)  Role:  CRM Specialist, SharePoint 2010, 2013 Architect, Agile Technical BA, No-Code Solutions Developer.  Led project which produced ROADMAP AND STRATEGY for a dozen+ Apps to be implemented resulting in $2.75 million estimated cost savings per year.  Apps included $10 million+ Deal Tracking Workflow, 3rd Party Secure Document Exchange, SALES PIPELINE REPORTING, SALES FORECAST, Cash Forecast, Competitive Analysis, CPQ CONFIGURE, PRICE, QUOTE, FILES for Bid Estimates, RFP Submission and Workflow, COMMUNITIES, Web-to-Form App, MOBILE Apps, Executive Approval of Commissions.

Morrison Distributors:  Led Credit Process Improvement as Senior Technical-Functional Consultant resulting in 35 person credit department converting 1.3 Million pages to paperless system for just $100,000.*

First Command Financial Services / Insurance Firm, CRM Project for Agency Sales Operations.  Role:  Supported project in CRM, Project Management, Expert Witness role.  Apps included forecasting, product sales quota attainment, sales recruiting, training, compensation, performance evaluation, promotion, sales performance management, quoting, rating, underwriting data, agency office management, agent recruitment, agent training, agent compensation, complex retirement planning, estate planning, investment portfolio management.  $3.5 million savings for client.  Special circumstances.

Texas Instruments, Collections Led “bleeding edge” project which freed up $5 million+ in cash from accounts receivable over 5 years. Project completed in 120 days.

Flowserve (Large Pump Manufacturer for Oil & Gas), Revenue Recognition, Sales Policy Compliance.  Migrated $12 billion revenue recognition database from Lotus Notes to SharePoint to provide better auditing, compliance.

Tom's CRM Projects Prior to Salesforce

 

Tom Ingram's 20+ years of experience include 25 CRM projects over 15 years (5 years Salesforce, 10 years Microsoft.)   Some specialties:

 

Hot Situations, Project Turnarounds: Celanese, Tyco Electric (TE), FedEx, Northern Trust, State of Texas, Verizon, Mitel

 

CRM Expert Witness Win: $3.5 Million Settlement for Client

 

Education, Certifications, Publications

  • SALESFORCE PLATFORM DEVELOPER 1 Certification
  • LIGHTNING COMPONENT Development with JavaScript (in process)
  • LIGHTNING EXPERIENCE SUPERBADGE
  • Salesforce Admin 201 Certification
  • PMP Certification
  • Book, Peer Reviewed Journal Study published by PMI, 1996-1998
  • Dozens of articles, case studies on effective results from computer projects
  • B.S., Iowa State, Electrical Engineering minor work, Business Degree, 1997, prior to

 

 

Additional Details:

 

*Contact Us in Dallas, Texas, USA at tom@tomingraminc.com

*Success stories, client quotes, estimated costs and benefits are derived from actual projects but may have been altered for simplicity, teaching purposes or to protect confidential information.

* Tom took Salesforce Platform Developer 1 certification test on July 24, 2020 and missed passing by 2 questions.  I consider this credential 95% earned and retake is in process.