hummgroup decided to deploy the solution in the United Kingdom first. Then, as this project was nearly complete, it engaged Salesforce Professional Services to roll it out in Canada. This involved taking and enhancing what had already been built and customising it to the needs of the local market. The Professional Services team also collaborated with Perfutil, who developed the front-end customer onboarding portal.
“Our engagement with Professional Services was especially critical in those early phases of the project as we lacked Salesforce capability internally and were very much reliant on help from the specialists,” said Alan Yeo, Head of Digital Innovation Delivery, hummgroup.
Salesforce now provides hummgroup a complete view of merchants and customers while Q2 serves as its core product system, managing the product ledger, contract management, payments, and account management as well as the purchase lifecycle.
Heroku automatically syncs data between Salesforce and Q2 and also between Salesforce and hummgroup’s customer-facing apps. Heroku simplifies the development of these apps and makes scaling easy which is important in the retail space where significant sales or events create peaks in demand.
The solution also encompasses Experience Cloud which underpins new portals for merchants and customers. With pre-built components like dashboards and reports, new portals are faster to build and wow customers with a better user experience.
Salesforce Platform Flow helps to extend and augment functionality around the management of customers, cases, and contracts. Flow also provides intuitive, guided experiences around tasks like onboarding new merchants.
Salesforce Privacy Centre, Shield, and Data Mask all help to ensure security and protect customer data from any potential breach. Privacy Centre specifically helps hummgroup manage large volumes of customer data in a way that complies with various regional regulations. Together with Shield— used for encryption—Privacy Centre will also help hummgroup adhere to new compliance requirements anticipated in Australia as BNPL comes under new regulations in the future.
Leveraging the support of Salesforce Professional Services and the team’s platform expertise, hummgroup deployed all this in just 21 weeks to support the launch of its Canadian business.
The Professional Services team has also helped templatise’ the solution so that it can quickly be rolled out to current and future entities. This has involved encapsulating business functionality into packages that can be deployed to various regions with a layer of configuration to align with regional needs.
“Speed to value is the dream. Technology should not be a blocker to entering new markets; it should be even easier and faster to go live than it is to find a new office,” said Andy Barnes, Head of Architecture, hummgroup.
Barnes added that the right security controls were essential to innovating and scaling fast in a heavily regulated industry. “We’re a BNPL provider, but we also do credit cards and other interest-bearing products. So we are regulated and we have to do our PCI DSS [Payment Card Industry Data Security Standard] and PII [Personally Identifiable Information], and all the good stuff. We really like to build security from the ground up and embed it within our organisation.”