Customer Success Stories

Salesforce has worked with multiple government contractors recently to assist them on their journey to achieve program excellence.

In one instance, Salesforce helped a customer enhance decision-making by creating data visualizations for program metrics with Tableau. That led to improved process efficiency and centralized monitoring of production, quality assurance and facility staffing metrics. Tableau implementation also increased collaboration between the customer and its suppliers and partners.

Salesforce addressed the collaboration challenge of a second customer that had a problem with information being isolated in emails, applications and file-sharing systems by using Slack to connect dispersed teams, systems and processes, allowing for efficient file sharing, workflows and polling. Slack was a critical component to this customer’s program transformation connecting both internal and external teams allowing them to stay aligned and become more agile.

Salesforce helped a third organization improve its program execution and connect its field airport security operations with backend operations to reduce issue resolution times. This was done by implementing a flexible field service case management system that allowed for a quick and easy rollout of new functionality. Additionally, the system was scalable to meet global requirements.

“You would be surprised at how quickly you can ramp up some basic things with Salesforce within a program,” Mulcahy says. “The advantages are tools that are easy to use and you can move a lot quicker than you think to stand up elements within your program, in your business units to simplify or create more efficient ways of working.”

Salesforce Tools

Among its arsenal of tools, Salesforce offers a program management solution, which simplifies program management, connects teams and creates visibility for government contractors and aerospace companies. This solution reduces costs, drives revenue growth, improves scheduling and reduces risks by creating a single record for data, helping program managers focus on key performance indicators.

The platform provides digital solutions that help program managers, team members and partners connect and align with KPIs and business

You would be surprised at how quickly you can ramp up some basic things with Salesforce within a program. The advantages are tools that are easy to use and you can move a lot quicker than you think to stand up elements within your program, in your business units to simplify or create more efficient ways of working.”

- Mike Mulcahy, strategy and business development executive, global public sector aerospace and government system integrators, Salesforce

objectives. It features task management, workflow approval and analytical tools that create a digital value chain from capture through closeout, maximizing program KPIs and business objectives.

Salesforce divides program management into four areas of responsibility for program managers: revenue, cost, delivery and schedule, and risk management.

In revenue, the key to successful program execution includes accurate revenue forecasting, staffing programs with the right personnel at the right time to minimize revenue leakage, gain visibility into potential supply chain delivery impact, and providing business development leaders insight into program performance to better manage future growth.

In cost, accurate cost forecasting, identifying ways to lower program costs, automating workflows within business units and program execution such as case management.

For delivery and schedule, it’s vital to keep internal teams, suppliers and subcontractors aligned on program priorities, connect the customer to the current program status and minimize supply chain disruption.

And in risk management, analyzing trends by program and business unit for insight; access to information in real time to drive action; and early warning for underperforming metrics and programs with the ability to take action on them are fundamental to successful program execution.

Regardless of the specific type of program manager, KPIs for each business objective will likely fit into one of these categories. Although the terminology may vary among organizations, business units and programs, your KPIs will likely fall into the revenue, cost, delivery, or risk category buckets. By enhancing visibility to KPI performance and by creating the ability to collaboratively take action on insights on underperforming KPIs is essential to elevating your program, business unit, and organizational performance.

Where to Start

If you’re a government contractor or aerospace manufacturer looking to achieve program excellence, now is the time to take action.

Mulcahy suggests the first step to building a more comprehensive program ecosystem is having clearly defined KPIs, asking yourself if there is an easier way, and setting goals to improve your program performance.

“Ask what’s important to you and your business?” he says. “How are you measuring your business and your program? What are the goals of a specific program or a business unit?”

After setting your goals, explore methods for standardizing business reviews by using data visualization. This way, you can eliminate the time program managers spend on manual data mining and presentation creation. This is especially helpful in cases where pre-packaged ERPs, financial, HR, and legacy systems are not integrated.

Finally, reflect on how to eliminate mundane labor-intensive tasks that get in the way of more important work and think about how processes can be automated.

“Really think about all the non-value add work in our roles today where you’re simply taking time to prepare things that probably could be automated or digitized,” Mulcahy says. “Look at how much time your program managers spend on just review preparation or information searching and ask if there is a better way to do it.”

Learn more about how Salesforce can help transform your program management ecosystem.