In the current IT marketplace, it is very challenging for an IT department to keep up to speed and have in-house skills on all aspects of Salesforce that a company is running.
Salesforce themselves have a dedicated roadmap and constantly update their software 3 times a year. It can be a challenge for IT teams to can stay on top of all that. Internal ownership of the CoE is important, but leveraging external expertise is key for a CoE’s operation. By doing so, a company can assure themselves of deep expertise in the area of technology and a close connection to the software vendor.
At Pexlify, we work with customers on CoE design and execution that includes user adoption monitoring, training new users, first-line support, dealing with change requests, keeping our customers informed on product roadmaps and designing how processes or product enhancements can benefit their business.
There’s no denying that the internal management and the external expertise are a cost factor in a CoE, but it is the value it produces and the risk it mitigates that needs to be evaluated.
Done well, it is an investment well spent. It is no secret that IT projects more often fail than succeed. Companies often have to re-implement existing or new software because the legacy solution no longer performs or achieves the desired results. The majority of the projects I have come across are replacing something existing that no longer works. Overall, a re-implementation is a much bigger cost than a CoE.