Salesforce Zoo: Requirements Gathering

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Dan’s friend Hannah introduced him to her boss Larry, the Facilities & Services Manager at The Zoo. With the zoo’s growth over the last few years, she knew they could use some help with managing their IT & maintenance tasks. Dan had mentioned using Salesforce to Hannah recently at a local tech meet up. Hannah told Larry and Larry agreed to talk to Dan about their specific situation to see if Salesforce could help.

Larry started off by giving Dan a brief history of The Zoo and then explained their staff reporting structure.

The Zoo: Staff Reporting Structure

As the Facilities & Services Manager, Larry is responsible for all aspects of zoo’s infrastructure and technology. He has two teams to support that effort: IT and Maintenance.

The maintenance team is responsible for fixing equipment, facility issues, and all janitorial tasks including things like repairing broken animal enclosures, repainting rooms, and trash removal.

The IT team is responsible for maintaining all technology in The Zoo like employee computer upgrades and troubleshooting network outages.

Currently, Larry’s team uses a spreadsheet to track issues that get reported by various employees throughout the zoo. If a critical task comes in, Larry radios one of the F&S staff and then assigns that task to them. If a noncritical task comes in, it gets added to the spreadsheet with a priority of Low, Medium, or High. The next time the F&S staff is in the facilities office, they’re supposed to look at the spreadsheet, find the highest priority task assigned to their department, and assign it to themselves.

The Zoo: Task Response Process

Larry provided Dan with an example of the task spreadsheet:

The Zoo: Task List Spreadsheet

Right now there are two big issues with this process. First, Larry has to be involved in every single incident. Before, when The Zoo wasn’t as popular, that was fine. Over the last few years, however, it’s become unmanageable. Larry is faced with having to hire someone to help, which he really doesn’t have the budget for.

The second problem is that non-critical issues tend to take a while to fix. Right now the staff reviews the task spreadsheet when they have time, however, The Zoo is a big place and there is a lot to do. Staff availability is minimal and getting back to the F&S office to assign tasks isn’t practical; tasks are piling up. Larry could hire some more staff here too, but again, it’s not in the budget

After talking to Larry, Dan had a pretty good idea on how the Facilities & Services team handles tasks and what their biggest needs were.

  1. A way to more easily log issues (so that Larry – or any other person – doesn’t have to be involved).
  2. A way to more easily assign tasks (so that the F&S staff doesn’t have to do it themselves).

Dan wanted to take the info he’d gathered, do some research, and come back with a possible. Larry agreed and scheduled a follow up meeting with Dan the following week.

Next up: The Proposal

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