Keeping Your Salesforce.com App From Becoming Another Siebel System

Last week I was at Dreamforce (the Salesforce.com mega-conference) promoting my recently released Pluralsight course, Force.com for Developers. Salesforce.com made a HUGE effort to focus on developers this year and I had a blast working at the Pluralsight booth in the high-traffic “Dev Zone.” I would guess that nearly 75% of the questions I heard from people at our booth seeking training was how they could quickly create Apex developers. Apex is the programming language of Force.com, and after such a developer-focused week, Apex seemed to be on everyone’s mind. One nagging concern I had was that organizations seem to be aggressively moving towards the “customization” aspect of Salesforce.com and run the risk of creating the same sorts of hard-to-maintain apps that infest their on-premises data centers.

To be sure, it’s hard (if not impossible) to bastardize a Salesforce.com app in the same way that organizations have done with Siebel and other on-premises line of business apps. I’ve seen Siebel systems that barely resemble their original form and because of “necessary updates” to screens, stored procedures, business logic and such, the system owners are terrified of trying to upgrade (or touch!) them. With Salesforce.com, the more you invest in programming logic, pages, triggers and the like, the more likely that you’ll have a brittle application that may survive platform upgrades, but is a bear to debug and maintain. Salesforce.com is really pushing this “develop custom apps!” angle with all sorts of new tools and ways to build rich, cool apps on the platform. It’s great, but I’ve seen firsthand how Salesforce.com customers get hyped up on customization and end up with failed projects or unrealized expectations.

So, how can you avoid accidentally building a hard-to-maintain Salesforce.com system? A few suggestions:

  • (Apex) code is a last resort. Apex is cool. It may be the sole topic of my next Pluralsight course and you can do some great stuff with it. If you’ve written C# or Java, you’ll feel at home writing Apex. However, if you point a C# developer (and Salesforce.com rookie) at a business problem, their first impulse will be to sling some code. I saw this myself with developers working on a Microsoft Dynamics CRM system. They didn’t know the platform, but they knew the programming language (.NET), so they went and wrote tons of code for things that actually could be solved with a bit of configuration. Always use configuration first. Why write a workflow in code if you can use actual Force.com workflows? Why build a custom Apex web service if the out-of-box one solves almost all your needs? Make sure developers learn how to use the built-in validation rules, formula fields, Visualforce controls, and security controls before they go off and solve a problem the wrong way.
  • Embrace the constraints. Sometimes “standards” can be liberating. I actually like that PaaS platforms provide some limits that force you to work within their constraints. Instead of instantly thinking about how you could rework Outbound Messaging or make an UI look like an existing internal app, try to rework your processes or personal constraints and embrace the way the platform works. Maybe you’re thinking of doing daily data synchronizations to a local data warehouse because you want reports that are bit visually different than what Salesforce.com offers. However, maybe you can make due with the (somewhat limited) report formats that Salesforce.com offers and avoid a whole integration/synchronization effort. Don’t immediately think of how you’ll change Salesforce.com, but instead think about how you can change your own expectations.
  • Learn to say no to business users. This is a tough one. Just because you CAN do a bunch of stuff in Salesforce.com, doesn’t mean that you should. Yes, you can make it so that data that natively sits on three different forms will sit on a single, custom form. Or, you can add a custom control that kicks off a particular action from an unusual portion of the workflow. But what technical debt are you incurring by making these slight “tweaks” to satisfy the user’s demands? To be sure, usability is super important, but I’ve seen many users who just try to re-create their existing interfaces in new platforms. You need a strong IT leader who can explain how specific changes will increase their cost of support, and instead, to bullet point #2, help the end users change their expectations and embrace the Salesforce.com model. Build fast, see what works, and iterate. Don’t try and do monolithic projects that attempt to perfect the app before releasing it to the users.

Maybe I’m getting worried for nothing, but one reason that so many organizations are looking at cloud software is to make delivery of apps happen faster and support of those apps easier. It’s one thing to build a custom app in an environment like Windows Azure or Cloud Foundry where it’s required that developers build and deploy custom web solutions (that use a set of environment-defined services). But for PaaS platforms like Salesforce.com or Dynamics CRM, the whole beauty of them is that they provide an extremely configurable platform of a wide range of foundation services (UI/reporting/data/security/integration) that encourages rapid delivery and no-mess upgrades by limiting the need for massive coding efforts. I wonder if we cause trouble by trying to blur the lines between those two types of PaaS solutions.

Thoughts? Other tips for keeping PaaS apps “clean”? Or is this not really a problem?



Categories: Cloud, Salesforce.com

3 replies

  1. Learning what the platform actually does before applying layers of customization? That IS a novel concept.🙂

    • You’d think, but I also suspect that we’ve all been thrown at a new product and took our own experiences and bias and started fiddling with extensions before truly understanding everything that was already in the box!

  2. Excellent Richard!
    Yes, I also had SaaS destined to reduce the ridiculous amounts of customisation – even changing the traditional system integrator world while doing so. I also envisioned SaaS making the IT as a whole more mature, and giving Integration a boost

    I do hope so that I’m not wrong, but of course the SI’s will try to lock-in SaaS users by “helping” them to customise it. Question just is: how long will that last? My guess is, not long at all before customers find out that after the broken promise of ERP, the only way to mature, stable and cost-efficient applications is exactly NOT customising them

    Of course you’ll need your “specials” – well hand-craft those if you like, and integrate them into your other apps. Simple as that

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: