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Salesforce Administration and Business Analysis for ADNOC
ADNOC, one of the world's most influential energy companies, needed continuous Salesforce administration and business analysis. This case study covers how that support kept the platform stable, the data clean and access secure across the enterprise.
- Industry
- Oil and gas
- Location
- Abu Dhabi, UAE
- Timeline
- 17 months
- Platform
- Salesforce CRM
- Company size
- Over 10,000 employees
Results and business outcomes
Measurable Results
- ↑Higher platform stabilityProactive administration kept Salesforce stable and fast for every business unit.
- ↑Better data qualityAutomated deduplication, validation rules and governance made data more accurate and reliable.
- ↑Stronger security and complianceStandard roles, IP restrictions and login monitoring tightened platform security.
- ↑Higher user adoptionBetter data-driven decisions and closer work with business units lifted adoption significantly.
Client and industry context
About the Client
Abu Dhabi National Oil Company (ADNOC) is one of the world's leading energy producers, focused on sustainable growth and digital transformation. Based in Abu Dhabi, UAE, it works across the full hydrocarbon value chain, from exploration and production to refining, distribution and marketing.
With many business units and thousands of Salesforce users, ADNOC needed expert, ongoing administration to keep its Salesforce environment stable, secure and performing well. It also needed structured business analysis to turn complex business needs into clear technical work.
The engagement covered continuous Salesforce administration and business analysis: managing users, keeping data quality high, building automation, delivering dashboards and converting business requirements into development tasks.
Overview
Project Overview
This engagement delivered full Salesforce administration and business analysis support to a major UAE oil and gas enterprise. It spanned user management, data governance, declarative automation with Flows and Validation Rules, custom reports and dashboards, and formal business analysis: requirements gathering, process mapping and backlog management. The focus throughout was a stable, secure, high-performing Salesforce environment that kept pace with changing needs across departments and business units.
Requirements
What the Client Needed
- User roles, profiles and permission sets maintained for every business unit
- License usage monitored for cost efficiency and compliance
- Regular data imports, exports and deduplication
- Declarative automation built and maintained with Flows and Validation Rules
- Role-based reports and dashboards for decision-making
- IP restrictions and login history monitoring for security compliance
- Stakeholder workshops to gather business requirements
- Functional requirements documented and turned into user stories and acceptance criteria
- The project backlog managed with Agile Scrum
Technologies used
Technology Stack
- Salesforce CRM
- Salesforce Flows
- Validation Rules
- Custom Reports and Dashboards
- Security and Compliance Tools
- Agile Scrum
Business challenges and the Salesforce solution
Challenges and How They Were Solved
Data quality across many business units
ChallengeEach business unit fed data into Salesforce through its own processes and standards, making consistency hard to maintain across a large, complex organisation.
SolutionA data governance strategy set clear data entry standards and validation rules. Automated deduplication jobs and regular cleansing keep records clean and reliable in every unit.
Many users, strict security
ChallengeLarge numbers of users across departments needed different levels of access, all within strict security and regulatory requirements.
SolutionStandard roles, profiles and permission sets made user management manageable at scale. IP restrictions and login history monitoring enforce security standards and keep the platform compliant.
Turning business needs into technical requirements
ChallengeRequirements from many departments were complex and varied, and had to reach the development team without losing detail or creating misalignment.
SolutionA formal business analysis process now runs stakeholder workshops, documents functional requirements and turns them into clear user stories and acceptance criteria, all managed through an Agile Scrum backlog.
Implementation details
Implementation Highlights
- User roles, profiles and permission sets maintained for all business units
- License usage monitored for cost efficiency and compliance
- Regular data imports, exports and deduplication carried out
- Declarative automation built and maintained with Flows and Validation Rules
- Role-based reports and dashboards created
- IP restrictions and login history monitoring enforced
- Stakeholder workshops run to gather requirements
- Requirements documented as user stories and acceptance criteria
- Backlog managed using Agile Scrum
FAQ
Frequently Asked Questions
What does a Salesforce administrator do day to day?
An administrator manages user accounts, roles, profiles and permission sets; builds and maintains automation with Flows and Validation Rules; creates reports and dashboards; monitors system health; and resolves everyday issues.
What is the difference between a Salesforce administrator and a business analyst?
The administrator configures and maintains the platform. The business analyst gathers requirements in stakeholder workshops, documents functional specifications and turns business needs into user stories and acceptance criteria for the technical team.
How is Salesforce data quality maintained at enterprise scale?
Through governance policies, Validation Rules, automated deduplication Flows, scheduled cleansing and a clear ownership model that assigns each object to a responsible team.
How are Salesforce security and access managed for a large enterprise?
With roles, profiles and permission sets at object, field and record level, plus IP restrictions, login history monitoring and regular access reviews to maintain compliance and block unauthorised access.
How much does Salesforce administration and business analysis support cost?
It is usually priced monthly, based on the support hours needed and the complexity of your org. See IT Offshore's engagement pricing and contact the team for a quote.
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