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HOW ONE FINANCIAL COMPANY IS SIMPLIFYING COMPLEXITY WITH PROVAR

This Fortune 500 company offers a diverse range of financial services and
solutions with a strong focus on four core business areas: life insurance,
annuities, retirement plan services and group protection.

ABOUT THE COMPANY

More than a century ago, this financial company was established as a life
insurance company with its roots centered around the pillars of dependability,
honesty and service. Building on that solid foundation, it has since grown to
become a global leader in the financial services industry serving more than 17
million customers worldwide and is currently a Fortune 500 company offering a
diverse range of financial services and solutions. 

With a strong focus on four core business areas — life insurance, annuities,
retirement planning services and group protection — the business is built around
supporting, preserving and enhancing customers’ lifestyles and providing better
retirement outcomes. 

 * Established in 1905
 * Led by over 9,000 employees
 * Listed in the top 180 on the 2021 Fortune 500 list by revenue, top 25 by
   assets
 * Industry: Financial services
 * Salesforce orgs: 5 orgs. The largest instance has 100 profiles, 1,300 users
   and 46 unique user/org combinations
 * Salesforce users: 2,000 (1,300 users in the largest instance)
 * QA team size: 5 Provar licenses
 * Provar tests: 4,000 in total (1,600 tests in the largest instance)
 * Environments tested with Provar: QA sandbox, development sandbox and a smoke
   test environment

THE IMPORTANCE OF SALESFORCE

Like many Fortune 500 companies, this company relies heavily on Salesforce as a
crucial part of their success. While each org is customized to support varying
lines of business, the primary use case for the largest org is to support
transactions for internal and external wholesalers who sell policies for the
company’s advisors. There are also other Salesforce instances used by retirement
consultants who evaluate retirement planning information for customers and
consult with plan sponsors. The company also leverages one instance that is
dedicated to group protection which handles the legal protection requirements. 

> “Keeping our Salesforce orgs running as expected is absolutely critical to the
> success of our company and our customers’ financial well-being around the
> globe. It’s not something we take lightly.”
> 
> – Quality Assurance Analyst

While the platform was originally designed to support sales operations alone, it
has since expanded to facilitate a wide range of activities enterprise-wide. At
the company, Salesforce is used to optimize the customer journey and support
customer service, marketing automation, analytics processes and more. 

Today at the company, 2,000+ team members currently leverage Salesforce to
collaborate each day to accelerate processes, support customer requests,
document quotes and track opportunities – spanning functions including finance,
sales, marketing and operations. 

THE RISKS OF BROKEN FUNCTIONALITY

While the company was benefitting from the unsurpassed ease of use of Salesforce
(e.g. the ability to easily customize the application and streamline internal
operations), in 2017 they realized that manual testing alone was not a
sufficient approach for testing such a complex application for a variety of
reasons. 

The risk of deploying new releases with broken functionality could have severe
consequences for the company. Most notably, there are legal risks if broken
processes impact the delivery of financial services outlined in contracts. In
addition, software defects could also reduce employee productivity, prolong
sales cycles and increase customer churn. 

In addition to testing customizations and new in-house applications, three major
Salesforce releases each year had the potential to disrupt existing
functionality within their orgs. Since the company was supporting more than 17
million customers worldwide, they needed a better way to mitigate risk and
protect their investment in Salesforce. 

MANUAL TESTING CHALLENGES 

Until 2017, the QA team had been relying on manual testing to find and fix bugs,
though due to the complex nature of their business and their use of Salesforce,
manual testing alone was introducing too much risk. 

CHALLENGE #1: THE TREMENDOUS SCOPE OF WORK 

To support the immense scope of their global operations, the company uses 5
Salesforce org instances which are used by 2,000+ employees. Compounding that
level of complexity, team members use Salesforce in a variety of browsers and
there are varying levels of permissions. For example, the largest Salesforce
instance has 100 profiles, 1,300 users and 46 Salesforce connections. And, the
QA team also regularly needed to conduct tests in three environments: a QA
sandbox, a dev sandbox and a smoke check sandbox. 

So what does that mean for testing complexity? If the team needs to test 100 new
features, for example, that could easily escalate into tens of thousands of test
case combinations which would not be feasible even with a large QA team. If you
calculate the sheer volume of possible combinations of scenarios that need to be
tested, it is virtually impossible for their small team to get adequate testing
coverage with manual testing alone.

> “When we had to rely on manual testing, we weren’t able to test all of the
> impacted profiles. For example, if a change impacted 10 profiles, we didn’t
> have the bandwidth to test all of them. We had to prioritize the most
> important ones and only test those which really put us at risk. With Provar,
> when one test case is created, we can just copy that test case and adjust the
> variables to test all of them.”
> 
> – Quality Assurance Analyst

CHALLENGE #2: HEAVILY CUSTOMIZED SALESFORCE ORGS

In addition to testing changes introduced by Salesforce with major releases, the
company frequently adds new customized features and functionality to each of
their five Salesforce orgs. 

This added another layer of complexity and pressure for the QA team since the
development team had aggressive release schedules for each org. While the team
needed to adequately test each customization prior to deployment, they had to
keep up with the pace of change to avoid delaying releases. 

CHALLENGE #3: UNKNOWN DEPENDENCIES

While the ability to easily make changes to the application is one of the key
benefits afforded to Salesforce customers, it does introduce risk. Specifically,
without accounting for all of an org’s dependencies, making changes in one
workflow can inadvertently impact other workflows. With manual testing, users
are only testing what they think may change and this doesn’t include the full
spectrum of changes that may be introduced throughout the entire org. 

CHALLENGE #4: DESIGN COMPLEXITY

With the rapid adoption of Aura and Lightning Web Components (and complex
components such as dynamic forms, accordions, etc.), relying on manual testing
alone limited the team’s ability to accurately test the scope of vastly complex
features. 

CHALLENGE #5: TIME-CONSUMING MANUAL WORK

Given the relatively small size of the team and the time available for test
execution, the company was limited to 400 manual tests per month.

THE FIRST ATTEMPT

Given the increasing importance of Salesforce within the organization and the
limitations of manual testing, the team temporarily transitioned from manual
testing to Selenium test automation but with limited success. They initially
built out 400 tests, though changes introduced both internally by the team and
externally by Salesforce would often break existing regression tests and require
intensive test maintenance. 

After spending months establishing a library of Selenium tests, the team was
forced to spend weeks updating those existing tests after each major release. 

> “After switching from manual testing to Selenium, we quickly realized that it
> wasn’t sustainable. We had to put a lot of time into test maintenance after
> the first major Salesforce release and quickly realized that we needed to
> change. With Provar, tests keep working release after release.” 
> 
> – Quality Assurance Lead

It also limited their ability to get the testing coverage that they needed since
Selenium requires coding experience, a skill that only a portion of their team
had. 

Given the maintenance overhead and the need to expand the team’s coding
experience to use Selenium, the team realized that they would not be able to
meet their text coverage goals. 

THE SWITCH TO PROVAR

> “Provar stood out from the beginning. The easy click-to-build method to create
> tests empowers non-coders and coders alike. Anybody on our team should be able
> to build a test case regardless of their experience level. That was the
> primary reason why we chose Provar.”
> 
> – Quality Assurance Lead

After its brief experiment with Selenium,  the company sought to find a new
solution and began a vendor evaluation process to research test automation
solutions. After seeing a demo at Dreamforce, the company worked with Provar’s
pre-sales team for a tailored assessment of their needs. 

After evaluating potential options, the team selected Provar for two primary
reasons. Firstly, the substantial reduction in test maintenance given Provar’s
ability to work with Salesforce’s underlying data model and the ease-of-use of a
low-code solution. 

ENDING THE REWORK SPIRAL WITH RESILIENT SALESFORCE TESTS

> “One reason why we chose Provar is that tests are future-proofed since you
> work with the underlying data model of Salesforce. It frees us from a
> ridiculous amount of test maintenance we would have to do with other tools
> like Selenium. Tests are more reusable and resilient to change.”
> 
> – Quality Assurance Lead

One of the most common challenges that QA teams face when using test automation
for Salesforce is that tests often break. While this can happen for a variety of
reasons, new Salesforce releases are the most common trigger for breaking
automated tests because they can introduce a wide variety of changes including
new user interface frameworks (Visualforce, Aura, and Lightning Web Components)
and rendering changes with HTML, Javascript, and CSS modifications.
Additionally, new versions may include layout updates and new API versions.

While these changes are designed to improve the user experience, platform
performance and usability, these updates often cause problems for QA teams that
use test frameworks that are more static in nature, similar to Selenium. Why is
that? When hard-coded tests are created in one environment (where each and every
element interaction is precisely defined), tests will fail when they are run in
an updated environment that looks and functions differently. The result? Teams
often end up in an endless rework spiral spending weeks fixing existing tests
instead of scaling their automation portfolio. 

In contrast, Provar tests are resilient because Provar is designed to work with
Salesforce since tests are tied to the underlying data model. Using Provar’s
Test Builder, you can simply click on a field or button and Provar will
automatically add all of the necessary information to your test. 

What makes Provar unique is that when you run the test at a later date, Provar
remembers the Salesforce environment in which the test was created, understands
how Salesforce has changed since then and adapts accordingly. 

The result? Tests that keep working. 

LOW-CODE TESTING

Another feature that stood out for the company when evaluating vendors was
Provar’s Test Builder, an intuitive solution that allows testers to build test
cases. With Test Builder, you can build tests in a natural and streamlined way,
authoring and debugging as you go. With an intuitive and simple design that
delivers fully configured test steps in real time, testers without a background
in coding can start building test cases in minutes. 

> “Scripting in Provar is extremely fast with the simple, point-and-click
> approach.”
> 
> – Quality Assurance Analyst

HOW THE COMPANY USES PROVAR

After completing Provar’s Jumpstart Implementation training, the team has been
able to build a vast library of 4,000 tests (in comparison to only 400 with
Selenium) that focus on functional regression and health checks. This is also
impressive given that their relatively small team of ten has been able to
accomplish this in less than two years. 

Provar has enabled the company to implement in-sprint automation and has
integrated Provar with GitLab to help their team find and fix bugs quickly and
accelerate release schedules for all five orgs. In each sprint, the team
typically addresses 5-10 stories to build out the in-sprint automation work. 

In combination with an agile approach, Provar has contributed to a seamless
software development lifecycle for the company’s highly customized Salesforce
instances, delivering releases with more confidence and fewer defects. 

> “What are the most helpful features of Provar? Everything has been useful.
> And, I would say bringing in fields from Excel has been easier – for example
> to validate a picklist. Also, we’ve been able to connect to different SQL
> servers and other web services. We’ve also been using the OAuth connection to
> handle some of our security requirements.”
> 
> – Quality Assurance Analyst

THE IMPRESSIVE RESULTS

As a result of switching to Provar, the company is now positioned to accelerate
the delivery of new Salesforce customizations, improve end-user and customer
satisfaction, reduce risk and consistently improve the quality of each release. 

Today, the company is able to test 90% of their use cases and continues to
expand the scope of code coverage release after release. 

The QA team has also been able to simplify the complexity of testing for their
organization using reusable components of tests, easily modifying variables to
test in multiple environments and modeling the varying permissions granted to
their 2,000+ users.  

Another benefit is that the team has been able to save a considerable amount of
time – enabling the team to implement in-sprint automation and expand their
existing library of regression tests. When the company relied solely on manual
testing, it would take one month to test approximately 400 use cases and they
can now run 4,000 tests quickly. 

> “Provar is one of the most sound investments we’ve made to protect our
> Salesforce infrastructure. And, in turn, it’s really an investment in our
> customers. Our culture is built around providing world-class customer service
> and we need our systems to work unfailingly 24/7 to do just that.”
> 
> – Quality Assurance Lead

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