CrownLink Onboarding Process Flow

Current Manual Process vs Future Automation Improvements

Legend

Manual Process
Semi-Automated
Fully Automated
Notification/Alert

Current Manual Process

1

Automated Weekly SFDC Reports (Monday)

" "New Projects Last 28 Days"

" "MSA Executed Accounts"

Recipients: Val, Charlotte, Alvin

2

Manual Customer Eligibility Identification

Include:

" Oncology In Vivo Study Directors

" In Vitro, Organoid, Biomarker

Exclude:

" APAC BD roles

" Amendment type

" Academic institutions, Large Pharma

3

Manual Legal Agreement Verification

Check legal terms in Salesforce quotes

Requires manual verification of MSA and CrownLink terms

4

Notify BD (Tuesday)

Charlotte/Val manually email BDs about identified customers

Expected to contact customer by end of week

5

Notify Customer (Friday)

Val/Charlotte manually email customers about upcoming onboarding

Expected to start onboarding next Monday

6

IT Team Processing

Alvin emails Justin's team for system onboarding

Manual account creation and permission setup

7

Customer Receives Welcome Instructions

System automatically sends login information and usage guidance

8

Manual SFDC Status Update

Val manually marks CrownLink Status as Opt-In on Account page

Future Automated Improvement Process

1

Automated Customer Eligibility Identification

" AI-integrated content awareness for legal terms

" Automatic application of filtering rules

Suggestion: Integrate AI for automatic legal term review

🔧 Tech Solution: AI Content Awareness Engine

Natural Language Processing (NLP) System:
  • ML models trained on legal contract language
  • Real-time analysis of SFDC quote legal terms
  • Automated MSA and CrownLink clause detection
Filtering Parameters Engine:
  • Rule-based eligibility scoring system
  • Customer type classification (Biotech, Pharma, Academic)
  • Geographic restriction handling (APAC exclusions)
  • Study type validation (In Vivo, In Vitro, Biomarker)
Automated Triggers:
  • Event-driven processing on SFDC opportunity updates
  • Weekly batch job for "New Projects Last 28 Days" report
  • Exception handling for manual review queue
2A

Auto-Notify BD

" Auto-send from SFDC Opportunity page

" Use preset email templates

📧 Tech Solution: BD Notification System

SFDC Workflow Integration:
  • Trigger on Opportunity stage change
  • Custom button on Opportunity page
  • Bulk notification processing
Template Engine:
  • Dynamic content insertion (customer, project details)
  • Region-specific BD assignment
  • Escalation to BD managers
Delivery Tracking:
  • Email open/click analytics
  • Response time monitoring
  • Follow-up reminders
2B

Auto-Notify Customer

" Direct onboarding notification from SFDC

" Personalized email content

📨 Tech Solution: Customer Communication System

Personalization Engine:
  • Customer profile analysis for tone/language
  • Project-specific context insertion
  • Multi-language support for global accounts
Change Management Integration:
  • Self-service access request portal
  • Additional account request workflows
  • Project sponsor approval chains
Communication Preferences:
  • Email frequency settings
  • Preferred contact methods
  • Timezone-aware scheduling
3

Automated CrownLink Onboarding

" Automatic user account creation

" Project sponsor-based permission management

" Support for multiple EXXXX number access

New Feature: Granular permission control

⚙️ Tech Solution: CrownLink Onboarding System

Data Mapping & Transfer:
  • SFDC Contact/Account → CrownLink User mapping
  • Project data extraction (EXXXX numbers, sponsors)
  • Automated field validation and cleansing
Permission Management System:
  • Role-Based Access Control (RBAC) matrix
  • Project-sponsor relationship enforcement
  • Multi-project access with granular controls
  • Academic vs Commercial account differentiation
User Lifecycle Management:
  • Joiner: Automated provisioning workflow
  • Mover: Role change and access adjustment
  • Leaver: Secure deprovisioning and data retention
  • Inactive user detection (90-day threshold)
Change Management Integration:
  • Additional account request portal
  • Approval workflow: Customer → Sponsor → BD → IT
  • Emergency access procedures
  • Self-service access management
4

Automated SFDC Status Sync

CrownLink automatically sends status updates to SFDC

Auto-update CrownLink Status to Opt-In

🔄 Tech Solution: Bi-directional SFDC Integration

API Integration Architecture:
  • Salesforce REST API for real-time updates
  • OAuth 2.0 authentication and token management
  • Webhook endpoints for event-driven updates
  • Rate limiting and API quota management
Data Synchronization:
  • Field mapping: CrownLink Status ↔ SFDC Account
  • Conflict resolution for concurrent updates
  • Data transformation and validation rules
  • Delta sync for performance optimization
Error Handling & Resilience:
  • Exponential backoff retry mechanism
  • Dead letter queue for failed updates
  • Monitoring and alerting for sync failures
  • Manual reconciliation tools for data drift
Compliance & Audit:
  • Complete audit trail for all status changes
  • SOX compliance reporting dashboards
  • Data governance and privacy controls
  • Automated access reviews and certifications
5

Customer Self-Service

" Self-service password reset functionality

" Online help and guidance

Already Released: Password reset self-service

🛠️ Tech Solution: Customer Self-Service Portal

User Portal Interface:
  • Responsive dashboard for project access overview
  • Real-time status indicators for account health
  • Intuitive navigation with role-based menu options
  • Multi-language support for global customers
Self-Service Capabilities:
  • Password reset with MFA verification
  • Profile management and contact updates
  • Access request submission and tracking
  • Download usage reports and access logs
Alert & Notification System:
  • Configurable email/SMS notification preferences
  • Proactive alerts for account changes
  • System maintenance and downtime notifications
  • Security alerts for suspicious activities
Support Integration:
  • Built-in ticketing system with chat support
  • Knowledge base with searchable documentation
  • Video tutorials and step-by-step guides
  • Escalation to technical support team

Interactive Features & Change Management

📋 Change Management Workflows

Additional Account Requests
1 Customer submits request via self-service portal
2 Project Sponsor receives approval notification
3 BD team validates business justification
4 IT Admin provisions access automatically
Emergency Access Procedures
  • ⚡ Break-glass access for critical business needs
  • ⚡ Automatic approval escalation after 4 hours
  • ⚡ Enhanced audit logging for emergency access

👥 User Lifecycle Management

Joiner Process
  • ✓ Automated account creation within 10 minutes
  • ✓ Role-based access assignment
  • ✓ Welcome email with login instructions
Mover Process
  • ↔ Role change detection from SFDC updates
  • ↔ Automatic access adjustment
  • ↔ Manager approval for elevated permissions
Leaver Process
  • ✗ Immediate access revocation
  • ✗ Data retention policy enforcement
  • ✗ 30-day grace period for data recovery

🔒 Inactive User Detection & Management

⏰
90-Day Tracking

Monitor last login date for all users

📧
Manager Notifications

Alert managers before account suspension

⛔
Auto Suspension

Automatic account suspension at 120 days

Best Practices Framework

🔐 Security & Compliance

Zero Trust Architecture
  • • Never trust, always verify principle
  • • Continuous identity verification
  • • Device and location-based access controls
Compliance Requirements
  • ✓ SOX compliance reporting
  • ✓ GDPR data protection compliance
  • ✓ Industry-specific audit requirements
  • ✓ Quarterly access certifications

⚙️ Operational Excellence

Automation-First Approach
  • 🤖 90% of routine tasks automated
  • 🤖 Self-healing system capabilities
  • 🤖 Predictive analytics for proactive management
Performance Optimization
  • ⚡ Sub-10 minute account provisioning
  • ⚡ Real-time synchronization with SFDC
  • ⚡ Global CDN for optimal user experience

👨‍💻 User Experience

Self-Service Principles
  • 🎯 Intuitive, role-based interfaces
  • 🎯 Contextual help and documentation
  • 🎯 Mobile-responsive design
Accessibility Standards
  • ♿ WCAG 2.1 AA compliance
  • ♿ Keyboard navigation support
  • ♿ Multi-language support
  • ♿ Screen reader compatibility

📊 Governance Framework

📋
Policy Management

Centralized policy definition and enforcement

🔍
Risk Assessment

Continuous risk monitoring and mitigation

📈
KPI Tracking

Real-time metrics and performance dashboards

🎓
Training

Ongoing user education and best practices

Technical Architecture Overview

🏗️ System Integration Architecture

☁️
Salesforce

Opportunity Data

Customer Info

🔄

API Gateway

OAuth 2.0

🧠
AI Engine

NLP Processing

Rule Engine

⚙️

Workflow

Automation

🔗
CrownLink

User Portal

Data Access

📊 Data Flow Architecture

1. Data Extraction

SFDC → API Gateway → Data Lake

2. Processing & Enrichment

AI Analysis → Business Rules → Validation

3. Workflow Orchestration

Notification Engine → Approval Chains → Provisioning

4. Status Synchronization

CrownLink → Webhook → SFDC Update

🔐 Security Architecture

Identity & Access Management
  • • Multi-Factor Authentication (MFA)
  • • Single Sign-On (SSO) integration
  • • Role-based access controls
Data Protection
  • • End-to-end encryption
  • • Data masking and tokenization
  • • Secure API communication
Monitoring & Compliance
  • • 24/7 security monitoring
  • • Audit log management
  • • Compliance reporting automation

📈 Performance Metrics & KPI Dashboard

⚡

Account Provisioning

<10min

🎯

Automation Rate

90%

👥

User Satisfaction

4.8/5

🔄

SFDC Sync Time

<30sec

🛡️

Security Score

99.9%

📊

System Uptime

99.95%

Key Improvement Areas

Permission Management Improvements

  • " Limit data access to individual project sponsors
  • " Beneficial for Top25 Pharma with multiple divisions
  • " One person accessing multiple EXXXX studies

Regional Expansion

  • " Evaluate APAC-China and APAC-Other onboarding
  • " Address CrownLink speed issues in these regions
  • " Global accounts with different sites across regions

Additional Features Requested by BDs

SFDC Integration

  • " Send onboarding emails from SFDC
  • " Use Opportunity Page for notifications
  • " Auto-update CrownLink Status

Access Control

  • " Individual project sponsor restrictions
  • " Multiple EXXXX access for one user
  • " Academic Institute considerations

Regional Considerations

  • " APAC region onboarding feasibility
  • " Performance optimization needed
  • " Global pharma site coordination