Guide Dogs NSW/ACT embarked on a major digital transformation, implementing Salesforce CRM to enhance donor management, streamline operations, and deliver better outcomes for clients and supporters. The success of this program relied on robust, risk-managed quality assurance and testing delivered by Testpoint.

Challenge

Guide Dogs required a seamless migration to Salesforce, with critical business processes supported by a new CRM platform. With diverse stakeholder needs, tight deadlines, and regulatory/compliance requirements, Guide Dogs needed a partner who could:

• Develop and govern a test strategy covering In-Sprint, Data Migration, UAT, and Production Verification.
• Ensure risk-based testing aligned with their business priorities and constraints.
• Provide experienced resources and quality coaching throughout the implementation lifecycle.
• Support traceability, rapid feedback, and defect management using industry best practices and tools.

Solution: Testpoint’s Capability-Based Approach

1. Strategy & Governance

Testpoint led with a structured approach, commencing with discovery workshops to understand Guide Dogs’ unique context, requirements, and objectives. From there, Testpoint defined a test strategy and quality framework aligned with the organisation’s risk profile and delivery goals.

2. Comprehensive Test Planning

Testpoint developed a project-level test plan prescribing:

• Test Practices: Covering In-Sprint Testing, Data Migration Verification, UAT, and Production Verification.
• Test Approach: Balancing quality assurance with practical schedule and resource considerations.
• Risk-Based Coverage: Prioritising high-impact, business-critical features.
• RACI Model: Clearly defined roles, ensuring accountability and collaboration between Guide Dogs, Salesforce delivery teams, and Testpoint consultants

3. Execution & Support

• Test Resource Management: Testpoint provided test analysts and quality coaches, with support scaling according to project needs.
• Process & Tools: All test case design, execution, and reporting were managed within Vansah Test Management For Jira, supporting transparency and traceability.
• Feedback & Defect Management: Proactive, collaborative defect triage and reporting cycles, ensuring rapid resolution and business alignment.
• Quality Review & BAU Readiness: Defined entry/exit criteria, supporting operational teams with production release frameworks for ongoing success.

4. Engagement Model

A simple, proven four-step engagement process enabled quick ramp-up and strong client partnership:

1. Discovery Workshop
2. Strategy Proposal
3. Review & Alignment
4. Project Kick-off under agreed controls

Outcome

Testpoint’s partnership enabled Guide Dogs NSW/ACT to:

• Successfully implement Salesforce CRM, delivering on time and within quality parameters.
• Achieve high confidence in data migration, user acceptance, and go-live readiness.
• Embed quality assurance practices supporting Guide Dogs’ long-term digital transformation.
• Reduce risks, accelerate feedback cycles, and empower business/technical stakeholders throughout the program.

Why Choose Testpoint?

Testpoint is the ideal partner for capability-based quality assurance in complex digital transformation programs. Our structured approach, experienced teams, and client-centric engagement model consistently deliver outcomes as demonstrated with Guide Dogs NSW/ACT.