Meridian Bird Removal is a company that specializes in safely removing birds from commercial buildings and businesses in 38 states across the country.
It’s the definition of a niche business: Meridian only handles bird removal (although it will consult on bats). And the problem it solves is serious and widespread: Having a bird in your building causes significant issues for commercial tenants. Take, for example, a pigeon trapped in the 30-foot rafters of a big box store. The bird can leave droppings and feathers around the facility, creating sanitation hazards. The bird can fly, squawk and disrupt customers. It can also wreak havoc on food or other products that aren’t safely tucked away in plastic packaging. And the logistics of trapping and removing a bird in ceilings three stories above the floor are too complex for most businesses to handle on their own.

Instead, they call in Meridian, which has removed 105,132 birds and counting.

“What we do, we do very, very well,” said Jessica Baciu, business systems analyst at Meridian. “We have technicians who can go out any time, seven days a week, and we strive to get out there as quickly as possible whenever a customer submits a request.”

To manage that volume of work and maintain that level of customer service while positioning itself to scale, Meridian implemented Salesforce back in 2017. At the time, Meridian had an internal resource to manage most of its Salesforce work. When that person left, Meridian found itself in need of a resource to fill in the gaps.

Over the past year, Dualboot Partners has done a lot more than that.

The opportunity

Salesforce is a powerful tool, but it’s not something you can set and forget.

Salesforce requires development, customization and ongoing maintenance to achieve peak performance. And not all Salesforce experts are created equal. There are those who use the system like a pro, and then there are those who know how to build within the system. At first, Meridian needed both.

“When the person who was handling a lot of the Salesforce work left, the company needed someone who could come in and provide that support and help with setting up new requests as they came in,” Baciu recalled.

Meridian’s Salesforce platform was built out largely in Apex coding. That existing work needed to be repaired and updated by someone versed in Apex. And when Meridian wanted to build something new, it needed to build those additions in code, too.

Meridian expanded its internal Salesforce resources in September of 2020 when Baciu joined the team full time. She has seven years of experience working in Salesforce and is a certified Salesforce administrator. But she is not a developer. She couldn’t build the system out, but she could identify problems and opportunities. She could work within the system to help us do an even better job at enhancing it.

The solution

Case in point: Recently, Meridian noticed that a particular process that assigned special pay for certain jobs wasn’t working. Baciu brought it to the team at Dualboot Partners to investigate, and we immediately went to work to determine what was going wrong.

It wasn’t an easy fix.

We started trying to understand the process and when it should and shouldn’t apply. We held meetings with the team at Meridian to ask questions and test assumptions. Then, we built out the code and tested for quality and performance. In January, we released the solution into production, and now, the process works.

“I appreciated their dedication to make sure we solved it correctly and in a way that we’re not going to have to go back and solve it again,” Baciu said. “This wasn’t just about getting a hot fix in there so we don’t have to deal with it right now.”

Making those fixes and getting Salesforce running smoothly and efficiently is now opening up new opportunities for Meridian, including a transition out of its current Salesforce setup and into a version that is designed for service-based businesses like Meridian.

“Moving to the version of Salesforce for service-based businesses is going to solve a lot of our existing problems, open up a lot of really great tools and resources and move us forward as a company when it comes to how we function internally to get the job done,” Baciu said. “This will be a very large transition, but we feel confident that Dualboot Partners knows our system to the extent that we know we can lean on them and utilize them as we move forward and prepare for implementation.”

The project should take a total of six months to complete, and in the end, it should open up new and exciting potential for Meridian as it grows.

“Salesforce can be such a useful tool, and once you understand how to navigate it and use it, you can see how the possibilities are endless,” Baciu said.

The impact

Now, Meridian is capitalizing on those opportunities.

“Everyone at the company is starting to see all the potential Salesforce has,” Baciu said. “We’re getting all kinds of new requests as our different departments are developing and deciding what they want and what they need.”

That’s only possible because Meridian’s Salesforce foundation is strong.

“Dualboot Partners has been very thoughtful in their approach to every issue we’ve brought to them,” Baciu said. “They do an excellent job of asking questions and verifying and making sure we’re on board with the solution exactly how they’ve written it out. They’ve been really excellent in the understanding part. They want to understand our system. They want to understand our business processes so that what they build is exactly as we need it, and it’s not missing requirements. They’ve been a really great partner.”