How we unified sales, service, customer success, project management, and finance operations on a single Salesforce platform integrated with their ERP system.
Unified visibility across sales, service, projects, and financials for every customer account.
Self-service portal and knowledge base reduced support ticket volume and improved resolution times.
Automated reminders and real-time visibility accelerated invoice collection and reduced DSO.
Eliminated spreadsheets and manual tracking across all business functions.
Our client is a global leader in secure remote access and virtualization solutions, serving enterprises across multiple continents. With a growing customer base and expanding product portfolio, they faced significant challenges in managing their end-to-end business operations efficiently.
Despite their market success, the company struggled with operational inefficiencies that threatened their ability to scale and deliver exceptional customer experiences.
Customer data was scattered across multiple spreadsheets, legacy CRMs, and the ERP system with no single source of truth.
Sales forecasting, project tracking, and customer ticket management relied heavily on manual data entry and offline documents.
Finance teams struggled with invoice tracking, collection follow-ups, and outstanding payment monitoring due to fragmented data.
Support teams lacked visibility into customer history, leading to inconsistent service and knowledge management challenges.
We implemented a comprehensive multi-cloud Salesforce solution with seamless ERP integration, transforming their entire business operation.
Our implementation covered six critical business processes, each fully digitized and automated on the Salesforce platform.
End-to-end lead tracking from inquiry to closed-won with automated stage transitions and approval workflows.
Proactive customer health scoring, renewal tracking, and upsell/cross-sell opportunity identification.
Custom project tracker with milestone tracking, resource allocation, and customer visibility through the portal.
Unified ticketing system with SLA tracking, knowledge-driven resolution, and community-based support.
Centralized knowledge base accessible to both internal teams and customers via Experience Cloud.
Automated invoice sync, collection reminders, and real-time outstanding payment dashboards integrated with ERP.
We established robust integration between Salesforce and the client's ERP system, enabling real-time data flow for financial operations.
We deployed a branded Experience Cloud portal that serves as a self-service hub for the client's enterprise customers.
Log, track, and resolve support cases online
Searchable articles and documentation
Real-time project status and milestones
Explore the detailed implementation of one of the key processes automated in this transformation.
Data-driven Health Score Framework across 9 key categories—CSAT, license utilization, QBRs, support health, and renewal readiness.