What’s Inside?
- Implementation of a unified CRM foundation across multiple acquired brands.
- Successful Salesforce Lightning migration and data consolidation from legacy CRMs.
- Seamless integration of Sales Cloud with Pardot, Zendesk, and DocuSign.
Context
A fast-growing customer engagement software provider recently completed a major fundraising round, acquiring several startups to offer a comprehensive customer experience suite. To support this rapid expansion, the company needed to harmonize its internal systems and centralize its sales operations on a single, robust platform.
Challenges
Following multiple acquisitions, the client faced fragmented data across different CRMs. The primary challenge was executing a Salesforce CRM consolidation to create a single technological foundation. Additionally, the company needed a smooth Salesforce Lightning migration, demanding careful role management and process personalization to distinguish between direct sales and partner channels.
The Solution
To resolve these technological challenges, the client chose a comprehensive Salesforce ecosystem. The deployed solution included Sales Cloud for core CRM functionalities and Pardot for marketing automation, coupled with strategic integrations using Zendesk and DocuSign.
Our Contribution
Our team led the end-to-end Sales Cloud implementation. We managed the solution design, system configuration, and the complex data migration from legacy platforms. Beyond the core setup and the Salesforce Lightning migration, we redesigned business processes, established robust lead management, and built custom dashboards to track Annual Recurring Revenue (ARR) and Monthly Recurring Revenue (MRR). We also handled the Zendesk and DocuSign integrations, culminating in thorough testing and comprehensive go-live support.
Benefits
The Salesforce CRM consolidation delivered a highly personalized application tailored to distinct business needs. By integrating third-party tools, the client successfully automated critical workflows, significantly improving operational efficiency. Furthermore, differentiated opportunity management for direct clients versus partners streamlined the sales pipeline. Comprehensive training on Salesforce Lightning best practices accelerated user adoption, empowering both sales representatives and top management with clear performance visibility.
Key Figures & Dates
- Project duration: August 2020 – September 2020
- Workload: 30 man-days
- Impact: 20 users impacted by the solution
