A unified voice-and-data platform implementation within Salesforce

A leading UK-based cloud security and innovation firm
/
October 7, 2025

Problem Statement:

The client relied on disparate telephony systems and CRM records, resulting in siloed data, extended call-handling times, and missed first-contact resolutions. With strict GDPR and PCI requirements, the organization needed a secure, auditable, and efficient way to manage voice, SMS, and chat interactions directly from Salesforce.

The Challenges:

  • Voice, SMS, and chat channels lived outside the CRM, causing manual data entry and inconsistent customer histories.
  • GDPR and PCI mandates demanded encrypted call recordings, secure data storage, and robust role-based access controls.
  • Inability to track real-time call metrics, such as handle time and wrap-up codes, hindered operational insights and coaching opportunities.
  • Synchronizing historical call logs and contacts from an on-premises telephony system required careful data migration and reconciliation.

The Solution:

  1. Unified Communication Hub: Integrated all customer touchpoints, voice calls, text messages, and chat, directly into Salesforce, eliminating manual data entry and creating complete interaction histories in one place.
  2. Enhanced Security Framework: Implemented encrypted call recording and secure data storage with role-based access controls, ensuring full compliance with GDPR and PCI security standards for sensitive customer information.
  3. Real-time Performance Tracking: Enabled live monitoring of call metrics including response times and resolution codes, providing managers with instant insights for team coaching and operational improvements.
  4. Seamless Legacy Integration: Migrated historical call records and contact data from existing phone systems into Salesforce without disruption, preserving years of customer interaction history.

Impact made:

30%

first-contact resolution improvement

Average handle time dropped by 25%, & first-contact resolution improved by 30%, thanks to screen-pop & automated logging.

80%

Reduced data-entry errors

Agents gained full customer context within Salesforce, eliminating manual lookups and reducing data-entry errors by 80%.

100%

GDPR & PCI Compliance

Encrypted call recordings, audit trails, and role-based permissions ensured 100% adherence to GDPR and PCI standards.

20%

Improved Customer Satisfaction

Real-time dashboards and call-metric tracking enabled managers to coach agents proactively, boosting customer satisfaction scores by 20%.

Day 1

Continuity of Service

Historical call data was fully migrated and reconciled, providing continuity of service and a single source of truth from day one.

What made it special:

No items found.

Testimonial:

Tools / Platforms Used:

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