Transformed Sales & Service for a leading Global Software & IT Consultancy Firm

Leading Global Software & IT Consultancy Firm

Problem Statement:

The client operated with siloed regional CRM systems, resulting in fragmented opportunity management, inconsistent case resolution processes, and limited visibility into global customer data. This fragmentation impeded SLA adherence, slowed response times, and prevented leadership from making informed, data-backed decisions.

The Challenges:

EMEA, APAC, and the Americas each used different territory rules, currency formats, and process maps, leading to inconsistent user experiences.
Real-time synchronisation was required between Salesforce & multiple back-office systems (SAP, Oracle) to ensure data accuracy and support SLA automation.
The solution needed to meet stringent GDPR requirements and deliver sub-two-second page-load performance despite high data volumes.
Over 2,000 global users required tailored training and support to transition smoothly from legacy systems to the new console-based interface.

The Solution:

Unified Global Platform: Replaced separate regional systems with one integrated Salesforce environment, standardizing processes across all markets while maintaining local currency and territory requirements for consistent worldwide operations.
Seamless Data Integration: Connected Salesforce with existing back-office systems like SAP and Oracle through real-time synchronization, ensuring accurate information flow and automated compliance with service level agreements.
Enhanced Performance & Security: Built a high-speed platform delivering lightning-fast page loads under two seconds while meeting strict data protection regulations, handling massive data volumes without compromising user experience.‍
Smooth User Transition: Rolled out comprehensive training programs for over 2,000 employees globally, providing personalized support and guidance to help teams quickly adapt to the new streamlined interface and workflows.

Impact made:

35%

Increase in lead-to-opportunity conversion

Boosted Conversion Rates: Lead-to-opportunity conversion improved by 35%, driven by standardised qualification and territory rules.

20%

Decrease in case resolution cycle

Faster Resolution: Case resolution cycles decreased by 20% thanks to SLA-driven automation and Omni-Channel routing.

150,000

Unified accounts

Unified Customer Data: 150,000 global accounts now live in a single source of truth, enabling real-time dashboards & data-driven decisions.

<2 secs

Enhanced Performance

Page loads consistently under two seconds, with built-in encryption and data-residency controls ensuring full GDPR adherence.

Transformed Sales & Service for a leading Global Software & IT Consultancy Firm

Problem Statement:

The Challenges:

The Solution:

Impact made:

35%

20%

150,000

<2 secs

What made it special:

Testimonial:

Tools / Platforms Used:

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