Case Studies

Real projects. Real outcomes.

A selection of Salesforce engagements we have led — from global rollouts to AI-powered service transformation.

Retail AI & Agentforce

Scaling Customer & HR Support with AI-Driven Service Agents

A global fitness brand needed to modernise its support model by introducing AI-driven automation for customer and internal HR queries — without losing quality or control.

Challenge

  • High volume of repetitive support queries
  • Underutilised and inconsistently surfaced knowledge base
  • Inconsistent responses across support channels
  • Need for controlled AI adoption with clear governance

Approach

  • Agentforce service agent for customer and HR queries
  • Knowledge integration using Salesforce Knowledge libraries
  • Topic-based classification for query routing
  • Prompt templates for response control and governance
  • Topic actions for knowledge answers, case creation, and escalation
  • Omni-Channel fallback routing with session handling

Outcome

  • Reduced repetitive query volume
  • Faster, more consistent customer responses
  • Increased knowledge base utilisation
  • Scalable AI support without additional headcount
Tech: Agentforce Service AgentKnowledge BasePrompt engineeringOmni-Channel routing

Architectural Insight

The solution prioritised controlled AI orchestration over open-ended generation — ensuring all responses were grounded in approved knowledge and governed through topic and prompt design.

University Education Cloud

Consolidating Multi-Institution Operations into a Unified Salesforce Education Cloud Platform

Two organisations operating across academic operations, fundraising, and service management required consolidation into a single Salesforce platform to improve efficiency, visibility, and long-term scalability.

Challenge

  • Multiple Salesforce orgs and fragmented processes across institutions
  • Inconsistent data models and lack of standardisation
  • Limited visibility across student lifecycle and engagement
  • Complex integration requirements with SITS (Student Information System)
  • Need to support academic operations, fundraising, and service management in one platform

Approach

  • 6-week discovery phase for business processes and target operating model
  • Single consolidated Education Cloud platform
  • Data model aligned to Education Cloud framework
  • Student enquiry management with Omni-Channel, messaging, and SLAs
  • Data migration strategy for accuracy and continuity
  • SITS integration for academic data synchronisation
  • Education Cloud features for engagement and lifecycle tracking

Outcome

  • Consolidated two organisations into a single scalable Salesforce platform
  • Improved operational efficiency and data consistency
  • Enhanced visibility across the full student lifecycle
  • Established a future-proof architecture for ongoing transformation phases

Key Capabilities Delivered

  • Unified platform for academic operations and engagement
  • Centralised student enquiry and service management
  • Enhanced alumni and fundraising tracking
  • Structured academic engagement and lifecycle visibility
  • Marketing enablement through interest and enquiry tracking
Tech: Education CloudSITS integrationCase ManagementNon-ProfitSMS Magic

Architectural Insight

The solution focused on data model harmonisation and domain-driven architecture, ensuring that academic, service, and engagement capabilities could scale independently while operating within a unified platform.

Univerisity Partner Education Cloud

Transforming Admissions, Enrolment & Student Services Across Multiple Universities

A higher education group required onboarding of multiple universities onto Salesforce, replacing legacy systems and delivering a unified student experience across applications, enrolment, and support services.

Challenge

  • Legacy, siloed systems across multiple universities
  • Fragmented admissions and enrolment processes
  • Lack of centralised course and academic structure management
  • Manual and inconsistent grading and progression tracking
  • Limited digital experience for students and academic staff

Approach

  • 8-week discovery phase across multi-university stakeholders
  • End-to-end architecture for admissions, enrolment, and student services
  • Centralised academic data model for courses, modules, and offerings
  • Experience Cloud portals for students and lecturers
  • Custom grading engine for marks, progression, and outcomes
  • Service Cloud for welfare, attendance, and change management

Outcome

  • Successfully onboarded multiple universities onto a single platform
  • Replaced legacy systems with a scalable Salesforce architecture
  • Improved student experience across application and enrolment journeys
  • Increased operational efficiency across academic and support teams

Key Capabilities Delivered

  • End-to-end student lifecycle management
  • Centralised academic structure and course management
  • Digital-first student and lecturer experience
  • Automated grading and progression tracking
  • Integrated student support services
Tech: Education CloudExperience CloudCustom grading engineOmniStudio applicationCase managementPlatform Events

Architectural Insight

The custom grading engine was the most architecturally complex element — built on Apex to handle institution-specific rules, progression logic, and outcome tracking that standard Education Cloud objects could not accommodate. Platform Events were used to decouple the notification layer from the core grading process.

Charity Nonprofit Cloud

Centralising Donor Management and Impact Reporting for a National Charity

A national charity was managing donor relationships, programme delivery, and funder reporting across disconnected spreadsheets and a legacy CRM — limiting fundraising capacity and making it difficult to demonstrate impact.

Challenge

  • Fragmented donor data with no single source of truth
  • Manual gift processing and acknowledgement workflows
  • No visibility across donor journeys or giving history
  • Difficulty producing timely impact reports for funders
  • Disconnected volunteer engagement and programme tracking

Approach

  • Nonprofit Cloud as central fundraising platform
  • Household data model for donor relationships
  • Recurring gift processing with automated acknowledgements
  • Online donation integration for real-time capture
  • Impact reporting dashboards for funders
  • Engagement plans for donor lifecycle management
  • Training and change enablement for internal teams

Outcome

  • Single source of truth for all donor and programme relationships
  • Significantly reduced manual gift processing overhead
  • Improved funder reporting with real-time impact data
  • Increased donor retention through automated engagement journeys

Key Capabilities Delivered

  • Centralised donor and programme relationship management
  • Automated gift acknowledgement and receipt processing
  • Real-time impact reporting for funders
  • Donor lifecycle engagement and retention automation
  • Volunteer and programme activity tracking
Tech: Nonprofit CloudRecurring gift ManagementStripe integrationSquare integration

Architectural Insight

The key architectural decision was treating the donor journey as a lifecycle rather than a series of transactions — configuring engagement plans and lapsed donor signals within the NPSP Household model to drive proactive outreach based on giving history and relationship stage.

Insurance Contract Lifecycle Management

Modernising Contract Management Across a Global Insurance Organisation

A global insurance organisation needed to transform fragmented, paper-heavy contract processes across multiple regions, impacting both Sales and Legal teams.

Challenge

  • Manual, paper-based contract processes
  • Disconnected Sales → Legal lifecycle
  • Lack of global standardisation
  • Limited visibility and auditability of contracts

Approach

  • Conga CLM for end-to-end contract lifecycle
  • EsignAnywhere for digital contract execution
  • Opportunity to contract to signature lifecycle in Salesforce
  • Automation for contract generation and approvals
  • Global rollout across 2,000+ users

Outcome

  • Fully paperless contract process across regions
  • Reduced contract turnaround time
  • Improved compliance and audit tracking
  • Scalable global contract management platform
Tech: Conga CLMEsignAnywhereKIRA Systems ML migrationSalescloud

Architectural Insight

The architecture centred on bridging the commercial and legal lifecycle within a single Salesforce org — eliminating handoff friction between Sales and Legal by treating the contract as a native Salesforce object with integrated e-signature and storage throughout.

Retail CPQ & ERP Integration

Replacing Spreadsheet-Based Quoting with Salesforce CPQ

A multinational organisation relied on Excel-based quoting, creating inefficiencies, inconsistencies, and lack of global visibility across sales teams.

Challenge

  • Manual quoting processes with no version control
  • No standardised pricing logic across regions
  • Disconnected Salesforce and SAP systems
  • Regional inconsistencies in deal structures

Approach

  • Salesforce CPQ for structured quote generation
  • Standardised pricing and product configuration
  • Global pricing and process alignment
  • Salesforce to SAP integration via MuleSoft
  • Phased rollout from pilot to global deployment

Outcome

  • Improved sales efficiency and quoting speed
  • Reduced quoting errors significantly
  • Full pipeline visibility for leadership
  • Scalable and standardised global sales process
Tech: Salesforce CPQSAP integrationMuleSoft orchestrationConga CLM

Architectural Insight

Replacing Excel with CPQ required more than configuration — it demanded a global pricing taxonomy agreed across regions before any build began. The MuleSoft integration layer was designed for bidirectional Salesforce ↔ SAP sync without creating tight coupling between systems.

Retail Service Cloud

Transforming Customer Service Operations for a 14,000-User Platform

A major UK retail organisation required migration from Salesforce Classic to Lightning alongside a full redesign of case management and support processes at significant scale.

Challenge

  • Legacy user experience in Salesforce Classic
  • Large-scale user base of 14,000 users
  • Complex integrations with multiple external systems
  • Need for structured Agile delivery and release management

Approach

  • Lightning migration with phased rollout strategy
  • Redesigned case management processes
  • Multi-team delivery coordination (onsite and offshore)
  • Agile sprint delivery and release management
  • Stakeholder workshops for continuous improvement

Outcome

  • Improved agent productivity and platform usability
  • Increased adoption across 14,000 users
  • More efficient and measurable service operations
  • Scalable support model for continued growth
Tech: Lightning Experience migrationService CloudThird-party integrationsLive Agent

Architectural Insight

At 14,000 users, the Lightning migration required a phased enablement approach — feature parity was established first, with new Lightning capabilities introduced progressively to minimise disruption and protect agent productivity throughout the transition.

Retail Sales Cloud

Streamlining Property Lettings Operations for a Regional Lettings Agency

A regional lettings agency was managing landlord relationships, property listings, and tenancy renewals across disconnected spreadsheets and email — with no pipeline visibility and a high risk of missed renewals.

Challenge

  • No central view of landlord, property, and tenant relationships
  • Manual tenancy renewal tracking with significant missed renewal risk
  • Fragmented property portfolio with no performance visibility
  • Inconsistent onboarding process for new landlords
  • No measurable new business pipeline for the sales team

Approach

  • Sales Cloud as central lettings CRM
  • Custom data model for properties, landlords, tenants, and tenancies
  • Automated renewal pipeline with proactive alerts
  • Opportunity tracking for landlord acquisition
  • Portfolio dashboards and renewal forecasting
  • Automated landlord onboarding workflows

Outcome

  • Full portfolio visibility across all landlords, properties, and tenancies
  • Significant reduction in missed renewals through automated alerts
  • Improved landlord retention and relationship management
  • Measurable new business pipeline established for the first time

Key Capabilities Delivered

  • Centralised landlord, property, and tenancy management
  • Automated tenancy renewal pipeline and proactive alerts
  • New business opportunity tracking and pipeline forecasting
  • Portfolio performance reporting and dashboards
  • Standardised landlord onboarding workflows
Tech: Sales Cloud

Architectural Insight

Standard Sales Cloud objects were extended rather than replaced — mapping Properties as Accounts and Tenancies as Opportunities allowed the team to leverage native pipeline tooling while accommodating the unique structure of a lettings business, keeping the build lean and maintainable.

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