A client with a new Salesforce Service Cloud implementation is extending CRM to correlate with their commercial SaaS product for customer onboarding orchestration with delivery staff working in Salesforce. After earning the trust of the product engineering team with valuable documentation and narratives from restructuring the CRM Accounts, we selected, contracted, and piloted an IPaaS solution to conduct the workflows across platforms.

Business partners collaborated asynchronously to design policies and processes around a near-native information flow available to all participants in the critical new customer onboarding stage. Also in parallel, a product engineering team was creating an elegant, digital setup experience within the product itself.

Previous engagement with this client allowed for abbreviated define and design time for contributors. Effective documentation and executive prioritization allowed three parallel, internal delivery teams to create a compelling new experience which immediately increased CSAT, launch rate, and productivity metrics…. and to pull in roadmapped scope as part of the initial release within 30 days.