Building a Unified Single Customer View in Salesforce for Connectivity and Security Solutions Provider CSL Group

A pioneering UK-based provider of critical IoT connectivity solutions operates in a highly regulated, subscription-based environment focused on fire, security, telehealth, and mission-critical sectors. With a rapidly expanding portfolio serving millions of connected devices worldwide and a history of strategic growth through multiple acquisitions, the company sought to enhance its analytics and create a more unified customer view. This would support even smoother integration across sales, service, and marketing teams, enabling more effective data-driven decisions amid ongoing mergers, operational scaling, and the demand for resilient, multi-path connectivity solutions.

We led a full-scale Salesforce implementation, offering comprehensive support services that encompassed multi-cloud integrations including Sales Cloud for customer sales support, Service Cloud for service enhancements, and Account Engagement (Pardot) for marketing automation. We integrated multiple systems over various phases of the project and ongoing support, facilitating advanced data analytics, automated processes, and a tailored evolution of the platform to handle the company's complex, subscription-focused operations, ensuring high availability and compliance in regulated markets.

The deployment provided the company with sophisticated analytics capabilities, unified cross-departmental insights, and optimised platform management, driving operational efficiency and strategic agility. Through ongoing dedicated support, we guided the solution's evolution from a core single customer view into a dynamic, multi-cloud ecosystem, accommodating multiple acquisitions and significantly growing the number of Salesforce users on the platform as the company scales and grows. This ongoing partnership has empowered the company to maintain resilient connectivity for life-critical applications, scaling to serve diverse sectors with enhanced visibility and innovation.