Connecting the customer operation
CSL Group needed sales, service and marketing to share customer context. The requirement crossed teams and systems, with analytics needed to support decisions across the organisation.
EKWIS led a six-month implementation spanning Sales Cloud, Service Cloud and Account Engagement. Connections to surrounding systems were introduced in phases, bringing information and reporting into a more consistent view.
From implementation to continuing delivery
The relationship continued through day-to-day administration, production diagnosis, automation, bespoke development, release planning and architecture. Work could move from an operational problem into a Salesforce change with the delivery context retained.
Phased releases, knowledge transfer and release advice kept the internal team involved as the business and platform evolved.
A platform the business could keep developing
The implementation established the shared customer view and analytics described in Tony Mann’s testimonial. The wider Salesforce platform also used Experience Cloud and CRM Analytics, alongside the products in the initial implementation.
Ongoing support covered changes from access and configuration through to Apex, Lightning components and integrations.
Customer and pipeline context
Customer issues and activity
Engagement and analytics