One Salesforce customer view across sales, service and marketing at CSL Group

Context

CSL Group provides critical connectivity and security solutions in a recurring-revenue business. Sales, service and marketing teams needed a shared view of customer activity, with analytics that could support operational decisions across the organisation.

The constraint

The requirement crossed several teams and systems. Salesforce had to support sales, service and marketing without turning each function into a separate data island. The platform also needed to continue evolving after the initial implementation as the organisation and its user base changed.

What EKWIS changed

EKWIS led a six-month Salesforce implementation spanning Sales Cloud, Service Cloud and Account Engagement. Multiple surrounding systems were integrated in phases, bringing customer information and reporting into a more consistent operating view. The wider platform also used Experience Cloud and CRM Analytics.

The relationship then moved into an ongoing delivery model covering day-to-day administration, production issue resolution, automation, bespoke development, release planning and architecture. That gives CSL a route for both operational support and substantial platform change without rebuilding the delivery team for every request.

How delivery risk was controlled

The implementation was phased into controlled releases. EKWIS then retained delivery context through managed support, with change ranging from access and configuration through to Apex, Lightning components and integrations. Release advice and knowledge transfer keep the internal team involved as the organisation, user base and platform evolve.

Outcome

The delivery established a shared operational view and new analytics across a Salesforce platform used by more than 200 people.

Technology