The challenge
Sales and service teams worked in separate systems with their own records of the customer. When an account moved between teams, context was lost, and customers often had to repeat information they had already provided.
Reporting on the end to end customer relationship was difficult because activity was scattered across disconnected tools. Leaders lacked a dependable view of pipeline and service performance in one place.
The provider wanted a single platform for customer engagement that could support consistent processes across channels and scale with its growing base.
Technology landscape
Separate sales and service applications with overlapping but inconsistent customer records and limited integration.
Several channel specific tools for contact centre, field and digital interactions, each capturing a partial view of the relationship.
Billing and provisioning systems that held authoritative account data and needed to connect reliably with any new CRM.
Our approach
We designed a unified customer data model and a shared set of processes that both sales and service could work within, agreeing early how records would flow between functions.
We prioritized establishing the single customer view and core service and sales journeys, then planned later phases for additional channels and automation.
We involved frontline representatives in design so the new ways of working fit real interactions, which supported adoption once the platform went live.
Implementation
We implemented Salesforce as the shared platform for sales and service, configuring the agreed processes and building integrations to billing and provisioning so representatives saw consistent, current account information.
We consolidated and de-duplicated customer records through a careful migration, applying matching rules validated with the business to establish trustworthy master records.
We delivered role based training and a phased channel rollout, with close support during the early weeks to refine automation and resolve edge cases quickly.
Outcomes
- Sales and service teams worked from a single customer view, reducing the repeated questions and lost context that had frustrated customers.
- Consolidated activity data improved reporting confidence, giving leaders a clearer picture of pipeline and service performance.
- Consistent processes across channels made the customer experience more predictable regardless of how people chose to get in touch.
- A common platform created room to extend automation and add channels without rebuilding the foundations each time.