Leads lose momentum
Enquiries move through several teams without a clear next action. Define assignment, qualification and follow-up rules.
Platform / Enterprise Business Platforms
Bring customer teams around a shared view.
Clarify the customer journey and data model before deciding which Salesforce products and integrations are useful.
Explore the fit
01
Sales
Understand pipeline and account workflows.
02
Service
Connect customer requests to context.
03
Customer data
Define a consistent view across touchpoints.
Where to begin
A clear starting point for Salesforce.
Define your requirements first, then evaluate the platform and implementation scope.
01
Map customer touchpoints
02
Review account and contact data
03
Prioritise a first workflow
Connected work
The platform is part of a wider plan.
Salesforce should be considered alongside your existing systems, team workflows and the support needed after launch.
Explore Customer experienceQuestions worth answering
What should change for the people who use it?
Which data and systems must connect?
Who will own the platform day to day?
Customer operations
Start with the outcome.
Salesforce can support sales, service, marketing and commerce work around customer information. A useful implementation begins with the customer journey and the records that teams need to trust, not with a long list of features to switch on.
What a good plan produces
A customer platform plan that improves handoffs and shared context.
When it fits
Recognise the problem before choosing the platform.
These situations help identify where Salesforce may be useful and what needs a closer look.
Service lacks context
Support teams must ask customers to repeat information. Identify which account and interaction details need to be available.
Customer data is duplicated
Different systems store conflicting contact or account records. Decide which system owns each field and how changes propagate.
Focus areas
The work behind the technology.
A platform decision affects data, teams and everyday operations. These workstreams help define a useful scope.
Journey mapping
Show how a person becomes a lead, customer and support contact, including the handoffs between teams.
CRM data design
Agree on account, contact and opportunity definitions before migration or automation.
Workflow and automation
Prioritise the routing, reminders and approvals that remove real delays without hiding responsibility.
Adoption and reporting
Build views around the decisions managers and frontline teams make, then train people on the resulting process.
Practical approach
From first question to a workable plan.
Map touchpoints
Follow a customer from first enquiry through purchase and support.
Choose the first team
Select the use case with a clear owner, users and visible operational benefit.
Prepare the data
Review duplicate records, required fields and integration points.
Roll out and learn
Test the workflow with users, adjust it and expand only when it is working consistently.
Before you decide
Three questions that shape the scope.
Use the answers to assess fit and understand what needs to happen around the platform.
01
Who owns account and contact quality?
02
Which customer interactions must be visible across teams?
03
What changes in the team's daily process?
Common questions
About Salesforce.
Is Salesforce only for sales teams?
Salesforce offers products for sales, service, marketing and commerce. A project should select the products that serve its customer journey.
Do we need to move all customer data at once?
Not necessarily. Decide which records the first workflow needs, what historical data is useful and what can remain in existing systems.
How do we avoid a CRM that nobody uses?
Design the workflow with users, keep required data purposeful and make ownership and training part of the rollout.
In Enterprise Business Platforms
Explore related platforms.
Next step
Talk through the right fit.
Tell us what you need Salesforce to support.
