Customer handoffs are getting lost
Teams work across spreadsheets, email, and Salesforce with unclear ownership. Map the customer journey and make the next action, owner, and information easier to see.
CRM / Salesforce
Make Salesforce work better for your customer teams.
SOA helps organizations implement and improve Salesforce around the people who use it. We connect customer processes, reliable information, and practical configuration so sales, service, and operational teams can work with greater clarity.
Discuss your CRM needsWhere we help
Where customer work loses continuity.
The system is not being used consistently
Fields, screens, or workflows add friction, and reports are difficult to trust. Improve the experience alongside the data and process rules behind it.
A new process needs a coordinated change
A Salesforce implementation, system integration, or data migration affects several teams. Plan the configuration, testing, adoption, and release together.
The work
Connect Salesforce to customer processes.
Shape the configuration, information, and integrations around the tasks sales, service, and operational teams need to complete. Include adoption and administration in the change.
Shape the process and adoption plan
Translate sales, service, and operational needs into requirements, a prioritized backlog, and an implementation approach. Define the user journeys, ownership, reporting needs, and adoption measures before configuring the platform.
Implement and configure Salesforce
Configure the data model, permissions, screens, and workflows for the agreed process. Use Salesforce Flow and appropriate development where needed, with testing and acceptance criteria tied to real user tasks.
Connect systems and migrate data
Integrate Salesforce with the applications supporting customer work. Map and clean data, plan migration and reconciliation, and address duplicate records, error handling, and ongoing information ownership.
Improve reporting and workflow
Develop reports and dashboards that help teams understand pipeline, service activity, and operational handoffs. Simplify repetitive steps and make the information behind decisions more consistent.
Release, support, and keep improving
Coordinate user acceptance testing, release planning, guidance, and training. Hand over administration and support procedures, then organize ongoing enhancements around feedback, changing requirements, and platform releases.
Where to start
Begin with the customer workflow that needs attention.
Review a process whose problems need investigation, or start a defined Salesforce implementation or enhancement. The starting point can be one handoff, report, integration, or migration.
Review the workflow and priorities
Follow a real task from intake to completion with the people who do the work. Examine Salesforce, the connected applications, and information to identify the changes that would make the process more effective.
- A workflow map with friction, data, and ownership issues identified
- A prioritized configuration, integration, and reporting backlog
- An implementation plan with testing, adoption, and release criteria
Implement the Salesforce change
Bring the handoff, reporting improvement, integration, or data migration you want to undertake. Develop the configuration and implementation detail around that change, with responsibilities and acceptance criteria agreed with the teams involved.
- Users can complete the agreed workflow and handle exceptions
- Data, permissions, integrations, and reporting are tested where relevant
- User guidance and administration handover support the release
The wider context
Follow the handoff beyond Salesforce.
A connected customer workflow needs attention to the information, users, and exceptions on each side of the handoff.
Explore a customer workflow implementationIf your team needs an individual Salesforce specialist for work it directs, share the customer process, platform environment, and contribution required.
Discuss your staffing needsStart with the challenge
Which customer workflow needs attention?
Tell us what is happening today, what you want Salesforce to make possible, and the constraints the work needs to respect.