Case Study
Overcoming Backlogs and Swiftly Identifying Former Customers in Salesforce
Pain Point
Marking a customer as "x-customer" required a manual, multi-step process to update the account and all related records. That process couldn't keep pace with the volume of changes, resulting in recurring backlogs and an outdated database.
As a result, multiple departments were working from outdated data.
Path to Resolution
Mapped the process. Worked with the team to understand each step, why it existed, and the order it ran in.
Identified a source of truth. Found a reliable, accessible database field to track customer relationship status.
Aligned on approach. Presented the proposed build and confirmed it with the client before implementation.
Built the solution. Automated the end-to-end process using standard Salesforce automation, with a manual override so authorized users can quickly reverse erroneous updates.
Went live. Ran UAT, gathered feedback, transferred knowledge, prepped pre-launch comms, and set up post-launch monitoring and support.
Success Metrics
Real-time data: Dependent departments now work with up-to-date information, strengthening cross-team decision-making.
Stronger efficiency: Better resource allocation and data quality boosted productivity without added cost.
Zero manual overhead: The process runs end-to-end with minimal human intervention.
