About The Client

Our client was undertaking a strategic modernization initiative to migrate their existing customer service portals, GDP, CRM Next & Wisdom, along with other legacy applications, to the Salesforce Service Cloud. This initiative aimed to leverage Salesforce as a unified front-end interface for enhanced user experience and operational efficiency while maintaining existing integrations with multiple backend systems and enterprise databases.

Business Challenge

  • GDP Application Migration

  • 16 CRM Next Mailbox and Application Migration

  • 8 Wisdom App Mailboxes and Application Migration to Salesforce

  • 10 Web2Case Forms migration

  • New Application Development i.e. CI Portal, Bulk Data Uploader

  • IT Process, Best Practices & Automation

  • Other Legacy Applications Sunset

  • Implement Salesforce New Features

  • Call center Integration

  • New Business Solutions and Utilities

Saksoft’s Solution

  • Conducted a full day workshop with Business and IT Team Stakeholders and collected comprehensive business requirements

  • Created a comprehensive plan to cover all business applications migration and regular managed services support model

  • Recommended a delivery model to streamline IT Processes, Automation & Maintenance i.e. Analytic & Reporting, DevOps Process, QA Process automation, User Team Enablement, API Integration framework, System monitoring & Notification, Data & File management, Audit Logging

  • Implemented Salesforce Development as per business priorities and delivery plan

Results

  • 40% improvement in operational efficiency by consolidating legacy systems on Salesforce

  • 30% faster case resolution through automation and unified customer data

  • Future-ready, scalable platform enabling 30% faster feature rollouts

Related Case Study

LET’S WORK TOGETHER

Let’s Talk About How We Grow Your Business