CASE STUDY
From Frustration to Full Transformation: A Multi‑Year Salesforce Success Story
INTRODUCTION
A national manufacturing and services organization was struggling through a greenfield Salesforce implementation with multiple components—Sales Cloud, Service Cloud, Experience Cloud, Field Service, and Certinia. The original vendor relationship had soured, leading to stalled progress, user frustration, and growing distrust.
The Challenge
- The project was bogged down by misalignment between vendor and stakeholders.
- Users and executives resisted changes due to poor communication and lack of confidence.
- A wide range of disconnected processes and legacy systems needed to be replaced or integrated.
- The implementation required rethinking end‑to‑end operations, from initial customer engagement to final billing.
Work We Did
M&S Consulting was brought in to stabilize the situation. At first, our role was to mediate between the client and their existing vendor, but over time our experts replaced the vendor team entirely.
Assessment and Trust Building
We engaged directly with stakeholders to rebuild confidence in the implementation, listening to user feedback and uncovering pain points.
Process Reengineering
We redesigned business processes from prospecting to contract closeout, automating key workflows and eliminating manual inefficiencies.
Integration and Modernization
We integrated multiple legacy systems into Salesforce, ensuring data consistency and seamless user experiences.
Full Salesforce Ecosystem Implementation
Our team delivered a holistic platform using Sales Cloud, Service Cloud, Experience Cloud, Field Service, and Certinia to unify operations.
The Solutions
- A unified Salesforce platform supporting sales, service, field operations, and billing.
- Streamlined end‑to‑end processes with automation and improved reporting.
- Enhanced stakeholder alignment and user adoption through transparent communication and training.
the results
Operational Transformation
The organization moved from nine separate systems to a single, integrated Salesforce platform.
Stakeholder Confidence
Users embraced the new system after seeing measurable improvements in efficiency and accuracy.
Market Growth
The success of the platform and processes contributed to a private equity acquisition, validating the business value of the transformation.
Conclusion
This multi‑year engagement showcases how M&S Consulting combines technical expertise with change management to drive real transformation. The client is now leveraging Salesforce innovation to scale operations and deliver exceptional customer experiences.