At a glance
- Industry
- Cybersecurity
- Platforms
- Salesforce Sales Cloud, Salesforce Service Cloud
- Service
- Implementation, Migration, Optimization
- Results
- 2,300 accounts migrated · 6-8 wks to go-live
The challenge
Sales ran in Nutshell, support in a homegrown tool, and information was scattered across five places. There was no unified customer view, no case routing, and no service metrics.
What we did
- Sales Cloud with guided lead stages, a security-review-aware opportunity pipeline, and partner tracking
- Service Cloud with email-to-case, queues, severity levels, escalations, and auto-response
- Migration of 2,300 accounts and contacts from Nutshell, with a crawl-walk-run rollout
- Weekly development sprints with a live project portal and transparent communication
The results
The company consolidated sales and service onto one platform, migrated 2,300 companies, gained real-time pipeline and case dashboards, and went live with core functionality in roughly 6-8 weeks.
We have all the warm fuzzies — you did a good job for us.
Client, Cybersecurity
Does this sound like your team?
- Customer questions arrive by email and sit in someone’s inbox, with nobody able to say who owns the reply or how long it has waited.
- Account managers check a sales tool, a support tracker, and several shared files to answer one simple question about a customer.
- Leadership asks how many open support issues are high severity, and the answer takes an afternoon of manual counting.
Where we would start
Start by mapping every place customer data lives today, then decide which system of record each object belongs in. With sales and support split across tools, that consolidation plan drives everything else. Stand up the core pipeline and email-to-case intake first, and migrate accounts and contacts cleanly. Layer routing and escalation rules once people work in one place. A staged rollout keeps teams productive while habits shift.