Case Study · Salesforce CRM Transformation
From the Brink of Decommission to a Governed, Modern Platform
Continuous Salesforce partner to a global advanced specialty-materials manufacturer since Oct 2023. A 5-phase arc — assess, stabilize, govern, transform, scale — rebuilt a CRM the org was ready to retire into a governed platform serving 300+ users across 6+ regions.
- Phase 1 Assess
- Phase 2 Stabilize
- Phase 3 Govern
- Phase 4 Transform
- Phase 5 Scale
The Challenge
A global advanced specialty-materials manufacturer had a Salesforce CRM that was days from decommissioning — unstable, ungoverned, and at risk of being retired entirely. With 300+ users across 6+ regions depending on it and 7+ integrations feeding critical data, walking away would have disrupted operations worldwide. The platform needed to be rescued, stabilized, and rebuilt into something the business could trust and grow on.
Solutions
- Assess: Audited the org, integrations, and technical debt to map risks and quick wins
- Stabilize: Eliminated unplanned production failures and established release discipline
- Govern: Introduced change management, controlled environments, and deployment governance
- Transform: Modernized data models, automation, and user experience across regions
- Scale: Extended the platform to 300+ users, 6+ regions, and 7+ integrations on a governed foundation
Results
- 75+ enhancements delivered across 2.5 years of continuous partnership
- ~$72K in programme-level cost avoidance
- 0 unplanned production deployments under the new governance model
- 300+ active users supported across 6+ regions with 7+ integrations
“Rescued a CRM days from decommission and rebuilt it into a governed, modern platform for 300+ users across 6+ regions.”