client challenge.
The real promise of Salesforce is efficiency and growth. For our client, however, it had become an unrealized goal and a daily frustration. That’s why we introduced our XOffering suite — a set of services and tools built to maximize Salesforce ROI by addressing the most critical gaps in a business process or unit and driving optimal adoption.
We began with the team’s lead-to-leasing process, using our XWorkshop to run a deep assessment of both technical and functional challenges: Salesforce’s implementation as well as the current process. The findings told a clear story that required immediate action:
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a broken process.
Leasing agents spent only about two hours a day on calls, losing critical sales time to inefficient, manual admin tasks.
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the automation gap.
Slow, manual workflows and poor system integrations within Salesforce strained the leasing unit, creating friction and stalling productivity.
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wasted potential.
Despite significant IT spend, key tools like Marketing Cloud, as well as other Salesforce processes were not optimized and sat underutilized.
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compliance concerns.
Their existing computer telephony integration (CTI) platform didn’t meet legal call-recording disclosure requirements, inviting unnecessary risk.
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a missing roadmap.
Without clear KPIs or a structured plan, there was no clear path forward for future technology adoption.
our solution.
Instead of treating symptoms, we designed a strategy that centered on AI-driven automation, strategic integrations and technology stack optimization. The goal? To enable our client’s agents to focus on selling, and providing data-driven results to assure leadership that Salesforce was indeed driving ROI. To that end, we:
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Identified underused capabilities and automation opportunities to eliminate busywork.
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Established critical KPIs for improvement and designed targeted solutions to drive measurable enhancements.
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Outlined the future-state feature set, prioritizing both business impact and technical feasibility.
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Built a business case with total cost of ownership (TCO) analysis to give leadership clarity and confidence.
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Developed a structured roadmap that balanced immediate wins with long-term scalability.
execution: from diagnosis to delivery.
With the roadmap in place, our team’s comprehensive solution focused on two tracks for the client: rapid relief and lasting transformation.
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immediate wins: speed and compliance.
- Ensured compliance: We migrated the client from their outdated CTI platform to Amazon Connect, addressing the call-recording disclosure requirements ahead of a strict deadline.
- Returned valuable time: We implemented AI-powered voice and generative AI tools to automate call handling and streamline routine administrative tasks, giving agents back the time they needed to focus on revenue generation.
- Enabled scalability: Leveraging XForce (our flexible talent model) and Agent-in-a-Box (rapid AI automation) solutions, we ensured the implementation was both scalable and efficient.
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driving long-term efficiency.
- Improved lead management: We introduced Einstein Lead Scoring and Agentforce within Salesforce to enable intelligent lead management, ensuring agents could prioritize and engage with the most promising prospects.
- Maximized marketing ROI: We realigned their marketing platform, migrating from a non-core marketing cloud to Pardot. This improved ROI by focusing efforts on a platform that was fully integrated and aligned with core business processes.
- Fostered continuous improvement: We established quarterly XWorkshops to maintain ongoing alignment and evolve the roadmap based on performance metrics and a clear path for future innovation.
results: a complete transformation.
For leasing agents, this meant more conversations and conversions. For leadership, it meant they had the structure that positioned Salesforce to deliver on its promise for their business goals.
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