How Our Client Achieved 40% Reduction in Manual Work Through Salesforce Customization

A US based professional services company struggled with manual work, limited visibility, and low trust in its systems. They wanted to adopt Salesforce CRM implementation, but were concerned that excessive Salesforce customization would introduce complexity rather than solve real problems.

Through targeted Salesforce customization, CRM automation, and integrations, CloudCache Consulting reshaped the CRM to align with real business workflows. The result was cleaner data, faster processes, improved collaboration between teams, and stronger leadership insight. A practical, people first approach turned Salesforce into a system the business could rely on every day.

Salesforce Customization for a US Client

About The Company

The client is a US based, mid sized professional services company supporting enterprise customers across multiple regions.

Customer Challenges

As system usage increased, the legacy setup became harder to trust. Teams relied heavily on spreadsheets for data management, leading to delays, data gaps, and frustration. Leadership needed accurate reporting and visibility, while frontline users needed a simple, usable CRM.

Disconnected Sales and Delivery Processes

The Sales and delivery teams worked in silos, each managing information differently.

• Opportunity data lost relevance once deals were closed
• Delivery teams lacked visibility into commitments made during sales cycles
• Manual handoffs resulted in missed details and rework

This disconnect weakened salesforce sales process management and delivery execution.

Limited Automation and High Manual Effort

Many routine activities depended on manual intervention.

• Sales reps spent excessive time updating fields and statuses
• Follow ups and internal approvals were delayed
• Inconsistent data entry reduced CRM reporting accuracy

The absence of Salesforce workflow automation increased effort and reduced trust in data.

Poor Visibility for Management

Decision-makers struggled to get a better report and data on performance.

• Reports required manual consolidation across Salesforce objects
• Forecasting accuracy suffered due to outdated information
• Leaders lacked real time visibility into pipeline health

This limited CRM analytics and reporting for decision making.

Low User Adoption

Salesforce felt more like a reporting obligation than a daily support system.

• Interfaces were cluttered and not role specific
• Users avoided Salesforce for daily operations
• Training alone did not resolve usability challenges

Low adoption reduced the overall ROI of Salesforce CRM solutions.

Solution

CloudCache Consulting began by listening to operational teams. Instead of redesigning Salesforce upfront, the focus was on understanding how sales, delivery, and leadership actually interacted with the system. Customization was applied to reduce effort without adding complexity.

Sales Process Customization

This solution aligned Salesforce with how deals actually moved through the pipeline.

• Opportunity stages and custom fields redesigned based on how deals progressed
• Validation rules enforced clean and complete data
• Guided screen flows supported reps during key deal stages

This strengthened Salesforce sales pipeline management.

Automation of Routine Tasks

Automation was applied where repetition caused fatigue.

• Salesforce Flows automatically created follow up tasks
• Pricing and contract approvals were automated
• Time based triggers ensured no opportunity was overlooked

This reduced manual effort through CRM automation.

Integration Between Sales and Delivery

This addressed the gap between deal closure and project execution.

• Custom objects captured delivery requirements during the deal stage
• Closed won opportunities automatically generated delivery records
• API based integrations connected Salesforce with internal project management tools

This improved salesforce integration for professional services.

Role Based Reporting and Dashboards

Reporting was rebuilt with trust and usability as priorities.

• Dashboards designed separately for sales reps, managers, and leadership
• Real time pipeline and performance metrics built on trusted data
• Scheduled report delivery reduced manual reporting effort

This enhanced Salesforce dashboard and reporting capabilities.

Results

Salesforce shifted from a reporting tool to an operational backbone. Teams relied on it daily, and leadership gained confidence in the data driving decisions.

• 40% reduction in manual data entry through automation and validation
• Improved sales to delivery handoff with zero dependency on spreadsheets
• Higher CRM adoption due to simplified, role based interfaces
• More accurate forecasting supported by real time pipeline visibility
• Faster internal approvals, reducing deal cycle time

Technology and Tools Used:

Salesforce

Final Words

This project succeeded because it was treated as a business problem, not just a technical implementation. By aligning Salesforce with real workflows rather than ideal ones, the system earned trust across teams and supported long term digital transformation.

CloudCache Consulting provides Salesforce consulting services to a global clientele. With a strong Salesforce professional resources library and deep domain expertise, we deliver custom CRM solutions at competitive pricing. You can also find  our customer testimonials on Upwork. contact us today to know more about our salesforce solutions.