Salesforce & CRM
Your CRM should describe how your business works — not how a template thinks it should.
We assess, implement and optimize Salesforce and CRM platforms around real customer and operational processes, using standard platform capability wherever it will do the job.
Problem
Most struggling CRM environments were configured, not designed.
Features were switched on to solve individual requests. Over time, adoption falls, automation fails silently, and leadership stops trusting the numbers.
Business impact
Slow onboarding, lost leads, duplicated admin work, and forecasting nobody believes.
Root cause
No documented process model, permissions built on profiles, unmanaged automation, poor data quality.
Our response
Assess first, design against process, then rebuild in prioritized increments with training and reporting.
Engagements
Four ways clients work with us on Salesforce
Salesforce Health Check
A structured assessment of configuration, security, automation, data quality, reporting and integrations, ending in a technical debt register and a prioritized remediation roadmap.
- Fixed-fee assessment
- No remediation included
- Leads directly to a scoped project
Salesforce Implementation
Discovery, requirements, solution architecture, objects and fields, security model, automation, reporting, data migration, training and deployment.
- Fixed price where requirements are mature
- Time & materials where they are evolving
- Hypercare after go-live
Salesforce Optimization
For organizations already live but inefficient: flow rationalization, data cleanup, Lightning page and layout redesign, validation rules, permissions, reporting and adoption work.
- Prioritized by business impact
- Delivered in short increments
- Measured against adoption and effort saved
Managed Salesforce Services
Recurring administration and improvement: users and permissions, reports and dashboards, flow maintenance, minor enhancements, data operations, release support and documentation.
- Monthly recurring
- Defined service boundaries
- Quarterly business review
Methodology
The same delivery lifecycle on every engagement
Structured where structure matters — discovery, architecture and approvals. Iterative where iteration helps — configuration, automation and reporting.
- Discovery
- Requirements
- Solution design
- Build
- Testing
- UAT
- Training
- Deployment
- Hypercare
- Closure
| Phase | Key deliverable | Approval |
|---|---|---|
| Discovery | Discovery notes, current-state process, stakeholder map | Sponsor confirms problem framing |
| Requirements | Functional and non-functional requirements, user stories, acceptance criteria | Requirements sign-off |
| Solution design | Architecture, data model, security model, automation and integration design | Design approval |
| Build | Configured solution with unit-level verification | Internal QA gate |
| Testing & UAT | Test scripts, defect log, UAT results | Customer UAT sign-off |
| Training & deployment | Training materials, deployment plan, release notes | Go-live approval |
| Hypercare & closure | Support log, documentation, lessons learned, support transition | Final acceptance |
Configuration standards
Standard platform capability first, custom development last.
We map requirements to standard objects before considering custom objects, and we build access through permission sets rather than profiles.
Standard objects we use first
Lead, Account, Contact, Opportunity, Opportunity Product, Product, Price Book, Quote, Contract, Case, Task, Event and Campaign.
Custom objects only where justified
Project, Project Milestone, Service Subscription, Vendor, Client Approval, Implementation Risk, Project Change Request and Payment — and only when the data genuinely belongs in CRM rather than in an accounting or project platform.
Security model
- Roles, organization-wide defaults and sharing rules designed from data sensitivity
- Permission sets and permission set groups instead of profile sprawl
- Queues and public groups for support and assignment routing
- Field-level security applied to commercially sensitive fields
- Least privilege as the default, with documented access reviews
- Separate, restricted access model for contractors
Regulated environments
Healthcare, financial services and similar engagements need privacy, security and regulatory input from qualified specialists. We design to the controls agreed with your advisers and do not claim compliance with any framework that has not been implemented and independently assessed.
Next step
Start with a Health Check and get an honest picture of your org.
You receive findings, a technical debt register and a prioritized roadmap you can act on with us or without us.