Digital Transformation using Salesforce

Transforming a customer’s business operations from lead to invoice using Salesforce.

Serviced Office Provider

The Challenge

A leading serviced office provider based in London. The client provides private offices, virtual offices, meeting rooms and coworking memberships, and has been operating for 20 years.

The Client merged with another serviced office provider and the two companies needed to integrate quickly, ensuring consistency across business processes and technology.

The newly merged organisation also had ambitious growth targets, meaning that they needed a digital platform that would support them to scale.

The market also faced disruption from new companies, changing the way consumers engage and utilise serviced offices.

The Solution

End to end operations process built on a platform for growth, Salesforce. Pardot for lead management. Sales Cloud and CPQ for sales, with the ability to configure exactly what the customer needs. Financial processing on the platform with FinancialForce. Office space bookings using an on platform booking app, and integration with a payments app to take payments within Salesforce.

A community to allow customers to make their own bookings, and a broker/agent community for the 3rd party network to input bookings directly into Salesforce.

Bespoke whitespace reporting to identify gaps in office spaces that could be filled with new business.

The People

A shared focus on customer satisfaction helped us align to customer objectives and work closer together.

The need to deliver a large transformation in a short timeframe meant that we chose to deliver in an iterative waterfall approach; a clear design of the end to end solution was produced before moving into iterations of build and release to start realising value from the platform.

The Result

A successful implementation, bringing both merged business together, and resulting in “98% of our operations run on Salesforce”.

Return on investment realised through sales efficiency and increased visibility.

The customer now has a platform for growth, where they can continue to improve their operations, including facility management efficiency improvements and giving more control to the customer through intelligent booking recommendations.

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