Project Name
Stabilised a Salesforce Ecosystem After Transitioning and Accelerating Marketing Cloud Journey ROI
Our client is a US-based technology and distribution company operating a multi-cloud Salesforce ecosystem spanning Sales Cloud for pipeline management, Marketing Cloud Engagement for customer journey automation, Salesforce Maps for territory and route management, and Case Management for customer service operations.
Following a transition from its previous Salesforce implementation partner, the company needed a reliable long-term partner to ensure uninterrupted platform operation, deliver ongoing enhancements and optimisations, and actively improve Marketing Cloud campaign performance and journey ROI.
The company issued a managed services engagement request seeking EST-aligned support, a structured SLA framework, and blended functional plus technical capability without the cost and risk of hiring additional in-house Salesforce staff. Ksolves proposed a 6-month Salesforce Managed Support Package providing 120 hours of structured support at $3,600 USD, with senior architect escalation available for complex issues.
A partner transition that left the internal team responsible for a platform they did not build, journeys that were not being managed, and a backlog that was growing faster than it could be cleared.
- Partner Transition Creating Knowledge Gaps: The departure of the previous Salesforce partner left the organisation without key configuration knowledge, documentation, or development continuity, increasing operational risk and slowing future enhancements.
- Marketing Cloud Journeys Underperforming Without Active Management: Marketing Cloud journeys, segmentation, and campaign automation required ongoing optimisation, leaving engagement and ROI below potential without dedicated oversight.
- No Structured Support Model for EST Business Hours: Lack of guaranteed EST-aligned support delayed issue resolution across Sales Cloud, Case Management, and Marketing Cloud operations during core business hours.
- Salesforce Maps Requiring Ongoing Territory Management: Territory assignments, route optimisation, and sales coverage needed continuous updates to prevent routing inefficiencies and coverage gaps as the business evolved.
- Growing Enhancement Backlog Without Delivery Capacity: Automation improvements, feature requests, reporting enhancements, and configuration updates accumulated without a dedicated partner to execute them.
- No Proactive Health Monitoring or Roadmap Planning: The platform was managed reactively, with no structured health reviews, strategic roadmap alignment, or evaluation of emerging Salesforce capabilities.
Ksolves, an AI-first Salesforce consulting services company, proposed a 6-month Salesforce Managed Support Package combining EST-aligned support, continuous enhancements, and strategic guidance. The engagement is backed by SLA-driven support, regular reporting, and quarterly platform health reviews.
- EST-Aligned Support Coverage: Provided Monday-Friday EST business-hours support, enabling real-time response to Sales Cloud, Marketing Cloud, Case Management, and Salesforce Maps issues when they directly impact operations.
- Functional and Technical Support Across the Platform: Delivered end-to-end support covering user issues, reports and dashboards, Flows, validation rules, Apex, Lightning components, integrations, sandbox management, and deployments through a single support team.
- Marketing Cloud Journey Optimisation: Dedicated enhancement efforts focused on journey design, audience segmentation, personalisation, and campaign performance, helping maximise the value of the Marketing Cloud investment.
- Salesforce Maps Territory and Route Optimisation: Maintained territory structures, route assignments, and field sales configurations to ensure accurate coverage and efficient distribution operations.
- Structured SLA Framework and Visibility: Implemented a tiered escalation model with weekly effort reports, monthly utilisation reviews, quarterly health checks, and access to senior architects for complex issues.
- Continuous Enhancement Delivery: Addressed the enhancement backlog through sprint-based delivery, including automation improvements, UI refinements, reporting updates, and new feature development alongside ongoing support.
Technology Stack
| Category | Technology |
|---|---|
| Platform | Salesforce Sales Cloud |
| Marketing | Marketing Cloud Engagement |
| Platform | Salesforce Maps |
| Architecture | Case Management (Service Cloud) |
| Governance | L1/L2/L3 SLA Framework |
| Integration | Deployment via Change Sets + Sandbox |
All outcomes are targets pending delivery, proposed against a confirmed organisational baseline established through the managed services engagement scoping process.
- Platform Continuity Restored After Partner Transition: Ksolves assumes platform ownership, documents key configurations, resumes stalled initiatives, and establishes the governance framework needed for stable operations.
- Marketing Cloud ROI Actively Improved: Dedicated optimisation efforts enhance journey design, segmentation, and personalisation, with regular performance tracking to increase engagement and marketing effectiveness.
- EST Business Hours Support Eliminating Delays: EST-aligned support enables same-day resolution of Sales Cloud, Marketing Cloud, and Case Management issues during core business hours.
- Enhancement Backlog Reduced Through Structured Delivery: Sprint-based execution systematically addresses feature requests, automation improvements, reporting updates, and platform enhancements with clear progress visibility.
- Proactive Platform Governance Replacing Reactive Support: Quarterly health reviews identify risks, optimisation opportunities, and roadmap priorities, helping the business stay ahead of platform and operational challenges.
A partner transition can quickly create operational risk when platform knowledge, enhancement delivery, and ongoing optimisation are left unmanaged. The company needed a partner that could take immediate ownership of its Salesforce ecosystem, maintain business continuity, and unlock greater value from its Marketing Cloud investment. Ksolves addressed this through an EST-aligned managed services model combining responsive support, structured enhancement delivery, and proactive platform governance. The result is a more stable Salesforce environment, improved marketing performance, and a long-term foundation for future growth and innovation
Is Your Marketing Cloud Investment Delivering ROI or Just Running Journeys Nobody is Optimising?
