Project Name
Rescued and Rebuilt the Entire Salesforce Platform for a CPA Firm
A US accounting and advisory firm providing bookkeeping, tax preparation, payroll, sales tax compliance, and entity management had invested in a Salesforce implementation that a previous partner had left in a severely broken state. Telephony had never been configured. Sixty hours had been spent on file storage with zero deliverable. Permissions were inconsistent and undocumented. The client portal was an empty shell. Recurring billing was described as putting cash flow at risk. No training materials existed. Applying its AI-First approach, Ksolves took full ownership across three structured phases, rescuing the broken foundations, building the bookkeeping automation the firm needed, and completing the billing overhaul and client portal – for a total engagement of $57,000 USD.
- Previous Partner Delivered Zero Progress on Critical Items: Telephony had never been started. Sixty hours were invested in file storage with no deliverable. Permissions were inconsistent, unpredictable, and undocumented. No training materials existed and the team had never been formally shown how to use their own platform.
- Zero Call Visibility - No Telephony Integration: Inbound and outbound calls were completely invisible to Salesforce. No call logging, no screen pop, no routing, no activity tracking, client communications happened entirely outside the CRM with no record, no management visibility, and no reporting capability.
- Recurring Billing Putting Cash Flow at Risk: The recurring billing infrastructure for monthly, quarterly, and annual cycles was complex, difficult to maintain, and provided no reliable visibility into billing status, outstanding invoices, or collections - creating real financial exposure for a firm where recurring revenue is the primary business model.
- Client Portal Was an Empty Non-Functional Shell: An Experience Cloud portal existed but contained nothing useful for clients, no document management, no billing visibility, no agreement signing, no account overview. The portal represented the firm's brand but could not be shown to any client.
- Bookkeeping Workflows Had No Quality Controls: Bookkeepers could skip project steps without completing prior requirements. Status required manual updates at every level. Agreement details did not flow into project records. No time tracking existed for the firm's primary billable activity.
- Agreement Templates Incomplete Across Service Lines: Titan Sign templates existed for only half the firm's services. Major service lines including Administration, SOS, and certain tax approval workflows had no templates - creating a gap between services sold and agreements formally executed.
Ksolves took full ownership of the Salesforce environment across three structured phases. Phase 1 Rescue stabilised and rebuilt the broken foundations. Phase 2 PMT and Bookkeeping delivered project management quality controls and workflow automation. Phase 3 Administration and Billing completed the recurring billing overhaul and client portal. A parallel Infrastructure Project delivered the on-premise Domain Controller and QuickBooks Enterprise environment. Each phase included 2-week Hypercare post-go-live support during EST business hours.
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Phase 1 - Rescue
- Service Cloud Voice + Amazon Connect: Implemented Service Cloud Voice integrated with Amazon Connect, inbound and outbound calling within Salesforce, screen pop on client connection, automatic call logging against Account and Contact records, call routing aligned with service workflows, and real-time dashboards replacing zero telephony visibility.
- Opportunity Workflow, Permissions, Files, and Communication: Redesigned the brittle opportunity creation Flow into a maintainable structured approach with approval workflows and post-close task automation. Rebuilt the security model with a standardised role hierarchy and permission-set architecture. Delivered the file storage integration that consumed 60 hours with the previous partner. Configured client-facing email templates and communication logging.
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Phase 2 - PMT and Bookkeeping
- Quality Gates and Automation: Sequential task enforcement prevents bookkeepers from advancing without completing prior steps. Automated Task-to-Phase-to-Project status rollup. Agreement-to-PMT auto-population flows service details, pricing, and scope from signed agreements into bookkeeping records. Time tracking timers per task, phase, and project. Bookkeeper efficiency scoring implemented as an automated dashboard metric.
- Titan Sign and W9 Automation: Templates configured for recurring bookkeeping approval documents, payroll pre-approval, sales tax figures approval, IRS Form 8655 authorisation - with dynamic data merge and automated notifications. W9 reminder button generating a templated email listing all outstanding W9 requests with automatic activity logging.
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Phase 3 - Administration and Billing
- Recurring Billing Overhaul: Redesigned billing architecture into a structured billing schedule model supporting monthly, quarterly, and annual cycles. Simplified automation integrated with Paytram, AcceptBlue, and MagicPay. Real-time billing status dashboards with visibility into outstanding invoices, failed payments, and collections.
- Client Portal and Agreements: Rebuilt the Experience Cloud portal into a functional branded client hub with document management, billing history, agreement signing via Titan Sign, entity overview, and support case submission. Titan Sign templates completed for all remaining service lines. Cal.com scheduling integrated with appointment records linked to Accounts and Contacts.
Technology Stack
| Category | Technology |
|---|---|
| Telephony | Service Cloud Voice + Amazon Connect |
| Platform | Salesforce Service Cloud + Experience Cloud |
| e-Sign | Titan Sign |
| Billing | Paytram + AcceptBlue + MagicPay |
| Architecture | PMT (Project Management Tool) |
| Platform | QuickBooks Enterprise + Domain Controller |
- Complete Telephony Visibility From Zero: Service Cloud Voice with Amazon Connect logs all calls automatically, delivers screen pop before the call is answered, and gives management real-time call activity dashboards - from zero visibility to fully integrated.
- File Storage Delivered After 60-Hour Failure: Reliable document storage integrated with Salesforce across key objects with controlled access and version tracking - delivered in Phase 1, replacing what the previous partner left unresolved after 60 hours.
- Cash Flow Protected - Billing Overhauled: Structured billing schedule model with real-time dashboards for outstanding invoices and failed payments, integrated with Paytram, AcceptBlue, and MagicPay - full billing lifecycle visibility restored.
- Client Portal From Empty Shell to Brand Asset: Fully rebuilt portal delivers document management, billing history, Titan Sign agreement signing, entity overview, and support case submission - the firm's primary client touchpoint, functional for the first time.
- Bookkeeper Automation and Quality Gates Live: Step skipping prevented. Task status drives automatic Phase and Project rollup. Agreement details auto-populate into PMT. Timers and efficiency scores run automatically - manual status management eliminated entirely.
“Our previous partner left us with a telephony system that had never been configured, a file storage problem that consumed 60 hours with nothing to show for it, and a team that had never been trained on their own platform. Ksolves took ownership of everything – not just what was broken, but everything we originally needed the platform to do.”
– Managing Partner / COO
A US CPA firm left with a broken Salesforce environment by a previous partner, zero telephony, 60 hours of wasted file storage effort, inconsistent permissions, an empty client portal, and a cash-flow-threatening billing system, was rescued, rebuilt, and completed through Ksolves Salesforce consulting services. Three structured phases over 22 weeks delivered Service Cloud Voice telephony, PMT quality gates and bookkeeper automation, a fully rebuilt recurring billing architecture, complete Titan Sign coverage across all service lines, and a functional branded client portal – plus an on-premise QuickBooks Enterprise infrastructure project. Total engagement: $57,000 USD.
Paid for a Salesforce Implementation and Got an Empty Portal and Zero Telephony?
