Project Name
Maintenance, Enhancement, and Evolution of Salesforce CRM for a UAE Smart City Free Zone
Our client is a pioneering smart city and free zone authority in Abu Dhabi, UAE, a member of one of the region’s most prominent sovereign wealth fund groups. The free zone offers a fully integrated business environment, providing tenants with government services, company formation, leasing, business development, and compliance management through a physical One Stop Shop supported entirely by Salesforce CRM.
The organisation has operated Salesforce since 2017 and recently upgraded to the Lightning platform, managing a sophisticated ecosystem of integrations with Oracle ERP via Informatica, UAE Government DED systems, online payment gateways, DocuSign e-signature workflows, MoE Blacklist screening, and Nintex-generated document templates across 150-plus business process workflows.
The organisation issued an RFP for a Salesforce CRM Certified Partner to provide full Annual Maintenance Contract support, integration management, and a structured delivery pipeline for 12-plus new implementations and enhancements planned within the next 12 months.
Eight years of Salesforce configuration complexity, six active government and enterprise integrations, 150-plus Nintex templates, and a 12-month innovation pipeline, all requiring a single partner capable of maintaining what runs today while building what comes next.
- Production-Critical CRM Requiring Expert Ongoing Maintenance: A mature Salesforce CRM supporting free zone licensing, tenant onboarding, compliance, and government services had evolved over eight years, requiring expert maintenance, security management, and seamless release support.
- Complex Multi-System Integration Ecosystem Requiring Specialist Governance: The platform connected Oracle ERP, UAE government systems, payment gateways, DocuSign, MoE Blacklist, and other managed packages, demanding proactive monitoring and rapid resolution of integration issues.
- 150+ Nintex Templates Requiring Continuous Management: More than 150 Nintex workflows supported company formation, leasing, and government services, requiring ongoing maintenance, regulatory updates, and managed package expertise.
- 12-Month Innovation Pipeline Requiring Structured Delivery: A roadmap including AI chatbots, OCR, bank integration, meeting room booking, instalment payments, tenant rewards, and MoE Blacklist integration required a partner capable of delivering innovation while maintaining business-critical operations.
- Government-Grade Security and Compliance Requirements: Managing sensitive registration, financial, and compliance data required ISO 27001-aligned practices, MFA, encrypted data handling, auditability, 24x7 support, and SOC 2 Type II compliance.
- Hybrid Onsite and Offshore Delivery Model Required: The engagement required on-site support in Abu Dhabi for stakeholder engagement and workshops, combined with offshore delivery efficiency and guaranteed UAE time zone coverage.
Ksolves, an AI-first Salesforce consulting services company, proposed a hybrid on-site and offshore model combining Salesforce AMC support, integration management, and Agile delivery of a 12-month innovation roadmap, backed by 24x7 support and dedicated account governance.
- 24x7 AMC Support With Tiered Escalation: Implemented a Tier 1–3 support model providing 24x7 coverage for critical incidents, UAE business-hours support for routine operations, dedicated account management, SLA reporting, and structured incident response aligned with ISMS requirements.
- Salesforce Health Check and Release Management: Established quarterly Salesforce health assessments covering performance, security, technical debt, and governor limits, alongside a Release Readiness framework ensuring smooth adoption of all Salesforce platform updates with zero business disruption.
- Integration Governance and Maintenance: Took ownership of all platform integrations, including Oracle ERP, DED systems, payment gateways, DocuSign, MoE Blacklist, Nintex, and other managed packages, with proactive monitoring, SLA-driven support, and documented runbooks.
- 12-Month Innovation Pipeline Delivery: Structured the innovation roadmap through Agile, SOW-based delivery covering AI chatbot, OCR document processing, bank integration, instalment payments, meeting room booking, tenant rewards, QR-enabled documents, and MoE Blacklist integration, supported by UAT and go-live governance.
- AI and Automation Enhancement Programme: Proposed Einstein AI chatbot capabilities for digital tenant services, OCR-powered document processing and ID verification, and Tableau CRM analytics to improve automation, reporting, and user experience.
- Government-Grade Security and Compliance Framework: Delivered security controls including MFA, role-based access, encryption, audit logging, DLP, disaster recovery planning, and regular security reviews aligned with ISO 27001, SOC 2 Type II, and government compliance requirements.
Technology Stack
| Category | Technology |
|---|---|
| Platform | Salesforce Sales + Service Cloud |
| Platform | Salesforce Experience Cloud + LWC |
| Integration | Oracle + Informatica Cloud |
| Integration | DED + Payment Gateway + DocuSign |
| AI/ML | Einstein AI Chatbot (Pipeline) |
| Security | MFA + ISO 27001 + Audit Trails |
All outcomes are targets pending contract award and delivery, proposed against a confirmed organisational baseline established through the RFP discovery process.
- Production-Critical CRM Maintained Without Service Disruption: 24x7 support, quarterly health checks, release management, and proactive monitoring ensure uninterrupted tenant services and stable platform operations.
- Oracle ERP and Government Integrations Continuously Governed: Proactive monitoring, documented runbooks, SLA-driven support, and regular health reviews keep Oracle, DED, payment gateway, DocuSign, and MoE Blacklist integrations reliable and compliant.
- 12-Month Innovation Pipeline Structured for Delivery: Agile delivery framework sequences AI chatbot, OCR, bank integration, rewards programme, and other enhancements through workshops, sprint execution, UAT, and go-live governance.
- Einstein AI Chatbot Improves Tenant Self-Service: AI-powered digital engagement automates common tenant enquiries, service status checks, document verification, and request routing, reducing dependency on support teams.
- Government-Grade Security Posture Formalised: ISO 27001-aligned controls including MFA, least-privilege access, encryption, audit logging, DLP, and SOC 2-aligned reporting strengthen compliance and security governance.
A smart city free zone cannot rely on a maintenance partner that only supports existing systems. It needs a partner capable of managing a complex Salesforce ecosystem while delivering continuous innovation. Ksolves proposed a model that combines platform stability, integration governance, and structured delivery of strategic initiatives such as AI chatbots, OCR, bank integrations, and tenant engagement programmes. Supported by a robust AMC framework and ISO 27001-aligned security controls, the platform is positioned to scale securely and support the next phase of smart city digital transformation.
If Your Salesforce Platform Runs a Government Free Zone, Your AMC Partner Needs to Match that Standard!
