Customer-facing teams operate at their best when sales, service and marketing functions work from a connected foundation of data, processes and insights.
For a leading transport management software provider, however, its existing Salesforce ecosystem had become increasingly difficult to scale alongside the business. Disconnected workflows, manual interventions and limited adoption of advanced platform capabilities created inefficiencies across customer operations.
To support future growth and elevate customer experiences, the organization embarked on a transformation journey aimed at modernizing and optimizing its entire front-office ecosystem.
Growth Meets Complexity: Simplifying Fragmented Operations
For the client, scaling the business was no longer just about winning customers. It was about making the platform work as one. Post a merger, the client had a strong vision: to be the UK’s largest player in transport management. But the foundation was not ready.
Sales processes were fragmented. CPQ capabilities were limited. Core systems did not connect seamlessly. Teams manually stitched together port data, supply chain inputs and haulage quotes, slowing down response times and creating friction at every step.
The flagship product was also under strain. Scalability issues and siloed systems increased manual effort. Last mile tracking was not fully integrated, reducing visibility and making operations harder to manage.
For customers, this meant delays and inconsistent service.
For internal teams, it meant rework and inefficiency.
For the business, it meant rising costs and slower revenue realization.
Reimagining the Salesforce Ecosystem to Drive Operational Excellence
Persistent started by asking a simple question. Where is the real value being lost?
A deep assessment of the Salesforce ecosystem across sales, service and CPQ revealed unused components, redundant customizations and clear opportunities to simplify.
From there, the approach was practical and focused.
Unnecessary plugins were removed and the platform was streamlined to maximize out of the box Salesforce capabilities. This immediately reduced cost while making the system easier for sales teams to use.
At the same time, the legacy return load application was reimagined. Persistent designed a cloud native blueprint that could onboard haulage partners faster and enable real time quoting for open jobs.
But the real differentiation was in the consultative layer.
License usage was analyzed and rationalized. A clear business case was built to guide investment decisions. Instead of pushing for large scale replacement, Persistent defined a smarter path that balanced cost, scalability and growth.
This was not modernization for the sake of it. It was modernization with intent.
Delivering Measurable Improvements Across the Customer Lifecycle
The results delivered both immediate savings and long-term value.
- A 25% reduction in total cost of ownership unlocked budget for innovation and growth.
- An additional 10% cost savings came from license optimization and platform simplification.
- A clear modernization roadmap enabled the consolidation of three revenue generating products into a single, unified platform.
- Engineering quality saw a step change, with 3000 test cases created and 550 issues identified and resolved within 12 months, strengthening platform stability and release confidence.
- For customers, this meant faster responses and more consistent service delivery.
- For sales teams, it meant smoother workflows and quicker deal cycles.
- For the business, it meant scaling revenue without scaling cost.
Turning Customer Operations into a Competitive Advantage
Modernization is not about doing more. It is about doing what matters.
By reimagining the client’s Salesforce ecosystem, Persistent helped create a connected operating model that streamlined customer-facing processes, improved collaboration across teams and enabled more intelligent decision-making. The result was a scalable digital foundation capable of supporting stronger customer engagement, greater operational efficiency and long-term business growth.
If your platform is becoming more expensive to run and harder to scale, is it time to rethink not just the technology, but the modernization strategy itself.
Ready to unlock the full value of your Salesforce investment? Find out how Persistent helps organizations modernize customer operations, automate complex workflows and build connected ecosystems that improve customer experiences and accelerate business growth.
