Revolutionizing Partner Management with AI-Driven Salesforce Solutions
A leading global cybersecurity firm specializing in endpoint protection and threat intelligence required a robust and scalable CRM solution to manage relationships with their global network of partners.
Industry
Cybersecurity / Financial Services
Key Technologies
| Category | Tech used |
|---|---|
| CRM Platform | Salesforce Platform |
| Backend Logic | Apex |
| Fronted Interface | Lightning Web Components (LWC) |
| Data Querying | SOQL (Salesforce Object Query Language) |
| Integrations | API Integrations (RESTful APIs) |
| Programming Language | JavaScript |
Summary
A leading cybersecurity firm relied on Salesforce to manage its partner network, vendor relationships, and service tracking. We worked on customizing the Salesforce platform to better serve the organization’s extensive partner ecosystem. This included tailoring Experience Cloud for partner interactions, optimizing data management workflows, and developing solutions to overcome Salesforce’s built-in limitations. Notably, what was initially slated as a 9-month project was completed in just 6 months, achieving a 28% saving. The project significantly improved efficiency, enabling the company to better track, support, and bill its partners while maintaining high security and compliance standards.
Key Services
"The team truly went above and beyond in helping us implement Salesforce for our partner portal. They really took the time to understand our unique needs and made sure the solution was tailored perfectly to our business"
Client Overview
Industry: Cybersecurity / Financial Services
Company Size: Large enterprise (Over 5,000 employees)
Region: Global operations
The Challenge
Platform Limitations
Salesforce, while powerful, has certain restrictions that made implementing some business logic difficult.
Managing a Large Partner Network
The partner ecosystem includes thousands of vendors, making manual tracking and service management inefficient.
Integration with External Platforms
Many partners use their own service tracking systems, making it hard to consolidate data.
Ensuring Data Security and Compliance
Protecting sensitive information was a top priority.
Scalability and Future Growth
The system needed to handle increased data, more complex workflows, and integrations without sacrificing performance.
Handling High Volumes of Partner Data
Ensuring seamless data integration and visibility across different departments and systems was critical to the client’s operations.
The Solution
- Developed workarounds using Apex, LWC, and API integrations to customize the platform without breaking system constraints.
- Built a scalable Partner Portal using Experience Cloud, giving partners personalized dashboards to track their services, payments, and requests.
- Developed APIs to connect Salesforce with ServiceNow and other vendor platforms, ensuring seamless data exchange.
Business Impact and Results
The AWS Cloud Migration and AI integration resulted in improved operational efficiency, cost reduction, and enhanced customer service. Key impacts included:
Enhanced Partner Experience
The Salesforce-powered Partner Portal allowed external partners to easily track their service requests, manage accounts, and communicate with the client, streamlining interactions and improving engagement.
Improved Internal Efficiency
Automated processes such as case tracking, service billing, and payment management enhanced operational efficiency, reduced manual tasks, and increased responsiveness.
Scalability
The platform now scales efficiently to manage the large volume of partner relationships, with no performance degradation even with thousands of partners.
Overcoming Salesforce Limitations
Despite the platform's initial limitations, custom solutions ensured the system fully met the client's needs without compromising on performance.
