Global EdTech Provider Accelerates Sales and Service with Unified Salesforce Platform
3x
Increase in team productivity and collaboration.30%
Reduction in customer call handling time.4
Service KPIs enabled for tracking: CSAT, FCR, CAR, and call abandonment rate.The Challenge
Operational Fragmentation Across the Customer Lifecycle
Sales and service teams operated across disconnected systems, including separate tools for quoting, contracts, customer service, and enterprise data. This fragmentation led to slow quote-to-order cycles, manual workarounds, inconsistent data, and limited visibility across the customer lifecycle. The organization required a unified platform to streamline operations and scale efficiently.
Sutherland Solution
Sales and Service Transformation
Sutherland delivered a Sales and Service Transformation leveraging Salesforce and enterprise integrations:
- Unified Salesforce Sales & Service Platform
Consolidated sales and customer service operations onto Salesforce, creating a single system of engagement. - CPQ, CLM, and ERP Integration
Integrated Configure-Price-Quote (CPQ), Contract Lifecycle Management (CLM), and core ERP systems to enable seamless end-to-end workflows. - Automated Pricing, Contracts, and Case Management
Automated pricing approvals, contract generation, and service case workflows to reduce manual effort and errors. - Scalable Enterprise Architecture
Designed a scalable, integration-ready architecture to support future growth and evolving business needs.
The Outcome
Unified Salesforce Platform Delivered Faster Growth and Higher Productivity
The organization realized significant gains in speed, productivity, and customer experience. Quote-to-order cycles were reduced by 50%, sales and service productivity increased threefold, and data accuracy improved across pricing and contracts. The unified Salesforce platform now provides a scalable foundation supporting continued growth and improved customer satisfaction.
