Stabilizing and scaling 
Salesforce for north america’s 
Leading LTL carrier

The Client is North America’s leading Less-Than-Truckload (LTL) freight carrier, which gained customer trust for their commitment to offering services with accuracy, speed, and coordination. Their sales and service teams handle large volumes of customer interactions every day; hence, the Client leveraged Salesforce to build a reliable CRM foundation and improve customer experiences.

The Challenge: Struggles with Platform Usage

Despite the Client’s best intentions in implementing Salesforce, once the system went live their teams began facing new challenges due to limited internal personnel and a lack of ongoing support and training from the original implementation partner.

As usage increased, the Sales and Service teams encountered functional gaps that slowed their efforts, as necessary capabilities had not been fully implemented. That’s when the Client realized the need for immediate support and approached Datamatics to enhance their existing Salesforce platform without disrupting business continuity, while ensuring sustainability and resilience.

The Solution: Targeted Salesforce Support

As a first step, Datamatics evaluated their teams’ day-to-day requirements and, evaluated the existing environment before making targeted improvements. Datamatics then focused on stabilizing Sales Cloud and Service Cloud, closing functional gaps, and aligning Salesforce to fill business needs.

In parallel, the team also emphasized user enablement via role-specific guidance and ongoing support.

• support and enhancements for Sales Cloud and Service Cloud
• Rapid knowledge transfer of existing Salesforce configuration
• Configuration-based enhancements aligned to business processes 
  
  Seamless Salesforce integration with 
• IBM i (AS/400) for Legacy Data unification
• SQL Server for Structured Data
• Azure Data Factory for Data Integration
• Confluent for Real-Time Streaming
• Power BI for Business Analytics
• Okta (SSO) for Identity Management
• Obsidian for Knowledge Management