Talk to us
E-commerce

Salesforce Center of Excellence (CoE) for Leading Data Security Company

Back to work
About the client

The client is a global leader in data security, rapidly scaling with an expanding customer base and a diverse suite of products. They utilize Salesforce across various functions, including Sales, CPQ, and Service Cloud, but needed a more streamlined and centralized framework to manage their operations efficiently.

Business problem

Despite leveraging Salesforce for key business functions, the client faced several challenges due to the absence of a centralized governance model:

  • Fragmented Salesforce orgs and inconsistent processes across teams.

  • Redundant efforts and slow, uncoordinated release cycles.

  • High costs are driven by low solution reuse.

  • Disconnected reporting and limited visibility make it challenging to track performance effectively. The client needed a unified, scalable approach to optimize Salesforce operations and improve overall business impact.

Solution delivered

We established a global Salesforce Center of Excellence (CoE) as the strategic hub for platform governance and acceleration, implementing the following key elements:

  • Centralized Governance: Aligning IT and business to drive consistent practices and processes.

  • Reusable Components: Development of 50+ reusable components to minimize duplication and improve efficiency.

  • Agile DevOps Framework: Adoption of CI/CD and automated testing for faster and more reliable deployments.

  • CoE Playbook & Enablement: Creation of a comprehensive playbook and enablement programs for ongoing platform management and skill development.

  • Innovation Hub: Establishment of an innovation hub to pilot new Salesforce platform capabilities like Einstein GPT for advanced AI-driven features.

Results

The Salesforce CoE significantly transformed the client’s operations, yielding the following measurable outcomes:

  • 40% Reduction in Redundant Builds

  • 3x Faster Feature Deployment

  • Unified Global UX & Higher Net Promoter Score (NPS)

  • Improved Governance, Auditability, and Risk Controls The CoE evolved into a strategic enabler, driving growth and aligning Salesforce capabilities with the client's business roadmap.

Technologies