Case Study: PF Concept unifies sales and service on one Salesforce platform with Cloud Integrate

PF Concept unifies sales and service on Salesforce with Cloud Integrate for 120 users

PF Concept, Europe's market leader in promotional products, faced a challenge with its sales and service data being completely disconnected between Salesforce and Zendesk. This split prevented a unified view of the customer, caused case routing failures due to duplicate records, and forced agents to switch systems for critical billing information. Cloud Integrate was engaged to address these issues.

Cloud Integrate migrated the service operation from Zendesk to Salesforce, unifying sales and service on a single platform. The solution included integrating the Billy billing system and adding Engaige for AI-assisted service. The new platform went live for 120 users on day one, providing agents with full commercial context to identify opportunities and automating routine enquiries to reduce case volume and improve response times.

PF Concept