Case studies

Solving complex Salesforce challenges.

Customer Service & Secure Payment Integration

Challenge: Customer-service agents needed to initiate secure customer payment journeys while working within Salesforce.

Solution: Designed an integration architecture connecting Salesforce Service Cloud with contact-centre and PCI-compliant payment services while maintaining clear security boundaries around sensitive payment processing.

Service Cloud · API Integration · Authentication · Secure Payments · Contact Centre

Intelligent Customer Service Automation

Challenge: Customer enquiries required intelligent classification and access to information held across Salesforce and external order-management systems.

Solution: Designed an integration-driven service workflow connecting Salesforce with intelligent customer-service technology and external commerce systems.

Service Cloud · AI-assisted Service · REST APIs · Case Automation · External Systems

Multi-Brand Email-to-Case Automation

Challenge: Standard Email-to-Case behaviour was insufficient for a customer-service environment supporting multiple brands and customer identities.

Solution: Designed custom incoming-email processing to determine brand context, identify customers and associate Salesforce records while protecting manually maintained relationships.

Email-to-Case · Apex · Customer Identification · Automation · Multi-Brand Architecture

Enterprise Salesforce DevOps

Challenge: A Salesforce development programme required repeatable quality controls and safer deployments across multiple environments.

Solution: Implemented CI/CD incorporating source control, automated Salesforce testing, Lightning component testing, static-code analysis and controlled package validation.

Salesforce CLI · Jenkins · Docker · Jest · PMD · CI/CD · Packaging

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