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Client
SecureOne
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Service
Salesforce Implementation
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Industry
Cybersecurity & Technology
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Company Size
500+
The client
A growing cybersecurity and technology services provider was experiencing the commercial cost of a Salesforce ecosystem that had accumulated technical debt, integration inconsistencies, and workflow inefficiencies across its marketing, sales, and communications infrastructure. With fragmented lead management, unstable Pardot synchronisation, and disconnected communication tools creating data duplication and engagement inconsistency, the business was operating at a fraction of its CRM investment’s potential — losing lead conversion opportunities through preventable technical failures.
The problem
SecureOne’s commercial operation was being held back by the technical limitations of its Salesforce ecosystem — where data duplication from Pardot sync failures, manual vendor onboarding processes, and disconnected communication tools were creating gaps in lead visibility, compliance oversight, and customer engagement quality directly suppressing conversion rates and sales team productivity.
- Fragmented Lead Management and Data Duplication from Pardot Sync Issues — Unstable Pardot-to-Salesforce synchronisation was creating data duplication across the lead and contact database — degrading data quality, distorting pipeline reporting, and creating confusion in the sales team about which records were current and which were duplicates, compromising the CRM as a source of commercial truth.
- Manual Vendor Onboarding with Limited Compliance Visibility — Vendor onboarding and compliance approval processes were managed manually — without the workflow automation, approval tracking, and audit visibility the business’s governance requirements demanded. This created bottlenecks, compliance risk, and an administrative burden consuming bandwidth better deployed on commercial activity.
- Disconnected Communication Tools Causing Engagement Inconsistency — Sales representatives were using communication tools — including Zoom Phone — without integration into the Salesforce workflow, creating gaps in activity capture, inconsistent post-call follow-up, and the loss of call intelligence that could have informed coaching and deal management decisions.
OUR SOLUTION
Worxwide conducted process discovery, stakeholder workshops, and system audits to map the specific data gaps and workflow inefficiencies driving lead management failures and engagement inconsistency. Marketing Cloud, MuleSoft integrations, and CRM workflow optimisation were implemented to create a single source of truth across all commercial systems. Einstein Activity Capture and predictive lead scoring were optimised with Agentforce, and Zoom Phone was integrated for click-to-dial, call transcription, and automated post-call workflow triggers.
- Marketing Cloud and MuleSoft Integration for Single Source of Truth — Salesforce Marketing Cloud implementation with MuleSoft-powered integration across CRM, marketing automation, and operational systems eliminated the data duplication and sync failures that had been degrading lead management quality — creating a unified, trusted commercial data environment.
- Agentforce Predictive Lead Scoring and Einstein Activity Capture — Agentforce AI capabilities were activated for predictive lead scoring, with Einstein Activity Capture configured to automatically log email and calendar interactions — ensuring every commercial touchpoint was captured in the CRM without manual effort and lead prioritisation was driven by behavioural intelligence rather than intuition.
- Zoom Phone Integration with Click-to-Dial and Post-Call Automation — Zoom Phone integration within Salesforce enabled click-to-dial calling, automatic call transcription, and automated post-call workflow triggers — connecting phone-based sales activity to the CRM and ensuring that call intelligence was captured, transcribed, and acted upon systematically.
Our work in action
The Impact
25% Higher Lead Conversion Efficiency Through Unified Salesforce Ecosystem
The unified, AI-enabled Salesforce ecosystem — with clean data, predictive scoring, and automated activity capture — drove a 25% improvement in lead conversion efficiency, demonstrating the commercial impact of resolving the technical debt suppressing the performance of a significant CRM investment.
Zero Data Duplication Across the Commercial Technology Stack
MuleSoft-powered integration and stabilised Marketing Cloud synchronisation eliminated the data duplication compromising CRM integrity — restoring the single source of truth that accurate pipeline management, forecasting, and sales coaching required
Improved Sales Team Productivity and Call Intelligence
Zoom Phone integration and automated activity capture reduced the administrative burden on sales representatives while simultaneously improving the quality of commercial intelligence available to sales managers — creating a more productive, better-informed sales team operating from a cleaner, more reliable data foundation.
