Overview
The client, a leading technology provider for web-based trademark management, required a robust solution to optimize customer engagement and streamline their support infrastructure. Their operations were hindered by dispersed data and manual processes that made scaling difficult. Seeking to unify their systems and improve efficiency, they partnered with Namiru Solutions to implement a cohesive Salesforce ecosystem capable of supporting targeted marketing and responsive customer service.
Challenges
The company faced significant hurdles due to fragmented customer data scattered across various isolated systems, which blocked a unified view of client preferences. Marketing efforts were stifled by manual execution, making it difficult to run personalized, scalable campaigns effectively. On the service side, the lack of a centralized support platform led to inefficiencies, causing delays in resolution and hindering the team’s ability to provide timely, high-quality assistance.
Our Solution
We implemented a dual-cloud strategy featuring Salesforce Service Cloud (Enterprise Edition) and Marketing Cloud Account Engagement (Pardot). The project involved extensive customization, including automated case routing, self-service flows, and a comprehensive "Inbox" integration. To meet a critical deadline for the INTA 2023 conference, we fast-tracked the marketing implementation to go live in just four weeks. This included deploying landing pages for registrant capture and automated nurture journeys to guide prospects from initial interest to high-value leads. The full transformation, including training and knowledge transfer, was completed in nine weeks.
Impact
Marketing productivity increased significantly as manual data entry was replaced by automated lead capture and intelligent follow-up programs that drive trial initiations. The support team reduced manual effort through automation that handles common issues and routes cases to the correct agents instantly. Management gained clear visibility into performance with custom reports and dashboards that track agent efficiency and capacity. The rapid deployment allowed the client to immediately capitalize on conference leads while establishing a scalable foundation for future growth.
Conclusion
With the integration of Salesforce Marketing Cloud Account Engagement and Service Cloud, the client successfully replaced a fragmented environment with a streamlined, automated engine. The new system delivers enhanced customer experiences, highly efficient marketing campaigns, and optimized support operations—empowering the company to scale sustainably and strengthen client relationships.