Salesforce transformation for Danish software company

The client operated on a fragmented landscape across sales, service and contract management, relying on separate tools for each function. This created inefficiencies, limited visibility, and inconsistent processes.

• Service team lacked unified customer data and customers had no effective self-service options.
• The sales team faced delays due to manual pricing and decentralized quote template.
• The legal workflows remained highly complex with manual contract reviews and license dependencies.

Nagarro implemented a holistic Salesforce-based solution to bring sales, services, and legal processes onto a single platform.

• Service Cloud streamlined case workflows, including case creation and routing. A service console created a 360-degree customer view.

• The Live Agent functionality automated customer interactions and Salesforce Surveys captured customer feedback, and configured knowledge base to enable faster case resolution.

• Revenue Cloud streamlined product and subscription management, automated pricing and approvals, standardized quoting, and centralized contracts.

• Experience Cloud enabled customer self-service and DocuSign CLM automated contract review and approval workflows.

Together, these solutions reduced process complexity and created a scalable operating model.

The transformation enhanced efficiency across service, sales, and legal functions while reducing operational overhead and eliminating redundant licensing costs.

• Service teams resolved issues faster, while customers benefited from enhanced self-service through chat support, 24/7 access, and gained real-time case visibility.

• Sales teams accelerated quote turnaround with greater pricing consistency.

• The legal teams benefited from a more seamless contract lifecycle and improved compliance.

Overall, the transformation reduced manual efforts through automated workflows and synchronized attributes.