CRM Implementation & Customization for Global Operations
Client Overview
The organization is a large-scale, globally operating enterprise in the digital marketing and software engineering intelligence domain. Its worldwide presence and multi-entity structure required a highly scalable and adaptable CRM solution capable of managing complex customer relationships, sales processes, and operational workflows across multiple regions and subsidiaries.
Technical Stack
Industry
Services
Region
Global
Project-size
Non-Disclosable
Company size
Mid scale company
Implementation Highlights
Implemented and customized Conga CRM across multiple business units.
Streamlined sales, contract, and document management workflows.
Replaced manual processes with a unified, standardized CRM platform.
Centralized critical data to improve visibility and operational efficiency.
Challenges & Solutions
Legacy automation conflicts and inefficiencies
Solution: All existing automations were reviewed and rationalized. Redundant logic was removed, and legacy Workflow Rules and Process Builders were migrated to Salesforce Flows, resulting in a unified, maintainable, and scalable automation framework.
High-volume lead processing limitations
Solution: An Apex Batch Class was implemented to enable bulk lead conversion, ensuring scalable processing, improved performance, and compliance with governor limits.
Limited reporting and operational visibility
Solution: Custom reports and interactive dashboards were developed to provide clear, real-time visibility into key metrics, enabling faster decision-making and performance tracking.
Complex Conga configuration across multiple orgs
Solution: Managing and deploying complex Conga configurations such as CPQ rules, templates, and workflows across multiple Salesforce orgs was difficult and error-prone.
Varied customization requirements across subsidiaries
Solution: An Adaptable Core + Custom Layer approach was adopted. Native Conga configurations were used wherever possible, while custom Apex or LWC was limited to truly unique requirements, reducing complexity and simplifying future upgrades.
User adoption of the new automated system
Solution: Role-specific training modules were created for each business unit. A champions network and post–go-live on-site support were implemented to accelerate adoption, resolve issues quickly, and improve user confidence.
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8+
Years of Business
Experience
100+
Happy
Customers
15+
Countries with
Happy Customers
100+
Agile enabled
employees
Results & Impact
- Reduced time from quote creation to contract signature by an estimated 40% through automated document generation and streamlined CLM workflows.
- Provided sales leadership with real-time, unified dashboards and reports on pipeline, quote volume, and contract status across all global organizations.
- Centralized contract management and template standardization drastically reduced manual errors and ensured all customer-facing documents adhere to legal and brand guidelines.
- Established a single source of truth for customer and sales data, promoting consistent commercial operations across the entire Jellyfish group.
Key Learnings & Achievement
- Early collaboration with Sales, Legal, and Finance teams is essential to accurately translate complex Quote-to-Cash processes into CPQ and CLM configurations. A modular, phased rollout across multiple Salesforce orgs provides a future-ready foundation that reduces complexity, improves deployment stability, and supports scalable global operations.
- A standardized yet flexible multi-Org CPQ and CLM framework was successfully implemented, establishing a global commercial operations backbone. This reusable model now serves as the organizational standard for acquisitions and regional expansion, enabling rapid onboarding of new entities onto a proven, scalable CRM platform and strengthening confidence among stakeholders and prospective clients.
