CASE STUDY • Leading Retail Brand

A Leading Retailer Revamps Legacy Salesforce for Greater Efficiency and Impact

Industry

Retail & Consumer

Our Contributions

CRM Modernization, Intelligent DevSecOps, Data Governance & Quality Management, Modernization & Migration

A Leading Retail Company Revamped Legacy Salesforce for Better Efficiency and Clear Impact

The Challenge

Our client operates in B2B wholesale space with account managers supporting wholesale clients and field managers ensuring brand representation. Their Salesforce org had become outdated and inefficient with fragmented vendor tools that were unsupported and not optimized. The system suffered performance issues, poor user adoption, and growing executive concern over business value. Users found it misaligned with operational needs. The client couldn't measure client interaction effectiveness or map user activity to business KPIs, making ROI assessment and engagement impact analysis difficult.

How We Did It

Encora conducted a complete Salesforce assessment to evaluate the client's legacy system and create a strategic plan.

Comprehensive Assessment and Strategy

We conducted in-depth consultations with stakeholders, from the CTO to front-line users. Our certified senior consultants identified system gaps, pain points, and business needs to create a clear roadmap for improvements.

Technical and Functional Evaluation

We evaluated how effectively Salesforce supported B2B wholesale relationship management and audited code quality, adherence to best practices, and unsupported components. We also assessed system security while evaluating internal team competencies.

The Result: Better Performance, Security, and Clear Direction

Working with the retailer, Encora improved their reporting and measurement tools. The company now gets valuable insights from their data for better decisions.

20+

Security Risks Identified and Rectified

60%+

Increase in Test Code Coverage

90%+

Licensed Users Identified for Feature Adoption Opportunities

Found 200+ inefficiencies in existing coding, dashboards, and reporting that were later fixed
Delivered prioritized roadmap with actionable recommendations for CI/CD practices and technical debt removal
Enabled the client to measure how client interactions map to business KPIs, addressing critical organizational blind spot
Achieved tangible improvements in system performance and better user experience

These improvements streamlined development efforts, enabled the client to pivot away from wasteful paths preserving time and budget, and laid the foundation for better ROI understanding and future Salesforce investment justification.

The Bottom Line

The thorough analysis and actionable recommendations gave the client’s leadership the clarity and direction needed to move forward confidently. Based on the assessment's success, the client selected Encora as their ongoing managed services partner for continuous technical debt remediation and consultative support to scale and optimize the platform.