Background
Aligning Salesforce
to Business Growth
Background
A rapidly expanding digital financial services firm partnered with Bolt Today to update their Salesforce system, enhance customer experience, and improve marketing automation. As the company grew its physical and digital presence across different regions, managing customer interactions, operational workflows, and compliance obligations became more intricate.
The organization required a unified, data-driven, and automated operating model, supported by a modern Salesforce architecture and aligned departmental priorities. Several documents pointed to a dynamic business environment with over 200 roadmap items created and 145 completed within a year, but also exposed fragmentation across systems, governance structures, and customer engagement channels.
Bolt Today started with an in-person, multi-day workshop, then developed a clear 30-60-90 Day Execution Plan, followed by a structured 6-12-18 month transformation roadmap.
Challenge / Opportunity
Core Challenges Identified
- Omnichannel complexity: Salesforce Omnichannel and Amazon Connect were implemented but not fully integrated; expanding WhatsApp and web chat necessitated redesigning processes.
- Underutilization of Marketing Cloud: SFMC journeys were only partially set up, and multi-channel engagement required coordination across registration, account lock, and transaction workflows.
- Data and integration gaps: AWS Redshift, kiosks, compliance downloads, and CAS data were important but not consistently integrated.
- Governance fragmentation: Roadmaps and reporting were scattered across Smartsheet, Salesforce, and ad-hoc tools, which limited visibility and prioritization.
- Compliance exposure: Handling regulated data manually increased audit and SOC 2 risks.
Strategic Opportunity
This program offered a chance to align leadership, modernize architecture, unlock automation, enhance customer experience efficiency, and develop a unified, measurable roadmap connecting technology, customer experience, revenue, and compliance.
Bolt Today designed a structured, multi-phase approach to align leadership, remove execution friction, and turn Salesforce strategy into measurable outcomes.
Our Approach
Bolt Today implemented a multi-phase transformation framework focused on clarity, alignment, and measurable results.
A two-day in-person workshop with executives and delivery teams focused on:
- Defining priorities for 'right now'
- Reviewing SFMC, data synchronization, and omnichannel gaps
- Aligning stakeholders across business, marketing, CX, and technical teams.
- Developing a consolidated execution plan and RAID log
Based on discovery and the executive readout, six top priorities were defined:
- WebChat / WhatsApp Enablement
- Sales Effectiveness & Reporting
- CX Efficiency & Guided Workflows
- Real-Time Data Integration
- SFMC Cleanup & Journey Optimization
- Concurrent Initiatives: DevOps, Governance, Sandbox cleanup, License optimization
Structured across Stabilize → Enable → Scale, covering:
- AI & automation pilots
- Real-time architecture
- Compliance workflows (SOC 2, audit readiness)
- Data quality & dictionary
- Governance consolidation
What We Have
Built So Far
Executive Alignment & Facilitation Framework
A complete discovery structure across Growth, CX, Efficiency, Innovation, Compliance with forward-looking questions to shape 6/12/18-month priorities.
Top Priorities Identified
The team aligned on the six initiatives driving highest ROI in the next 90 days.
Initial Omnichannel, SFMC, and Workflow Discoveries
Workflows, dependencies, and integration gaps documented during workshops.
Org Assessment (Version 3.0) Delivered
A full assessment of automation stability, security posture, metadata complexity, data quality, and governance readiness.
In Progress
Right Now
(30/60/90
Execution)
- WebChat implementation underway
- WhatsApp integration targeted for 60–90 days
- Existing journeys audited
- Three new alert journeys configured (registration, account lock, transaction issue)
- Onboarding and reactivation journeys scheduled
- Standardized dashboards for Sales, CX, and Marketing
- KPI definitions created with owners
- Discovery completed
- Workflow architecture under refinement
- Sub-1-minute sync design
- Cart abandonment handshake architecture under review
- DevOps maturity improvements
- Governance framework setup
- Sandbox cleanup and license optimization
- AI documentation using Sweep
What's Ahead (6/12/18-Month Roadmap)
Based on the Org Assessment and the strategic workshop:
0–6 Months: STABILIZE
- Automation stability & process cleanup
- Security and business controls hardening
- Metadata & UI cleanup
- Governance foundations
6–12 Months: ENABLE
- RBAC security model
- SCV (Single Customer View) architecture foundations
- Data dictionary
- Operational efficiency improvements
- Engineering standards uplift
12–18 Months: SCALE
- Enterprise automation
- Salesforce Shield + compliance uplift
- AI use cases (NBA, lead scoring, self-service bots)
- DevOps and release maturity
- End-to-end observability framework
Expected
Business Impact
CoinFlip’s transformation is designed to create measurable impact at every stage.
User-Level Wins
- Faster issue resolution with guided workflows
- Unified omnichannel experience
- Less manual effort through automation
- Clearer routing, fewer system hops
Leadership-Level Wins
- Reliable KPIs through consolidated dashboards
- Faster time to revenue via improved sales effectiveness
- Multi-channel engagement lift through SFMC
- Improved compliance posture
ROI Measurement
Framework
(C-Suite–Ready)
This project includes a clear set of measurable metrics tied to executive outcomes:
- Reduction in average handle time (AHT) for CX
- Reduction in the number of manual operations steps per workflow
- % decrease in routing/assignment errors
- Reduction in “clicks per case/opportunity”
- Increase in conversion from MQL → SQL
- Increase in activation & reactivation rates
- % improvement in SFMC-driven campaign ROI
- Adoption of dashboards and KPIs
- Reduction in audit exposure points
- SOC 2–ready workflow coverage
- Decrease in manual legal-data handling
- Reduction in automation failures
- Reduction in metadata complexity
- Time-to-deploy & release cadence improvements
These KPIs form the C-suite scorecard for bi-weekly reviews.