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Home Case Studies Global CRM Implementation with Conga

Salesforce · Conga CRM · CPQ · CLM · Case study

Global CRM Implementation and Customisation with Conga on Salesforce

A global enterprise with many business units was working across scattered tools. This case study shows how Conga CRM was implemented and customised on Salesforce to give the organisation one standard platform and a backbone for global commercial operations.

  • Salesforce
  • Conga CRM
  • CPQ
  • CLM
  • Multi-org
  • Global implementation
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Technology consultants discussing a business solution around a laptop in a modern office
Industry
Digital marketing and software engineering
Location
London, Greater London
Timeline
4 months
Platforms
Salesforce + Conga CRM
Company size
5,000 employees

Results and business outcomes

Measurable Results

  • 100%Legacy automation moved to FlowsEvery Workflow Rule and Process Builder was replaced by one scalable Flows framework.
  • Streamlined sales and contract workflowsSales operations, CLM and document workflows were standardised and automated in all units.
  • Operational visibilityCustom dashboards show key metrics in real time across regions and subsidiaries.
  • Global platform scalabilityA standard multi-org CPQ and CLM framework now underpins global commercial operations.

Client and industry context

About the Client

The client is a large, global enterprise working in digital marketing and software engineering intelligence. Its worldwide presence and multi-entity structure called for a highly scalable, adaptable CRM that could handle complex customer relationships, sales processes and operations across regions and subsidiaries.

Over time, each business unit had built up its own tools, manual processes and data standards, with no shared view of sales operations, contracts or document workflows. This fragmentation held back growth, created inefficiency and made the business hard to manage globally.

The engagement implemented and customised Conga CRM across every business unit, consolidating operations onto one standard platform and establishing a Salesforce-based backbone for global commercial operations.

Overview

Project Overview

Conga CRM was implemented and customised across several organisational units of this global enterprise. The work involved detailed configuration and tailoring to fit specific business requirements, with the emphasis on sales operations, contract lifecycle management (CLM) and document workflows. A single, company-wide CRM replaced scattered tools and manual processes, standardising operations and centralising key business data across every region and subsidiary.

Requirements

What the Client Needed

  • Conga CRM implemented and customised across business units worldwide
  • Scattered tools and manual processes replaced by one CRM platform
  • Streamlined sales operations, contract lifecycle management and document workflows
  • A standard CRM configuration for every subsidiary and regional entity
  • Legacy Workflow Rules and Process Builders migrated to Salesforce Flows
  • An Apex Batch Class for high-volume bulk lead conversion
  • Custom reports and dashboards for real-time operational visibility
  • Complex Conga CPQ and CLM configurations managed and deployed across multiple Salesforce orgs
  • Adoption driven through role-specific training and a champions network

Technologies used

Technology Stack

  • Conga CRM
  • Salesforce CPQ
  • Conga CLM
  • Salesforce Flows
  • Apex Batch Class
  • Lightning Web Components (LWC)
  • Custom Reports and Dashboards

Business challenges and the Salesforce solution

Challenges and How They Were Solved

  1. Conflicting legacy automation

    Challenge

    Workflow Rules and Process Builders contained redundant, conflicting logic, making automation hard to maintain and system behaviour unpredictable.

    Solution

    All automation was reviewed and rationalised. Redundant logic was removed, and every Workflow Rule and Process Builder was migrated to Salesforce Flows, giving the organisation one maintainable, scalable automation framework.

  2. Limits on high-volume lead processing

    Challenge

    Lead conversion hit Salesforce governor limits at scale, causing failures and a serious bottleneck for the sales team.

    Solution

    An Apex Batch Class now converts leads in bulk, with scalable processing, better performance and full compliance with governor limits at any volume.

  3. Complex Conga configuration across orgs

    Challenge

    Deploying complex Conga CPQ rules, templates and workflows across several Salesforce orgs was difficult and error-prone, risking inconsistency between entities.

    Solution

    An "Adaptable Core + Custom Layer" approach used native Conga configuration wherever possible and kept custom Apex or LWC for truly unique needs. This reduced complexity and made future upgrades across all orgs much simpler.

  4. Different needs in every subsidiary

    Challenge

    Each business unit and region had its own workflows, approvals and reporting needs, making a single manageable solution hard to deliver.

    Solution

    Role-specific training was created for each business unit, supported by a champions network and on-site support after go-live. Adoption accelerated, issues were resolved quickly and confidence grew across teams and regions.

Implementation details

Implementation Highlights

  1. Conga CRM implemented and customised across business units worldwide
  2. Scattered tools and manual processes replaced by one CRM
  3. Sales operations, CLM and document workflows streamlined
  4. CRM configuration standardised for all subsidiaries and regions
  5. Workflow Rules and Process Builders migrated to Flows
  6. Apex Batch Class implemented for high-volume lead conversion
  7. Custom reports and dashboards built for real-time visibility
  8. Complex Conga CPQ and CLM configurations deployed across multiple orgs
  9. Adoption driven through role-specific training and a champions network

FAQ

Frequently Asked Questions

What is Conga CPQ, and how does it work in Salesforce?

Conga CPQ automates quoting in Salesforce. Sales teams configure products, apply pricing rules and discounts, and produce accurate branded quotes without leaving Salesforce, saving time and improving pricing accuracy.

What is the difference between Conga CPQ and Conga CLM?

CPQ covers product configuration, pricing and quotes. CLM covers contract creation, approvals, negotiation, e-signature, renewals and storage. Together they streamline the full Quote-to-Cash process on Salesforce.

What is the Quote-to-Cash process in Salesforce?

It is the whole sales lifecycle, from configuring products and building quotes through contract management, order processing and invoicing to payment collection. Tools such as Conga CPQ, Conga CLM and Salesforce Billing automate it.

How is Salesforce CRM implemented across multiple countries?

Planning covers multiple business units, currencies, languages, regional compliance, data governance and standard processes. A phased rollout supports smooth adoption while leaving room for local requirements.

How long does a global Salesforce CRM implementation take?

It depends on complexity, integrations and the number of countries. Large implementations with Sales Cloud, Conga CPQ, Conga CLM and multi-org deployment typically take six to twelve months, including planning, migration, testing and training.

How much does a global CRM implementation with Conga CPQ and CLM cost?

It depends on business size, users, products and integrations. See IT Offshore's engagement pricing and contact the team for a quote.

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