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Ongoing Salesforce Support, Flow Migration and Automation
A digital performance marketing company needed steady Salesforce support as it grew. This case study shows how legacy Workflow Rules and Process Builders were moved to Salesforce Flows, Apex Batch processing was introduced for bulk lead conversion and custom dashboards gave teams real-time sales visibility.
- Industry
- Advertising services
- Location
- United States
- Timeline
- 12 months
- Platforms
- Salesforce Sales Cloud and Service Cloud
- Company size
- 200–500 employees
Results and business outcomes
Measurable Results
- ↑Streamlined operationsOne Flows framework replaced fragmented legacy automation across the org.
- ↑Better data accuracyBulk lead conversion with Apex Batch ended processing failures and improved data quality at scale.
- ↑Higher team productivityAutomation and real-time dashboards lifted productivity for Sales and Service Cloud teams.
- ↑Real-time visibilityCustom dashboards show lead conversion, pipeline and service performance live.
Client and industry context
About the Client
The client is a digital performance marketing company that uses data-driven technology platforms to connect high-intent consumers with advertisers. It works across several digital marketing channels and relies on Salesforce for both sales and service operations.
As the business grew, it needed continuous Salesforce support and automation improvements to keep the system stable, manage leads better and keep Sales Cloud and Service Cloud running smoothly. Legacy automation built on Workflow Rules and Process Builder was causing conflicts, and high lead volumes were hitting platform limits.
The engagement provided daily Salesforce support, moved legacy automation to Flows, introduced Apex Batch processing and built real-time reports and dashboards matched to changing business needs.
Overview
Project Overview
This support and enhancement project focused on system stability, efficiency and keeping Salesforce aligned with the business as it changed. It covered daily support and issue resolution, migration of workflows and processes to Salesforce Flows, automation improvements and bulk lead conversion with an Apex Batch Class. The outcome was smoother operations, more accurate data and higher productivity for the Sales Cloud and Service Cloud teams.
Requirements
What the Client Needed
- Daily Salesforce support for a stable, smoothly running system
- New Flows and automation built as business needs evolved
- Existing Flows reviewed, improved and optimised for new requirements
- Legacy Workflow Rules and Process Builders migrated to Flows using best practices
- An Apex Batch Class for bulk lead conversion at high volumes
- Reports and dashboards built and improved for sales and service teams
- Everyday issues resolved and the platform kept in step with growth
Technologies used
Technology Stack
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Salesforce Flows
- Apex Batch Class
- Workflow Rules migration
- Process Builder migration
- Custom Reports and Dashboards
Business challenges and the Salesforce solution
Challenges and How They Were Solved
Conflicting legacy automation
ChallengeWorkflow Rules and Process Builders overlapped and duplicated each other, causing unpredictable behaviour and making the org hard to maintain.
SolutionExisting automation was reviewed and optimised, redundant workflows were removed and all legacy Workflow Rules and Process Builders were rebuilt as Salesforce Flows. The org now has one unified, maintainable, future-ready automation framework.
Lead processing hitting governor limits
ChallengeThe existing lead conversion approach could not keep up with growing data volumes. It hit Salesforce governor limits, causing failures and delays.
SolutionAn Apex Batch Class now converts leads in bulk, processing records asynchronously in manageable chunks. High volumes are handled without governor limit issues.
Limited reporting and visibility
ChallengeSales and service teams had no real-time view of lead conversion, sales activity or service performance, which slowed decisions.
SolutionNew and improved reports and dashboards give both teams real-time visibility into lead conversion, sales activity and service performance, so they can track KPIs and act faster.
Implementation details
Implementation Highlights
- Daily Salesforce support for stability and smooth operations
- New Flows and automation built for evolving requirements
- Existing Flows reviewed, improved and optimised
- Workflow Rules and Process Builders migrated to Flows following best practices
- Apex Batch Class implemented for bulk lead conversion
- Reports and dashboards built and improved for sales and service teams
- Everyday issues resolved and the platform aligned with growth
FAQ
Frequently Asked Questions
What is the difference between Salesforce Flows and Process Builder?
Flow is Salesforce's modern automation tool and replaces Workflow Rules and Process Builder. It supports record-triggered, screen and scheduled automation as well as advanced logic, and is the recommended choice for all new automation.
Is Salesforce retiring Process Builder and Workflow Rules?
Salesforce has announced their retirement as part of its automation modernisation. New automation should be built in Flow, and existing automation should be migrated to stay compatible long term.
What is an Apex Batch Class, and when is one needed?
It processes large volumes of records asynchronously in manageable batches to avoid governor limits. Typical uses are bulk lead conversion, mass record updates, scheduled processing and data cleansing.
How is Process Builder migrated to Salesforce Flow?
Existing automation is reviewed, redundant processes removed, business logic rebuilt in Flow, everything tested in a sandbox, and a simpler, future-ready framework deployed.
What does a Salesforce support retainer usually include?
Administration, issue resolution, Flow and Apex development, reports and dashboards, automation improvements, user support and ongoing platform optimisation.
Can I hire a dedicated developer for Flow and Apex work?
Yes. A dedicated Salesforce developer can build record-triggered, screen, scheduled and approval Flows, write Apex, develop Lightning Web Components, handle integrations and provide ongoing support. See Hire a Salesforce Developer.
How much does ongoing Salesforce support cost?
It depends on your org's size and complexity, monthly support hours and the services you need. See IT Offshore's engagement pricing and contact the team for a quote.
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