The challenge
The founders of a software business wanted customer-success teams to connect their everyday work with account priorities and organisational goals. They had identified a product opportunity on the Salesforce platform.
Turning that idea into a working application required decisions about requirements, architecture and the features that needed a new design. The founders also wanted the technical options explained clearly so they could make informed product decisions.
Product decisions
Separate straightforward requirements from features needing a new design.
Account context
Keep conversations and delivery information connected to customer accounts after work was completed.
What we did
8Squad worked with the founders to shape the requirements, design the product and build the app on Sales Cloud and Service Cloud.
Make the design decisions clear
The team explained technical options so the founders could make informed choices.
Connect priorities and delivery
The app supported prioritisation and delivery of customer-success work within Salesforce.
Keep the account history
Contextual conversations and information remained connected to customer accounts after work was completed.
What changed
The application was completed in under six months and passed Salesforce security review. Customer-success work and its conversations could remain connected to account priorities in a working product.
Concept to delivery
Under 6 months
Reported project duration, not a standard delivery commitment
| Focus | Goal | Delivered capability |
|---|---|---|
| Product delivery | Translate a customer-success concept into a working app | A Salesforce application completed in under six months |
| Account context | Retain customer conversations alongside delivery work | Work information and conversations connected at account level |
