E-commerce, zCase Study
Salesforce Center of Excellence (CoE) for Leading Data Security Company
trantorindia | Updated: June 3, 2025
The client is a global leader in data security, rapidly scaling with an expanding customer base and a diverse suite of products. They utilize Salesforce across various functions, including Sales, CPQ, and Service Cloud, but needed a more streamlined and centralized framework to manage their operations efficiently.
About Client
The client is a global leader in data security, rapidly scaling with an expanding customer base and a diverse suite of products. They utilize Salesforce across various functions, including Sales, CPQ, and Service Cloud, but needed a more streamlined and centralized framework to manage their operations efficiently.
Business Problem
Despite leveraging Salesforce for key business functions, the client faced several challenges due to the absence of a centralized governance model:
- Fragmented Salesforce orgs and inconsistent processes across teams.
- Redundant efforts and slow, uncoordinated release cycles.
- High costs are driven by low solution reuse.
- Disconnected reporting and limited visibility make it challenging to track performance effectively. The client needed a unified, scalable approach to optimize Salesforce operations and improve overall business impact.
Solution Delivered
We established a global Salesforce Center of Excellence (CoE) as the strategic hub for platform governance and acceleration, implementing the following key elements:
- Centralized Governance: Aligning IT and business to drive consistent practices and processes.
- Reusable Components: Development of 50+ reusable components to minimize duplication and improve efficiency.
- Agile DevOps Framework: Adoption of CI/CD and automated testing for faster and more reliable deployments.
- CoE Playbook & Enablement: Creation of a comprehensive playbook and enablement programs for ongoing platform management and skill development.
- Innovation Hub: Establishment of an innovation hub to pilot new Salesforce platform capabilities like Einstein GPT for advanced AI-driven features.
Results
The Salesforce CoE significantly transformed the client’s operations, yielding the following measurable outcomes:
- 40% Reduction in Redundant Builds
- 3x Faster Feature Deployment
- Unified Global UX & Higher Net Promoter Score (NPS)
- Improved Governance, Auditability, and Risk Controls The CoE evolved into a strategic enabler, driving growth and aligning Salesforce capabilities with the client’s business roadmap.
Tools & Technology
