E-commerce, zCase Study

Salesforce Optimization & CaptiveCoE™ for Global MedTech Leader

trantorindia | Updated: June 3, 2025

A global medical device manufacturing company headquartered in New Jersey, USA. The client aimed to transition from an underperforming vendor and sought a reliable partner to optimize Salesforce operations, support, and co-development efforts.

About Client

Business Problem

The client faced several challenges with their previous vendor, including:

Gaps in analysis, process, and issue resolution
Inefficient Salesforce support operations
Limited co-development capabilities
Fragmented quote systems and a lack of actionable insights from CRM analytics

They needed a partner with deep Salesforce expertise, aligned corporate values, and the ability to deliver operational excellence and rapid scalability.

Solution Delivered

Trantor stepped in as a strategic offshore partner and delivered a wide range of impactful solutions:

CaptiveCoE™ Establishment: Built a dedicated Center of Excellence in India, enabling agile scaling for technical and business needs.
Salesforce Core Optimization: Delivered a reimbursement automation application, contributed to solution refactoring, redesign, regression testing, and release management improvements.
L1 & L2 Support Excellence: Established an efficient team to handle incidents with SLA adherence and high client satisfaction.
Agile Product Development: Cultivated a development culture aligned with aggressive business goals.
Unified CPQ System: Replaced the legacy quote system with a Salesforce-based CPQ solution to empower global client communities.
CRM Analytics Enhancements: Implemented dashboards, sales reports, star schema migration, and recipe redesigns to improve performance and quality.