Experience

CWS Consulting has extensive experience in implementing Salesforce Service Cloud to optimize customer support operations, automate case management, and enhance customer satisfaction. Leveraging over a decade of expertise in Salesforce architecture and process automation, we have successfully delivered large-scale Service Cloud transformations, including consolidating multi-business unit support systems and migrating legacy service platforms to Salesforce.

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CWS Consulting has extensive expertise in managing complex Salesforce Sales Cloud implementations, including system consolidations, data synchronization, and process automation to optimize sales operations. One of our key projects involved consolidating two separate Salesforce instances during a large-scale digital transformation, ensuring seamless sales operations while maintaining data integrity and business continuity.

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CWS Consulting has extensive expertise in implementing Salesforce Experience Cloud, helping organizations transition from legacy, highly customized environments to scalable, standard Salesforce solutions. One of our most complex projects involved migrating a heavily customized Visualforce-based community to a fully standardized Experience Cloud solution for three different business units. This transformation not only modernized the customer experience but also streamlined case intake and service workflows, creating a more efficient and scalable support ecosystem.

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CWS Consulting has extensive expertise in implementing Certinia (formerly FinancialForce) PSA, ensuring seamless professional services automation, financial management, and project planning capabilities. Our PSA implementations follow a structured, phased approach to minimize business disruption and maximize operational efficiency. For a customer in the services and software industry, we led a two-phase PSA implementation that included complex data migrations, strategic project planning, and automation of key business processes to enhance resource utilization and financial forecasting.

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CWS Consulting successfully designed and implemented a Service Estimator Solution for the professional services team, leveraging Certinia (FinancialForce) PSA project templates, Conga Composer, and a complex Power Query solution. This initiative provided a structured and automated approach to project estimation, ensuring accuracy in service scoping, pricing, and proposal generation.

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CWS Consulting successfully led the migration from ServiceNow to Cadalys ITSM, a Salesforce-native solution, ensuring a seamless transition with minimal disruption to IT service management operations. This project involved replacing a heavily customized ServiceNow environment with an integrated, scalable ITSM platform within Salesforce, improving service automation, case management, and IT workflow efficiency.

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CWS Consulting successfully executed a high-volume data migration to Salesforce Service Cloud, transferring 25 years of case history, emails, messages, customer records, and communications. This complex migration required meticulous planning, advanced data transformation strategies, and the use of Prodly, a powerful DevOps tool for Salesforce, to ensure a seamless and accurate transition.

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CWS Consulting successfully executed a large-scale data migration for Certinia (FinancialForce) PSA, ensuring the seamless transfer of critical project, financial, and resource management data from legacy systems. The migration involved consolidating historical project records, timesheets, financial transactions, and resource allocations into PSA, enabling improved project governance and financial oversight.

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CWS Consulting successfully led the migration of a service business from Zoho to Salesforce, ensuring a seamless transition of customer service operations, case management, and historical data. This project involved rebuilding workflows, automating processes, and executing a structured data migration strategy to enhance service efficiency within the Salesforce ecosystem.

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CWS Consulting successfully led the migration from Zendesk to Salesforce Service Cloud, marking the first business unit within customer  to implement the new standardized case management blueprint. This project established a scalable, unified support process that streamlined customer service operations, ensuring consistency across all business units. Additionally, the initiative included the migration of the Zendesk customer portal to Salesforce Experience Cloud, providing an enhanced, self-service customer experience.

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CWS Consulting has successfully implemented Conga Composer to streamline effort estimation and project status reporting within Certinia (FinancialForce) PSA. By automating document generation, we enabled professional services teams to efficiently extract key project data, standardize reporting, and improve forecasting accuracy. Our expertise in Conga Composer integration ensures that project managers can generate professional, structured reports directly from Salesforce and PSA, reducing manual effort and improving data consistency.

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CWS Consulting together with his partners played a key role in defining business requirements for the implementation of Navis N4 Terminal Operating System (TOS) at a customer in the US. Our expertise in terminal operations, system integration, and workflow optimization enabled us to develop a structured business requirements framework that aligned with customer’s operational goals and future scalability needs.

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