National Retail Energy Provider
Modernizing an end-of-life CRM with Salesforce, cutting inbound call volume 30%
A national retail energy provider's decade-old proprietary CRM had become a business risk. The underlying platform was losing maintainable expertise, and the architecture couldn't support the customer experience improvements the business needed. CG Infinity drove the full migration to Salesforce across Sales Cloud, Marketing Cloud, Service Cloud, and MuleSoft, building self-service portals and a modernized onboarding flow. The migration reduced manual onboarding effort by 20% and cut inbound call volume 30%.
AT A GLANCE
A national retail energy provider replaced an unsustainable decade-old proprietary CRM with Salesforce without disrupting operations. The migration reduced manual onboarding effort by 20% and cut inbound call volume 30% through self-service portals.
TOOLS
Sales Cloud | Marketing Cloud | Service Cloud | MuleSoft
Service Line
Salesforce | Energy & Utilities
Decade-old CRM approaching end of life
The client's proprietary CRM had been the backbone of customer operations for over a decade, but the underlying platform was no longer sustainable. Retaining engineers with the specialized knowledge to maintain it was a growing business risk, and the architecture was too rigid to support the customer experience improvements the business needed. A migration to Salesforce was required that preserved operational continuity while enabling modernization.
THE SOLUTION
Full Salesforce migration preserving operational continuity
CG Infinity drove the full migration to Salesforce, methodically replicating core functionality while enabling new capabilities at each phase. Self-service portals and a modernized onboarding flow were built across Sales Cloud, Marketing Cloud, Service Cloud, and MuleSoft. The completed migration positioned the client to permanently decommission its legacy CRM infrastructure.
THE RESULTS
30% fewer inbound calls. 20% less manual effort.
The migration reduced manual onboarding effort by 20% and cut inbound call volume by 30% through self-service portals, while establishing a full 360-degree customer view through an improved integration layer.
CONTACT US
Let's Talk About Your Salesforce Initiative.
A certified consultant in Dallas-Fort Worth or Houston will follow up within one business day.