Industry
High-tech, Media, and Information Services.
Drone software · Salesforce
A drone SaaS company’s
Salesforce transformation.
Connecting sales, service, marketing, and SaaS platform data to create a complete view of customers and users.
About the company
Geospatial intelligence.
Made accessible.
Technology
Salesforce
This high-tech developer creates drone software that makes geospatial intelligence available to everyone. Its platform uses automation and artificial intelligence to accelerate graphics processing and improve accuracy. A user-friendly interface helps organizations create detailed 2D and 3D digital maps.
Business challenges
Valuable data.
A disconnected story.
Manual and outdated processes slowed everyday work. Customer information was spread across multiple systems, and the sales team spent more time on administration than on leads and outreach.
The company’s proprietary SaaS platform generated a wealth of user data, but those insights were disconnected from the rest of the customer story. The business needed a shared view that could support sales, service, and marketing.
Solution
Three stages.
One connected customer view.
Coalescence began by examining the company’s environment, understanding its business processes, and identifying pain points. The Coalescence team then developed a three-stage implementation to expand the Salesforce org and connect it with the SaaS platform for user insights.
Sales
Migrated data from the legacy system and trained the sales team to work in Salesforce.
Service
Automated case management processes to support more consistent customer service.
Marketing
Enabled customer journeys that fed into sales and supported outreach to new and existing customers. Used Journey Builder to create campaigns and synchronized Google Analytics tools to generate leads.
Together, these changes gave the company a complete 360° view of its customers and users, helping it make full use of Salesforce and create tailored customer campaigns.
Results and benefits
Clearer visibility.
More productive teams.
Single source of truth
Migrating the necessary data into one system gave the company a complete view of its customers.
Easy tracking of sales activities
Managers can track sales representative activity, produce investor reports, and forecast for future quarters.
Improved customer support
The customer success team can attach cases to knowledge base articles to help customers experiencing similar issues.
Increased productivity
Greater transparency across the business helped increase productivity across all teams.
In the client’s words
“The Coalescence support team was super responsive to any questions I had or issues that arose. They really got me up to speed in Salesforce.”Business AnalystDrone SaaS Company
Summary
A clearer view.
Across every team.
By bringing customer and user data together in Salesforce, Coalescence helped the drone software company connect sales, service, and marketing. Automated processes, team training, and a shared view of customers supported tailored campaigns, stronger reporting, and more productive work.
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