Executive Summary
This project delivered a transformational Salesforce solution for Tuff Shed, a leading provider of modular storage buildings and custom structures. The focus was on modernizing their CRM system to improve sales efficiency, automate service operations, enhance quoting accuracy, and build scalable integrations, all while aligning closely with Business’s ambitious growth strategy.
Project Overview
Redesign and implement Salesforce to optimize lead management, opportunity handling, quoting processes, order fulfillment, field service operations, and system integrations — driving immediate business value and supporting long-term scalability.
- Full Salesforce Sales, Service, and Revenue Cloud implementation
- Salesforce CPQ (Configure, Price, Quote) rollout
- Field Service Lightning (FSL) setup for service operations
- Omnistudio implementation for advanced automation
- Integration with internal and external systems
Scope:
Key Highlights
A. Sales and CRM Enhancements
- Account and Lead Management (Screen Flows):
- Customized flows for efficient record creation and updates.
- Opportunity Management:
- Automatic new opportunity notifications via flows.
- Task creation and bell icon alerts when opportunities move to “Quoting” stage.
- CPQ Implementation:
- Screen flow to generate Quotes directly from Opportunities.
- Automatic opportunity stage progression and order creation upon deal closure.
B. Field Service Management (FSL) Setup
- Service Appointment Record Types:
- Specialized flows and record types for Installation, Pickup, and Warranty/Service.
- Field Actions:
- FS mobile flows to upload service appointment pictures
- Automatic creation and linking of Work Orders and Work Order Line Items (WOLIs).
- Appointment Dependencies and Splitting:
- Installation appointments are auto-split based on Duration settings.
- Dependency management between service appointments via flows.
- Notifications:
- Auto bell notifications when service appointments are rejected.
C. Integration Strategy
- Sales Location Assignment via REST API:
- Automatic assignment of Sales Center and Store (Factory) based on geolocation updates on Leads, Quotes, and Orders.
- Platform Events-Based System Integration (ESB Model):
- Platform Events created for Leads, Opportunities, Quotes, Orders, Work Orders, etc.
- Record Triggered Flows generate and map data to Platform Events for real-time syncing.
- Invocable Apex classes for dynamic payload building and field mapping.
Business Challenges and Solutions
| Challenge | Solution |
|---|---|
| Frequent Scope Changes & Client System Changes | Agile sprint-based development with strict change management controls. |
| Deprecations in Salesforce Functions | Updated and refactored components to align with Salesforce’s latest APIs and best practices. |
| Non-technical QA Team on Client Side | Conducted regular demo sessions and documentation walk-throughs to ensure better understanding and UAT efficiency. |
Results & Business Impact
| Metric | Before Implementation | After Implementation | Impact |
|---|---|---|---|
| Lead and Opportunity Tracking | Manual, delayed updates | Automated, real-time updates | ✅ Faster CRM |
| Quoting Efficiency | Manual, error-prone | CPQ-based guided selling | ⬆ Improved Accuracy |
| Field Service Management | Disconnected from CRM | Fully integrated mobile-ready FSL | ✅ Higher Productivity |
| Order Management | Manual Closure | Auto-closure via Scheduled Flow | ⬇ Reduced Admin Work |
| System Sync (Internal ESB) | No real-time sync | Platform Event-driven real-time sync | ✅ Instant Updates |
Conclusion and Next Steps
The successful delivery of Project 5 equipped Tuff Shed with a future-ready Salesforce ecosystem, dramatically improving internal workflows, customer experience, and operational efficiency. The combined use of Sales Cloud, CPQ, FSL, and Omnistudio automation positioned Tuff Shed for significant scalable growth.
Next Steps:
- Expand platform event architecture to additional custom processes.
- Integrate Salesforce Einstein for predictive insights.
- Further optimize flows for mobile field technicians.