Enterprise CRM Implementation & Integration | AI‑Driven Customer Insight

iTelaSoft

What We Do About Us

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iTelaSoft

What We Do About Us

Resources

Blog

Turn Every Interaction into Insight

Modern CRM implementations and integrations that connect teams, automate relationships, and unlock intelligent customer insight.

Helps organisations design, implement, and integrate CRM platforms that actually work for sales, service, and marketing teams. From greenfield roll‑outs to complex multi‑system integrations, we tailor CRM solutions to your processes, data, and growth plans—enhanced with automation and AI‑driven intelligence where it adds real value.

Partnership Credentials

As a distinguished Salesforce Consulting Partner, iTelaSoft combines deep technical expertise with strategic business insight to deliver exceptional Salesforce solutions. Our team is led by Salesforce MVP Hall of Fame recipients and includes certified consultants, developers, administrators, and architects.

Comprehensive Expertise

We provide end-to-end Salesforce services across all major clouds including Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud, and more. Our holistic approach ensures seamless integration, optimal performance, and maximum return on your Salesforce investment.

Global Delivery Excellence

With a global footprint and local expertise, we serve clients across diverse industries and organizational sizes. Our proven track record includes successful implementations, integrations, and optimizations that drive business transformation and competitive advantage.

Enterprise CRM that fits your business

This service covers the full CRM lifecycle: selecting and shaping the right platform, designing data and process models, building integrations, and enabling users through training and change support. We focus on making the CRM a reliable “source of truth” that supports both New Ideas to Market and Business Transformation programmes—not just a contact database.

CRM platform implementation and configuration

Process design for sales, service, and marketing

Customisation, automation, and user experience

Integration with core systems and channels

Reporting, analytics, and AI‑powered insights

Build a CRM foundation your teams actually use

_{Whether you are implementing a new CRM, replacing an under‑used system, or integrating CRM into a broader digital transformation, our team helps you design, build, and evolve a solution that fits your business today and tomorrow.}

LET'S TALK

How we build – core capabilities

CRM implementation & configuration

We configure CRM platforms around your segments, products, and workflows, rather than forcing your organisation into a generic template. This includes objects, fields, validation, security roles, and profiles, as well as page layouts and views optimised for each role (e.g. sales, operations, customer service).

Requirements discovery and solution design

Entity, field, and permission model definition

Sales pipelines, service processes, and case flows

Multi‑region and multi‑business‑unit support where required

Customisation, automation & AI

We extend CRM capabilities with tailored logic, automation, and AI‑powered intelligence. Simple tasks are automated; complex decisions are surfaced with the right context. Where appropriate, we incorporate AI features such as lead scoring, opportunity prioritisation, churn indicators, and next‑best‑action suggestions, always with clear guardrails and explainability.

Workflow rules, approvals, and scheduled automations

Email/SMS triggers and task creation

AI‑assisted prioritisation and recommendations

Embedded dashboards for teams and managers

Integration with wider estate

A CRM is only as good as the data it holds. We integrate CRM platforms with key systems such as marketing platforms, websites, contact centres, billing, ERP, data warehouses, and support tools. This ensures that customer‑facing teams see a unified view of accounts, usage, contracts, and support history.

Web forms, portals, and campaign tools

Telephony and contact centre platforms

Finance and subscription/billing systems

Data platforms for advanced analytics and AI

Reporting, analytics & insight

We design reporting and analytics so leaders can see pipeline health, service performance, and customer value at a glance. This includes operational dashboards for teams and management views aligned with board‑level KPIs. Where needed, we connect CRM data to BI tools and data platforms for deeper analysis.

Out‑of‑the‑box dashboards tailored to each role

Custom reports for pipeline, activity, and service metrics

Data models to support external BI and AI use cases

Build a CRM foundation your teams actually use

LET'S TALK

How we work

We treat CRM as a business change initiative, not just a technology project. Engagements usually start with a short assessment of current tools, processes, and data quality, followed by a clearly phased roadmap. We work closely with sales, marketing, service, and operations teams to ensure the system supports how they actually work—and help them adapt where better patterns are available.

Discover

Current state review and future‑state design

Design & configure

Platform setup, integrations, and data model

Migrate & enable

Data migration, training, and go‑live support

Optimise & evolve

Refinement, automation, and new capabilities

Example outcomes

Well‑executed CRM initiatives typically lead to measurable improvements in visibility and performance. Examples from recent engagements include:

Consolidation of multiple contact databases into a single CRM with role‑based access

Faster lead response times and clearer pipeline forecasting

Better alignment between sales, marketing, and service teams through shared data and workflows

Build a CRM foundation your teams actually use

Whether you are implementing a new CRM, replacing an under‑used system, or integrating CRM into a broader digital transformation, our team can help you design, build, and evolve a solution that fits your business today and tomorrow.

❝

We've been using iTelasoft for the last two years and they've truly become a trusted partner of ours and are now doing almost all of our I.T. development and integration work. In my 25 years of experience in financial services and digital automation, I rate iTelaSoft as by far the best integration and software development partner I've ever used in my working career.

❞

Ben Taylor

Oxygen Broking Services

Join the businesses already winning with AI

_{Partner with us to move from ideas to measurable impact and become part of a growing pool of AI‑driven success stories.}

Safe by design, aligned with global standards

ISO/IEC 27001:2022 Certified

Why iTelaSoft for Your Journey

iTelaSoft combines AI engineering, integration expertise, and enterprise delivery experience to help organisations move beyond AI hype and deploy solutions that deliver measurable business value.

• Full-stack delivery: data, models, apps, platforms
• Industry experience across telco, fintech, healthcare, and more
• Ability to work with your preferred cloud and model providers
• Concerned about privacy? Run AI in-house

iTelaSoft design and build solutions that integrate artificial intelligence into real-world digital platforms. These systems help organisations automate workflows, extract insights from data, and enhance decision-making while maintaining governance and control.

Strategic Technology Partnerships

Our Enterprise CRM solutions leverage partnerships with leading technology providers to deliver comprehensive, enterprise-grade platforms. These strategic relationships ensure access to the latest innovations and certified expertise

Comprehensive Salesforce Solutions

End-to-End Implementation Services

Transform your business operations with comprehensive Salesforce implementations tailored to your unique requirements. Our experienced teams manage every aspect of your Salesforce journey from initial strategy through ongoing optimization.

Intelligent Process Automation

Automate complex business processes with AI systems that learn, adapt, and optimize performance over time. Our automation solutions handle routine tasks, exception processing, and decision-making workflows that previously required human intervention.

Implementation Components

Business requirements analysis and solution design

Custom application development and configuration

Data migration and quality assurance processes

Third-party system integration and API development

User training and change management programs

Go-live support and post-implementation optimization

Salesforce Cloud Expertise

Sales Cloud: Opportunity management, lead processing, sales automation

Service Cloud: Case management, knowledge base, customer support workflows

Marketing Cloud: Campaign management, customer journey automation, analytics

Commerce Cloud: E-commerce platform integration, customer experience optimization

Community Cloud: Partner portals, customer communities, collaboration platforms

Custom Development & Integration

Extend Salesforce capabilities with custom applications, complex integrations, and specialized functionality that addresses your specific business processes and requirements.

Managed Development Teams

Deploy complete, self-managed development teams that operate as dedicated units for your projects. Our managed teams include all necessary roles and expertise to deliver end-to-end solutions while you maintain strategic oversight.

Development Services

Custom Salesforce applications and Lightning components

Advanced workflow automation and process optimization

App Exchange application development and publishing

Complex data models and custom object development

Apex code development and Visualforce page creation

Lightning Web Components and modern UI development

Integration Capabilities

ERP system integration (SAP, Oracle, Microsoft Dynamics)

Marketing automation platform connectivity

Financial system integration and data synchronization

Legacy system modernization and migration

Real-time data synchronization and batch processing

API development for custom application connectivity

Optimization & Enhancement Services

Maximize the value of existing Salesforce implementations through strategic optimization, performance enhancement, and feature expansion that drives increased user adoption and business results.

Intelligent Process Automation

Optimization Focus Areas

Performance tuning and system optimization

User experience enhancement and interface redesign

Process automation and workflow improvement

Data quality improvement and duplicate management

Security configuration and compliance enhancement

Mobile optimization and accessibility improvements

Continuous Innovation

We stay current with the latest Salesforce innovations, trends, and best practices to deliver solutions that leverage cutting-edge platform capabilities and ensure long-term value from your investment.

Proven Implementation Approach

Strategic Planning Phase

Every successful Salesforce implementation begins with comprehensive business analysis and strategic planning that aligns technology capabilities with organizational objectives and user requirements.

Planning Activities

• Current state assessment and gap analysis

• Business process mapping and optimization opportunities

• User persona development and journey mapping

• Technical architecture planning and design

• Project timeline and resource allocation planning

• Risk assessment and mitigation strategy development

Agile Development Process

We employ agile development methodologies that ensure continuous stakeholder engagement, rapid iteration, and consistent delivery of value throughout the implementation lifecycle.

Development Phases

• Sprint planning with clear deliverables and timelines

• Regular stakeholder reviews and feedback incorporation

• Continuous integration and testing protocols

• User acceptance testing and validation processes

• Incremental deployment with rollback capabilities

• Performance monitoring and optimization activities

Change Management Excellence

Successful Salesforce adoption requires comprehensive change management that prepares users, processes, and organizational culture for transformation.

Change Management Components

• Stakeholder engagement and communication strategies

• Comprehensive user training and certification programs

• Process documentation and knowledge transfer

• Ongoing support and optimization services

• User adoption monitoring and improvement initiatives

• Continuous learning and capability development

Salesforce Implementation Success Stories

Field Service Lightning Transformation

Discover how leveraging Salesforce Field Service Lightning revolutionized field operations for our client, boosting efficiency, transparency, and customer satisfaction. The implementation delivered measurable improvements in service delivery and operational performance.

Key Results Achieved

• 45% improvement in field service efficiency
• 60% reduction in service response times
• 35% increase in first-time fix rates
• 90% improvement in customer satisfaction scores
• 25% reduction in operational costs

App Exchange Application Development

Our team developed and published custom AppExchange applications that extend Salesforce functionality for specialized industry requirements, demonstrating our deep platform expertise and innovation capabilities.

GigaClear Staff Augmentation Success

Successfully integrated Salesforce with complex ERP systems, marketing automation platforms, and legacy applications, creating unified business processes and comprehensive data visibility across organizational functions.

Quantified Implementation Results

• 40% improvement in sales productivity
• 30% increase in lead conversion rates
• 50% reduction in manual data entry requirements
• 95% user adoption rates within 90 days
• ROI achievement within 12-18 months

Multi-Cloud Expertise

Sales Cloud Optimization

Transform your sales processes with advanced Sales Cloud implementations that automate workflows, enhance productivity, and provide comprehensive sales analytics and forecasting capabilities.

Service Cloud Excellence

Deliver exceptional customer service experiences through Service Cloud implementations that streamline case management, enable self-service options, and provide comprehensive service analytics.

Marketing Cloud Integration

Create personalized customer journeys and automated marketing campaigns through Marketing Cloud implementations that integrate seamlessly with sales and service processes.

Commerce Cloud Solutions

Build comprehensive e-commerce experiences that integrate with Salesforce CRM data to provide personalized customer experiences and unified commerce operations.

Industry-Focused Implementations

Financial Services

Specialized Salesforce implementations for banking, insurance, and wealth management organizations with regulatory compliance and security focus.

Healthcare & Life Sciences

Patient relationship management, clinical trial management, and healthcare provider solutions that comply with industry regulations and privacy requirements.

Manufacturing & Distribution

B2B sales process optimization, partner portal development, and supply chain integration solutions that enhance operational efficiency.

Technology & Software

SaaS business model support, subscription management integration, and customer success platform implementations for technology companies.

Schedule Salesforce Consultation

Begin Your Salesforce Transformation

Implementation Assessment

Start with a comprehensive assessment of your current CRM processes, user requirements, and integration needs to design the optimal Salesforce solution architecture.

Proof of Concept Development

Validate your Salesforce approach with targeted proof-of-concept implementations that demonstrate value and provide foundation for full-scale deployment.

Implementation Phases

1. Discovery & Strategy: Requirements analysis and solution design

2. Development & Configuration: Custom development and platform configuration

3. Integration & Testing: System integration and comprehensive testing

4. Training & Deployment: User training and go-live support

5. Optimization & Support: Ongoing enhancement and optimization services

See Services overview

See Telco Solutions

See Fintech Solutions

See Startup Solutions

Strategy & Design

Prototype and design from PoC to MVP

UI & UX Design

Build & Engineer

Product Development

Data & AI Enablement

Digital Transformation

Customised Software Development

Independent Validation & Quality Assurance

Salesforce Development Services

WSO2 Services

AWS Solutions

DevOps Services

Managed Services & Resources

Support & Maintenance

Certified Professionals

Build a CRM foundation your teams actually use