Systems / Delivery records
These selected jobs show where Salesforce sat in the work and what changed for the people doing it.
The system's place
Salesforce held the operating record once the job stopped depending on one inbox or one person's memory. People kept the decisions that still needed their judgement.
Selected project records
Each record names the repeated job, the change made in Salesforce and the result kept in Kaizen's project evidence.
Pre-employment paperwork and monitoring requests
Bookings and pre-employment paperwork sat across spreadsheets and email. Staff chased missing information before work could start.
Sales Cloud and a structured intake put each request in one queue. The correct form is used for each state.
Signed 19 March and live 4 May 2026. One weekly bulk invoice replaced about twenty daily transactions.
Repeated student enquiries outside office hours
Common student questions waited for office hours and the team that knew the answers.
An Agentforce web assistant answers common enquiries and writes a summary on each lead. Staff take the questions that need a person.
Stakeholders approved Phase 1 in UAT on 3 July 2026. Production deployment was deferred to the end of Phase 2.
Customer requests split across phone, email and web
Requests landed in different places. The person who knew the customer became the route back to the answer.
Omnichannel work brought requests into one queue with their history. Shared mailbox requests now create cases and route to available staff.
Property management went live in February 2026 with no reported errors. Twenty-one seats are live across the national sales team.
The next step
Tell us which work keeps returning to one person. We will decide whether Salesforce should change, connect or stay as it is.
Talk to Mara