WORK

Anonymised work, real architecture.

We lead with evidence, not logos. Until named-client approval is in place, these case studies are anonymised — but the architecture, decisions, and outcomes are real.

Premium retail brand Anonymised

Improving Commerce Cloud storefront quality for a premium retail brand

SFCC / SFRA storefront uplift focused on accessibility, performance, and AI-assisted frontend quality checks — without a full replatform.

  • B2C Commerce (SFRA)
  • Service Cloud

Challenge

A premium retail storefront on SFCC/SFRA had accumulated frontend quality issues — accessibility gaps, inconsistent performance, and regressions that surfaced late. The team needed measurable quality uplift without the cost and risk of a full replatform.

Salesforce landscape

B2C Commerce on SFRA, with Service Cloud handling post-purchase support and a set of third-party integrations for payments and fulfilment.

What changed

  • Established an accessibility and performance baseline against WCAG 2.2 AA and Core Web Vitals.
  • Introduced AI-assisted frontend quality checks into the review process to catch regressions earlier.
  • Prioritised storefront fixes by customer impact rather than ticket age.
  • Hardened the path between commerce and Service Cloud for post-purchase support.

Architecture highlights

  • SFRA cartridge structure reviewed for maintainability and override hygiene.
  • Performance budgets and caching strategy documented for the storefront.
  • Quality gates added to the delivery workflow rather than bolted on at the end.

Outcomes

  • A clear, repeatable quality baseline the team can hold releases against.
  • Earlier detection of accessibility and performance regressions.
  • A storefront roadmap prioritised by customer impact.

Qualitative outcomes shown. Quantified metrics are shared under NDA where client permission allows.

Travel services provider Anonymised

Automating CSAT journeys across Service Cloud and Marketing Cloud

Replaced a manual feedback process with an automated, service-triggered CSAT journey — with responses captured back in Salesforce and low scores routed to service recovery.

  • Service Cloud
  • Marketing Cloud
  • Data Cloud

Challenge

Customer feedback was collected through a manual, disconnected survey process. Timing was inconsistent, responses lived outside Salesforce, and low scores rarely triggered any follow-up action.

Salesforce landscape

Service Cloud for case management, Marketing Cloud for outbound communications, with messaging and Web-to-Case channels and a need for reliable identity resolution across them.

What changed

  • Designed a service-triggered CSAT journey in Marketing Cloud timed to the right service events.
  • Captured survey responses back into Salesforce against the originating case and customer.
  • Routed low scores into service-recovery case automation for human follow-up.
  • Strengthened identity resolution so feedback attached to the correct profile.

Architecture highlights

  • Service Cloud events feeding Marketing Cloud journeys via a clean Data Extension model.
  • Secure survey links and ContactKey strategy aligned to the customer profile.
  • Cross-channel identity resolution to link messaging, cases, and feedback.

Outcomes

  • A closed feedback loop where low scores reliably trigger follow-up.
  • Feedback visible in Salesforce alongside the case that generated it.
  • Consistent, well-timed surveys replacing a manual process.

Qualitative outcomes shown. Quantified metrics are shared under NDA where client permission allows.

Global B2B manufacturer Anonymised

Reducing operational risk in an enterprise Salesforce quote-to-cash landscape

Support and architecture audit across an enterprise quote-to-cash estate spanning Revenue Cloud, B2B Commerce, Experience Cloud, and external systems — surfacing risk before it reached production.

  • B2B Commerce
  • Revenue Cloud
  • Experience Cloud
  • OmniStudio

Challenge

A complex, heavily integrated quote-to-cash landscape carried operational risk that was hard to see. The organisation needed an independent view of architecture, integration, and support readiness before further delivery.

Salesforce landscape

Revenue Cloud and OmniStudio for quoting and configuration, B2B Commerce and an Experience Cloud portal for buyers, integrated with ERP and external pricing/configuration systems, with delivery tracked across multiple tools.

What changed

  • Audited the cross-cloud architecture and integration patterns for risk and resilience.
  • Reviewed support transition readiness, documentation, and operational ownership.
  • Identified regression and non-functional gaps ahead of the next delivery phase.
  • Produced architecture decision records to anchor future change.

Architecture highlights

  • Cross-cloud integration map covering Revenue Cloud, B2B Commerce, Experience Cloud, and external systems.
  • Review of logging, retry, and failure handling across integration points.
  • Regression and NFR considerations documented for the programme.

Outcomes

  • A prioritised, evidence-based view of architecture and operational risk.
  • Clearer support ownership and transition readiness.
  • A documented baseline to de-risk subsequent delivery.

Qualitative outcomes shown. Quantified metrics are shared under NDA where client permission allows.

Could your estate be a case study?

Book a discovery call to scope an architecture review, a discovery sprint, or a focused implementation.

Book a discovery call Email us