Skip to main content
FromNine
Menu

Business platform · Salesforce

Salesforce, from the first call to the closed case.

We set up and extend Sales, Service and Experience Cloud, give Agentforce reliable data to work from, and connect Salesforce to the ERP and back-office systems that sit behind it. Your front-line staff see every case in full and can act on it there and then.

For organisations serving customers, the public and partners in Ireland and across the EU from one platform.

Talk to us about your projectSee the three side by side
  • SalesforceSummit PartnerPartner status · Salesforce
  • ISO/IEC 27001 certified
  • 600+ European government projects
A single Salesforce org with its surrounding systems. In the middle is one Salesforce org built on a shared data model. Around it are three rings: Sales and Service Cloud for staff, Experience Cloud for portals, and Data 360 for harmonised data. Six links run outwards: to Agentforce, to MuleSoft and the APIs, to the SAP or Odoo back office, to identity, to the data platform and to public services such as MyGovID.

When Salesforce is the right choice, and when it is not

A good fit when

  • Lots of staff deal with customers, members of the public or partners, and each of them needs the whole case on one screen.
  • The people you serve need a portal that runs on the very data your staff use.
  • Your processes change regularly, and administrators should be able to adjust them without a development project every time.
  • Licences, permits, inspections, grants or payments move through cases with clear stages, as in many State agencies and local authorities.
  • You want AI agents working on CRM data within a platform that is already governed.

Look elsewhere when

  • What you mainly need is finance, stock or production. That is ERP territory, with Salesforce at most as the front office on top.

    Alternative: SAP

  • A smaller business wants CRM, invoicing and stock in one system at a sensible price. Odoo covers more of that from a single database.

    Alternative: Odoo

  • A large crowd of occasional users all follow one simple workflow, and per-user licences would make up most of the bill. A bespoke application can cost less to own.

    Alternative: Enterprise Software & SaaS

Our Salesforce work

Five types of work, which usually go together. The same five head the columns of the capability matrix further down.

  1. 01

    Implement

    Sales, Service and Experience Cloud

    Data model, sharing rules, flows and Lightning pages shaped around how you work, plus Experience Cloud portals for customers, the public or partners.

    What you get

    • Solution design
    • Configured releases
    • Sharing model
  2. 02

    Extend

    Custom development

    Apex, Lightning Web Components and Flow where configuration runs out, packaged and tracked in source control, with tests and an automated release pipeline.

    What you get

    • Packaged extensions
    • Release pipeline
  3. 03

    Integrate

    Integration and events

    MuleSoft or your existing integration platform, with platform events and Change Data Capture linking Salesforce to the ERP, the data platform and public services.

    What you get

    • Integration contracts
    • Event model
  4. 04

    Migrate

    Consolidation and tidy-up

    Moving off an older CRM, merging orgs, and rebuilding Workflow Rules and Process Builder automation in Flow now that Salesforce has dropped support for them.

    What you get

    • Migration plan
    • Automation inventory
    • Reconciliation reports
  5. 05

    Operate

    Ongoing improvement

    Release management through the three platform releases each year, monitoring of limits and automation, and a backlog that stops the org getting complicated as it grows.

    What you get

    • Release calendar
    • Health checks
    • Improvement backlog

Capability matrix

The product areas we work in and what we do in each one. Each row reads from left to right.

  • Sales Cloud

    Leads, opportunities, forecasts and selling through partners.

    • Implement
    • Extend
    • Integrate
    • Migrate
    • Operate

  • Service Cloud

    Cases, omni-channel routing, knowledge articles and field service.

    • Implement
    • Extend
    • Integrate
    • Migrate
    • Operate

  • Experience Cloud

    Accessible portals for customers, the public and partners, in Irish and English where a public body needs both.

    • Implement
    • Extend
    • Integrate
    • Operate

  • Public sector solutions

    Case management for licences, permits, inspections, grants and payments.

    • Implement
    • Extend
    • Integrate
    • Operate

  • Data 360

    Unified profiles and content, used for segments, reporting and grounding AI.

    • Implement
    • Integrate
    • Operate

  • Agentforce

    Agents with set topics, actions and guardrails, tested before they go live.

    • Implement
    • Extend
    • Operate

  • MuleSoft and APIs

    Integration led by APIs, with platform events and Change Data Capture.

    • Implement
    • Integrate
    • Migrate
    • Operate

  • Org strategy and DevOps

    One org or several, development from source control, packages and release management.

    • Extend
    • Migrate
    • Operate

  • Security and Shield

    Sharing rules, Shield Platform Encryption, Event Monitoring and options to keep data in EU regions.

    • Implement
    • Operate

AI on Salesforce

Built into the platform

Agentforce is the Salesforce platform for AI agents. Your administrators define the topics and actions an agent may use; the agent reads CRM data to choose its next step and can pass the conversation to a person at any point. Every call to a model goes through the Einstein Trust Layer, which masks data, keeps an audit log and relies on zero-retention terms with the model providers Salesforce works with.

Data 360, previously called Data Cloud, gives agents something solid to stand on: unified customer data, unstructured content and retrieval for prompts and agents. Features, consumption pricing and regional availability shift from release to release, so we check them against the editions and contract you actually hold.

Built alongside the platform

Sometimes an agent has to work across Salesforce and systems Salesforce does not own, such as documents in SAP, files in a records management system or a rules engine. Then a custom agent or service outside Salesforce may suit better. We make it available inside Salesforce as an action or API, so staff keep working in the screens they are used to.

Whichever route you take, agents get narrow permissions, approval steps and a complete log. We test them on agreed scenarios before go-live and keep testing once they are running; anything uncertain is passed to a person.

Choosing a route

  1. 01

    Is the work done mainly on Salesforce data and in Salesforce screens?

    If yes

    Begin with Agentforce, drawing on Data 360, with the Trust Layer in between.

    If no

    Look at a custom agent outside Salesforce that users reach as an action.

  2. 02

    Will the agent have to change records held in other systems?

    If yes

    Send its actions through MuleSoft or APIs, with explicit approval and a log entry for each.

    If no

    Keep it within the platform and give it read-only access to outside data.

  3. 03

    Can you predict consumption costs at the volumes you handle?

    If yes

    Go ahead, and keep an eye on consumption once live.

    If no

    Run a pilot on real volumes first and set its cost against a custom design.

Getting to a Salesforce org that lasts

  1. Step 01

    Discover

    Processes, users, data sources and any orgs you already run, plus a look at editions and licences.

    • Process map
    • Org assessment

  2. Step 02

    Design

    Data model, sharing rules, integration contracts and an org strategy built to last for years.

    • Solution design
    • Integration contracts

  3. Step 03

    Build step by step

    Configuration before code, and code only where it is needed; every change sits in source control and passes through a test pipeline.

    • Working releases
    • Automated tests

  4. Step 04

    Migrate and connect

    Data moved and reconciled, and live interfaces to the ERP and the data platform.

    • Reconciliation reports
    • Monitored interfaces

  5. Step 05

    Go live

    Training, a phased roll-out and close support alongside the teams who use the system.

    • Adoption plan
    • Hypercare log

  6. Step 06

    Keep improving

    Managed releases, and agents and automation once the data can carry them.

    • Release calendar
    • Improvement backlog
Illustrative example

Customer service at an insurer

01The situation
An insurer serving customers across Ireland handles policy and claims questions by phone, email and web form. Case history is split between an ageing CRM and the policy administration system, so agents retype details and customers repeat themselves.
02What we would put in place
Service Cloud with one case model and a self-service portal on Experience Cloud, an Agentforce agent that drafts replies from approved knowledge articles, and MuleSoft links to policy and payment data in the back office.
03Where staff decide
The agent drafts and suggests. Staff sign off every reply that commits the insurer to a payment, a deadline or a change of cover, and each agent step is logged.
04How we would judge it
Time until the first answer, the share of cases closed without a transfer, and how often staff rewrite the agent’s drafts.

How Salesforce fits with your other systems

Salesforce holds the relationship, while orders, invoices, stock and the formal record are usually kept elsewhere. We link it to SAP or Odoo, to the data platform and to public services through MuleSoft or the integration platform you already have. Platform events and Change Data Capture keep the systems aligned, so nobody is caught out by an overnight batch.

Where volumes are high we plan around governor limits from day one: bulk APIs, asynchronous jobs and selective sync rather than copying every record. Our integration and API team looks after the contracts on both sides.

Illustrative example

People and channels

  • Staff in Salesforce
  • Portals for customers and the public
  • Contact centre channels

Salesforce

MuleSoft · platform events · CDC

Systems and data

  • SAP or Odoo back office
  • Data platform
  • Identity provider
  • Public services and registers
Salesforce and the systems it works with
Read the diagram as text

Left: people and channels, meaning staff working in Salesforce, portals for customers and the public, and contact centre channels.

Centre: Salesforce, joined to every other system through one integration layer made up of MuleSoft, platform events and Change Data Capture.

Right: systems and data, meaning the SAP or Odoo back office, the data platform, the identity provider, and public services and registers.

Salesforce by sector

Public service

Public Service & Government

Licences, permits, inspections, grants and payments handled on Salesforce’s public sector solutions for departments, State agencies and local authorities, with Experience Cloud portals in Irish and English, MyGovID sign-in where the service allows it, and accessibility under S.I. No. 358 of 2020 built into each screen.

600+

European government projects

  • Financial Services

    Onboarding, servicing and complaints for banks, insurers and fund administrators, with audit trails, Shield encryption and agents kept inside the permissions you define.

  • Healthcare & Life Sciences

    Service for patients and members, referrals and partner portals, with tight sharing rules wherever data is sensitive.

  • Manufacturing & Industry

    Dealer and distributor portals, field service and after-sales cases, linked to orders and stock in the ERP.

Ireland

Salesforce for Irish organisations

A Salesforce org used in Ireland has several sets of rules to meet at once. Personal data in cases and portals falls under the GDPR and the Data Protection Act 2018, supervised by the Data Protection Commission, which shapes sharing rules, retention and where processing takes place. Consumer-facing portals for services the European Accessibility Act covers, such as e-commerce, come within S.I. No. 636 of 2023, the Irish rules for that Act, enforced by the CCPC.

Agents that help decide matters about people need the documentation and human oversight the EU AI Act sets for their risk level. Ireland has given the Act national effect through the Regulation of Artificial Intelligence Act 2026, with the AI Office of Ireland coordinating and sector authorities such as the Central Bank of Ireland and the DPC supervising their own areas.

We plan for all of this from discovery, so serving another EU country later is a matter of configuration and translation rather than a fresh project.

Salesforce questions we are often asked

Is Agentforce ready for what we want to do?

It often is for clearly scoped sales and service tasks on clean CRM data: answering from knowledge articles, summarising a case, updating records under firm rules. It is less suited when the task relies on data or decisions that live outside Salesforce.

We begin with a short look at data quality, permissions and the volumes you expect. Then we build a single agent, test it on agreed scenarios and measure the results before giving it more to do.

One org or several: what should we run?

A single org keeps data and processes in one place and is easier to integrate. Several orgs can make sense where there is legal separation, a very different business model or a data residency requirement. We set those reasons against the effort of keeping orgs aligned, and record the decision so it holds through the next restructuring.

How do Salesforce and SAP stay aligned?

First we agree which system owns each kind of data, and then we join them with events and APIs instead of copies. Customers and quotes usually begin in Salesforce, SAP owns orders and invoices, and the status flows back. Our SAP team builds on the same integration contracts.

Can we keep our Salesforce data in the EU?

Salesforce runs on Hyperforce, which has EU regions, and offers an EU Operating Zone for services that qualify. What remains in the region depends on your products and add-ons, AI features included. We trace every data flow and show you where data is stored and processed, so you can decide with the full picture and keep the result in your GDPR records.

Our org is cluttered with old automation. What comes first?

A full inventory. Salesforce no longer supports Workflow Rules or Process Builder, so they need to move to Flow, but converting them one for one tends to carry the old mistakes across. We bring automation together per object, remove what nobody uses and add tests, so the org gets easier to change and not only more recent.

Can you build Irish public services on Salesforce?

Yes. We build case-based services such as permits, grants and payments, with portals in Irish and English, MyGovID sign-in and links to public registers. We draw on 600+ government projects across the EU, completed or under way, so the procurement and accessibility rules that come with them are familiar ground, from a request for tender on eTenders to S.I. No. 358 of 2020. See our public service work.

Let’s look at your Salesforce org together

Starting from scratch, tidying up an existing org or putting Agentforce to work: in each case we begin by talking through your processes, your data and the people who use it.

Talk to us about your projectService assistance in practice