Skip to main content
FromNine
Menu

Enterprise platform · Salesforce

Salesforce, from first contact to resolved case.

We implement and extend Sales, Service and Experience Cloud, ground Agentforce in trusted data and integrate Salesforce with the ERP and back-office systems behind it. Front-line teams see the whole case and can act on it.

For organisations serving customers, citizens and partners in several European countries from one platform.

Discuss your platform needsCompare the platforms
  • SalesforceSummit PartnerPartner status · Salesforce
  • ISO/IEC 27001 certified
  • 600+ European government projects
One Salesforce org and the systems around it. At the centre sits one Salesforce org with a shared data model. Three rings surround it: Sales and Service Cloud for staff, Experience Cloud for portals, and Data 360 for harmonised data. Six connections lead out: Agentforce, MuleSoft and APIs, the SAP or Odoo back office, identity, the data platform, and government services.

Where Salesforce fits, and where it does not

Fits well when

  • Many people handle customer, citizen or partner interactions and need one shared view of each case.
  • Customers, citizens or partners need portals on the same data your staff work with.
  • Processes change often and administrators should adjust them without a development project each time.
  • Licensing, permits, inspections, grants or benefits follow case-based workflows with clear stages.
  • You want AI agents that work on CRM data inside a governed platform.

Consider alternatives when

  • Your core need is finance, inventory or production. That belongs in an ERP, with Salesforce as the front office if at all.

    Alternative: SAP

  • A smaller organisation needs CRM, invoicing and stock in one affordable system. Odoo covers more of that in a single database.

    Alternative: Odoo

  • Very large numbers of occasional users need one simple workflow, and per-user licences would dominate the cost. A custom application may be cheaper to own.

    Alternative: Enterprise Software & SaaS

What we deliver on Salesforce

Five kinds of work, usually combined. They also label the columns of the capability matrix below.

  1. 01

    Implement

    Sales, Service and Experience Cloud

    Data model, sharing model, flows and Lightning pages designed around your processes, with portals on Experience Cloud for customers, citizens or partners.

    Outputs

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

    Extend

    Custom development

    Apex, Lightning Web Components and Flow where configuration stops, built as source-tracked packages with test coverage and an automated release pipeline.

    Outputs

    • Packaged extensions
    • Release pipeline
  3. 03

    Integrate

    Integration and events

    MuleSoft or your own integration platform, platform events and Change Data Capture, connecting Salesforce to ERP, data platforms and government services.

    Outputs

    • Integration contracts
    • Event model
  4. 04

    Migrate

    Consolidation and clean-up

    Moves from legacy CRM, org merges, and replacing Workflow Rules and Process Builder automation, which Salesforce no longer supports, with Flow.

    Outputs

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

    Operate

    Managed evolution

    Release management across the platform’s three releases a year, monitoring of limits and automation, and a backlog that keeps the org simple as it grows.

    Outputs

    • Release calendar
    • Health checks
    • Improvement backlog

Capability matrix

Product areas we work in, and the kind of work we do in each. Read a row from left to right.

  • Sales Cloud

    Leads, opportunities, forecasting and partner selling.

    • Implement
    • Extend
    • Integrate
    • Migrate
    • Operate

  • Service Cloud

    Case management, omni-channel routing, knowledge and field service.

    • Implement
    • Extend
    • Integrate
    • Migrate
    • Operate

  • Experience Cloud

    Portals for customers, citizens and partners with accessible front ends.

    • Implement
    • Extend
    • Integrate
    • Operate

  • Public sector solutions

    Licensing, permits, inspections, grants and benefits case management.

    • Implement
    • Extend
    • Integrate
    • Operate

  • Data 360

    Harmonised profiles and content for segmentation, analytics and grounding AI.

    • Implement
    • Integrate
    • Operate

  • Agentforce

    Agents with defined topics, actions and guardrails, tested before release.

    • Implement
    • Extend
    • Operate

  • MuleSoft and APIs

    API-led integration, platform events and Change Data Capture.

    • Implement
    • Integrate
    • Migrate
    • Operate

  • Org strategy and DevOps

    Single or multi-org design, source-driven development, packaging and releases.

    • Extend
    • Migrate
    • Operate

  • Security and Shield

    Sharing model, Shield Platform Encryption, Event Monitoring and EU data residency options.

    • Implement
    • Operate

AI on Salesforce

Native on the platform

Agentforce is Salesforce’s platform for AI agents. An agent works within topics and actions that your administrators define, uses CRM data to decide its next step and can hand the conversation to a person. Model calls pass through the Einstein Trust Layer, which adds data masking, audit logging and zero-retention agreements with the model providers Salesforce uses.

Data 360, formerly Data Cloud, supplies the grounding: harmonised customer data, unstructured content and retrieval that prompts and agents can use. Features, consumption pricing and regional availability change with each release, so we check them against your editions and contract.

Built around the platform

When an agent must work across Salesforce and systems it does not own, such as SAP documents, case files in a records system or a rules engine, a custom agent or service outside Salesforce can be the better fit. We expose it to Salesforce as an action or API, so users stay in the screens they know.

Either way, agents get bounded permissions, approval gates and full logs. We test them against agreed scenarios before release and keep testing afterwards; uncertain cases go to a person.

Which route fits

  1. 01

    Does the work happen mostly on Salesforce data and in Salesforce screens?

    If yes

    Start with Agentforce, grounded in Data 360 and governed by the Trust Layer.

    If no

    Consider a custom agent outside Salesforce, exposed to users as an action.

  2. 02

    Does the agent need to change records in other systems?

    If yes

    Route its actions through MuleSoft or APIs with explicit approvals and logging.

    If no

    Keep it inside the platform, with read-only access to external data.

  3. 03

    Is consumption cost predictable at your volumes?

    If yes

    Proceed, and monitor consumption in production.

    If no

    Pilot with real volumes first and compare the cost with a custom design.

The path to a Salesforce org you can live with

  1. Step 01

    Discover

    Processes, users, data sources and existing orgs; a review of editions and licences.

    • Process map
    • Org assessment

  2. Step 02

    Design

    Data model, sharing model, integration contracts and an org strategy that holds for years.

    • Solution design
    • Integration contracts

  3. Step 03

    Build in increments

    Configuration first and code where needed, every change in source control and tested in a pipeline.

    • Working releases
    • Automated tests

  4. Step 04

    Migrate and connect

    Data migration with reconciliation, and live interfaces to the ERP and the data platform.

    • Reconciliation reports
    • Monitored interfaces

  5. Step 05

    Launch

    Training, phased roll-out and hypercare with the teams who use it.

    • Adoption plan
    • Hypercare log

  6. Step 06

    Evolve

    Release management, then agents and automation once the data is ready for them.

    • Release calendar
    • Improvement backlog
Illustrative example

One service desk for several countries

01Situation
An organisation answers customer questions in four languages across three EU countries, with case data split between an old CRM and the ERP.
02What we build
Service Cloud with a shared case model and Experience Cloud self-service, an Agentforce agent that drafts replies from approved knowledge, and MuleSoft links to order and invoice data in SAP.
03Human control
Agents draft and suggest; staff approve every reply that commits to a refund, a deadline or a change of contract. Every agent step is logged.
04What we would measure
Time to first answer, share of cases resolved without transfer, and the rate at which staff edit agent drafts.

Salesforce in the wider landscape

Salesforce holds the relationship; orders, invoices, stock and the legal record usually live elsewhere. We connect it to SAP or Odoo, the data platform and government services through MuleSoft or your existing integration platform, using platform events and Change Data Capture so systems stay in step without nightly batch surprises.

For large data volumes we design for governor limits from the start: bulk APIs, asynchronous processing and selective synchronisation instead of copying everything. Our integration and API practice owns the contracts on both sides.

Illustrative example

People and channels

  • Staff in Salesforce
  • Customer and citizen portals
  • Contact centre channels

Salesforce

MuleSoft · platform events · CDC

Systems and data

  • SAP or Odoo back office
  • Data platform
  • Identity provider
  • Government and registry services
Salesforce among the systems it serves
Read the diagram as text

On the left, people and channels: staff in Salesforce, customer and citizen portals, and contact centre channels.

In the middle, Salesforce, connected to everything else through one integration layer: MuleSoft, platform events and Change Data Capture.

On the right, systems and data: the SAP or Odoo back office, the data platform, the identity provider, and government and registry services.

Salesforce in your sector

Public sector

Public Sector & Government

Licensing, permits, inspections, grants and benefits on Salesforce’s public sector solutions, with citizen portals on Experience Cloud, links to base registries and digital identity, and accessibility designed into every screen.

600+

European government projects

  • Financial Services

    Client onboarding, service and complaints handling with audit trails, Shield encryption and agents that stay inside defined permissions.

  • Healthcare & Life Sciences

    Patient and member service, referrals and partner portals, with strict sharing rules for sensitive data.

  • Manufacturing & Industry

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

International

Salesforce across European markets

A Salesforce org that serves several EU countries carries several obligations at once. Personal data in cases and portals falls under GDPR, which shapes the sharing model, retention and where data is processed. Portals for consumers must meet the accessibility requirements of the European Accessibility Act. Agents that support decisions about people need the documentation and human oversight the EU AI Act expects for their risk level.

We design for these from discovery onwards, so adding a country means configuration and translation rather than a new project.

Salesforce questions we hear often

Is Agentforce ready for our use case?

Often for well-bounded service and sales tasks on clean CRM data: answering from knowledge, summarising cases, updating records within clear rules. Less so when the task depends on data or decisions outside Salesforce.

We start with a short assessment of data quality, permissions and expected volumes, then build one agent, test it against agreed scenarios and measure it before widening its scope.

Should we run one org or several?

One org keeps data and processes together and is simpler to integrate. Several orgs can be justified by legal separation, very different business models or data residency. We weigh those reasons against the cost of keeping orgs in sync, and document the decision so it survives the next reorganisation.

How do you keep Salesforce and SAP in step?

By agreeing which system owns which data first, then connecting them with events and APIs rather than copies. Customers and quotes typically start in Salesforce, orders and invoices are owned by SAP, and status flows back. Our SAP practice works on the same integration contracts.

Can our Salesforce data stay in the EU?

Salesforce runs on Hyperforce with EU regions and offers an EU Operating Zone for eligible services. What stays in region depends on the products and add-ons you use, including AI features. We map each data flow and show you where data is stored and processed before you decide.

Our org is full of old automation. Where do we start?

With an inventory. Workflow Rules and Process Builder are no longer supported and should move to Flow, but a straight conversion often copies old mistakes. We consolidate automation per object, remove what is unused and add tests, so the org becomes easier to change, not just newer.

Do you build public services on Salesforce?

Yes: case-based services such as permits, grants and benefits, with citizen portals, digital identity and links to base registries. Our experience spans 600+ European government projects, delivered and ongoing, so we know the procurement and accessibility rules that come with them. See our public sector work.

Talk to us about your Salesforce org

Whether you are starting fresh, cleaning up an org or putting Agentforce to work, start with a conversation about your processes, data and users.

Discuss your platform needsSee service assistance