October 2, 2025

Driving A Cloud-first Government Platform: 50% Productivity Increase Through Salesforce

Background and Challenge Story The customer’s reliance on manual administrative procedures made task management slow, error-prone, and resource-intensive. Without digitization, employees faced unnecessary workloads that …

Background and Challenge Story

The customer’s reliance on manual administrative procedures made task management slow, error-prone, and resource-intensive. Without digitization, employees faced unnecessary workloads that limited productivity and prevented the business from scaling effectively.

At the same time, sustaining and growing their Salesforce ecosystem required a capable partner. The customer needed competitively priced services, but without compromising on access to skilled IT resources and a strong long-term commitment. Finding the right balance between cost, expertise, and reliability became a critical challenge.

CMC Global Solution

To closely address the needs of client, CMC Global facilitated the establishment of a Global Delivery Center, adhering to an end-to-end process designed to optimize operations and service delivery.

We helped our client enhance their Salesforce ecosystem by integrating advanced tools and custom features, therefore improving user experience, modernizing request management, enabling secure, efficient operations through new technologies and streamlined processes.

Key highlights included

  • Heroku integration: Enhanced user experience with Heroku apps for registration, input validation, and custom features.

  • Git Flow management: Applied Git branches for effective version control and synchronization of custom package source code.

  • Digitized documentation: Converted paper-based requests into digital forms with secure transaction-controlled storage.

  • Custom features:

    • Request management with configurable business procedures

    • User management with identity verification, roles, and permissions

    • Account verification via Trustdock

    • Usage request handling

    • Report visualization for real-time tracking and monitoring

  • Data import optimization: Streamlined operations using built-in system functions and datapatch tools.

Results

The project achieved full cloud adoption, eliminating manual workloads while boosting productivity and ensuring system stability.

  • 100%​ Processes in Cloud
  • 0 Manual Workload​
  • 50% Productivity Increased
  • 0 Critical Incidents