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Manufacturing
A global manufacturer of premium spas and wellness solutions, with operations across the United States and Peru, sought to improve how its teams leveraged Salesforce to support sales, service, and marketing operations. The organization partnered with K2 to transform its Salesforce support model, strengthen internal capabilities, and better align the platform with business objectives.
The client aimed to improve how teams used Salesforce across Sales, Service, CPQ, Call Center, and Marketing. However, despite significant investment, performance issues persisted. Ticket resolution was slow, backlogs continued to grow, and internal processes varied across teams.
As a result, the IT function struggled to keep pace with business needs. This limited its ability to provide timely support and reduced the overall value of the Salesforce platform. Therefore, the client needed a partner to rethink its support model. In addition, the organization required stronger internal capabilities and clearer alignment between Salesforce operations and business objectives.
K2 partnered with the client to deliver ongoing Salesforce advisory and application management services. From the outset, the focus was on aligning technology decisions with measurable business outcomes.
First, K2 worked closely with internal stakeholders to design a responsive support model. This approach prioritized service-level performance, with tickets acknowledged within four hours and resolved within one business day whenever possible. As a result, day-to-day issues were addressed faster and more consistently.
Next, K2 moved beyond tactical support. Through a consultancy-led approach, the team identified opportunities to streamline workflows and improve operational efficiency. At the same time, K2 mentored the client’s IT staff. By guiding team members from administrative tasks into development-focused roles, K2 helped build long-term Salesforce capability. Ultimately, this enabled the organization to respond more effectively to evolving business demands and maximize platform value.
Improved service delivery: Consistent, SLA-driven support reduced backlogs and ensured timely resolution of business-critical requests.
Cost optimization: Offshore consultancy resources delivered meaningful operational savings while maintaining high-quality outcomes.
Enhanced internal capability: The IT team developed stronger Salesforce expertise, enabling more independent issue resolution and greater support for growth initiatives.
Scalability for the future: With a more efficient support model and stronger internal talent, the organization is positioned to manage increased demand and maximize long-term value from its Salesforce ecosystem.
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