Building a Unified Service Ecosystem at Global Scale with Salesforce and NeuraFlash

Disconnected systems, manual processes, and limited data visibility were preventing this global manufacturing and retail business from delivering the seamless customer experience their brand promised. NeuraFlash partnered with this company to orchestrate a complete digital transformation, migrating them from legacy platforms to a unified Salesforce ecosystem that redefined how they serve customers globally.

NeuraFlash began by transitioning this company off their legacy Zendesk and Siebel systems. Moving to Salesforce consolidated their fragmented, multi-platform agent workflows into a single, modern environment, boosting agent productivity, reducing errors, improving order management, and connecting previously siloed service processes.

To further optimize performance, NeuraFlash delivered streamlined integrations through MuleSoft, resulting in faster data flow, clearer visibility, stronger functionality, and a meaningful reduction in manual work. To elevate the customer experience, they expanded into Experience Cloud, creating a self-service hub that increased case deflection and made help content far easier to find. This became the foundation for future advancements in their self-service strategy.

With the value of Salesforce and NeuraFlash clearly demonstrated, this global conglomerate continued investing in its ecosystem. Their warranty program previously lived in an external system, Mize, which stored purchase data, warranty details, and product information. By migrating this data into Salesforce Commerce Cloud, they consolidated essential information into a single source of truth. Agents gained immediate access to richer, more complete data, ultimately strengthening the foundation for next-generation support experience.

Building on this momentum, they enhanced their service capabilities by integrating Pimly, which introduced an entirely new level of intelligence for agents. Pimly surfaces warranty details directly in Salesforce and displays interactive 3D models of each grill and its thousands of components. Agents can visually navigate the grill, identify correct parts, and resolve issues with far greater accuracy and confidence. This innovation not only elevates service quality, positioning them for future diagnostic capabilities, smarter issue resolution, and more personalization.

Together, these advancements give human agents deeper access to product visuals and data, improve diagnostic precision, increase CSAT, expand self-service opportunities, and empower sales teams to sell and support replacement parts confidently.

This transformation didn’t stop in North America. As a global brand, they needed a global Salesforce foundation. NeuraFlash helped establish a new Salesforce instance for their international operations, including a brand-new warehouse in Germany. This included deploying a comprehensive Order Management solution that connects seamlessly to SAP and supports this large manufacturer and retailer's complex global shipping requirements. Salesforce now defines shipping providers, taxation rules, logistics flows, and fulfillment processes, while also collecting payments, tracking shipments, managing post-purchase service, and sending real-time updates to customers. These improvements created a more accurate, efficient global operation and established the groundwork for future warehouse expansions, further extending their Salesforce footprint.

Through this end-to-end partnership, NeuraFlash has transformed this company's customer service and commerce operations from fragmented legacy systems into a unified, intelligent, and globally scalable platform. By consolidating data, streamlining workflows, and introducing innovative tools like 3D product visualization, they have equipped their teams to deliver faster, more accurate service while laying a strong foundation for continued innovation. As they expand globally and enhance their digital capabilities, their modernized Salesforce ecosystem positions the company to meet evolving customer expectations and drive sustainable growth for years to come.

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