Salesforce That Works the Way Your Business Actually Works.
Most Salesforce implementations fail not because Salesforce lacks capability — it has more capability than any organisation will ever use — but because the implementation was designed around what Salesforce can do rather than around how your sales team actually sells, how your service agents actually resolve cases, how your marketing team actually operates campaigns, and how your data actually flows between systems. The result is a CRM that users work around rather than with: deal stages that do not match the real sales process, dashboards that nobody trusts, automation that fires at the wrong time, and integrations that sync data in one direction but not the other. SourceMash's Salesforce CRM practice builds Salesforce implementations that fit your business — designed from the process out, not from the feature catalogue in.
Every Salesforce Cloud. One Accountable Partner.
SourceMash holds certifications across the full Salesforce platform — from Sales Cloud and Service Cloud for core CRM functionality, to Marketing Cloud and Pardot for marketing automation, Einstein AI for AI-augmented CRM, MuleSoft for enterprise integration, Experience Cloud for customer and partner portals, CPQ for configure-price-quote automation, and the industry-specific clouds (Health Cloud, Financial Services Cloud, Manufacturing Cloud) that encode Salesforce's domain expertise for regulated and complex industries.
We are a Salesforce implementation partner — not a generalist systems integrator that treats Salesforce as one of twenty platforms it nominally supports. Our team includes Salesforce-certified Architects, Developers, Administrators, and Business Analysts who work exclusively on the Salesforce platform and bring the depth of specialisation that complex, multi-cloud enterprise Salesforce implementations require.
Salesforce Cloud Products We Implement
Certifications Held by Our Team
Salesforce Implementation & Configuration
A Salesforce implementation that is designed correctly from the start — process mapped before a single field is configured, data model architected before a single object is created, user adoption planned before the go-live date is set — is a fundamentally different product from an implementation that starts with Salesforce configuration and expects the business to adapt to it. SourceMash's implementation methodology is process-first: we spend the first phase of every engagement mapping the actual sales, service, and marketing processes that Salesforce needs to support — not the processes as they appear on an org chart or a consultant's template, but the real processes as your best salespeople, your most experienced service agents, and your most productive marketers actually execute them every day.
We implement Salesforce across the full Sales Cloud and Service Cloud capability set — from lead management, opportunity tracking, and forecasting for sales teams through case management, knowledge articles, omnichannel routing, and SLA enforcement for service teams. We configure Salesforce to match your actual sales process — your specific deal stages with the right entry and exit criteria, your actual qualification methodology (MEDDIC, BANT, Challenger, or your own), your real forecasting categories, and your specific territory structure — rather than the out-of-box Salesforce defaults that nobody outside a demo actually uses.
Our Implementation Methodology
A proven six-phase delivery process — designed to deliver a Salesforce org that your team actually uses from day one
Discovery & Process Mapping
Deep‑dive workshops with sales leaders, service managers, and end users to map actual processes — not aspirational processes — and identify the specific Salesforce configuration required to support each process stage, exception case, and reporting requirement.
Solution Design & Architecture
Data model design, object and field architecture, automation logic, integration points, security model (profiles, roles, sharing rules), and release management strategy documented before configuration begins — reviewed and signed off by stakeholders.
Agile Build & Demo Sprints
Configuration and development delivered in 2‑week sprints, with a working Salesforce demo at the end of each sprint so stakeholders can interact within a sandbox — catching issues early rather than during UAT three weeks before go-live..
Data Migration & UAT
Data cleansing, mapping, and migration from your existing CRM, ERP, or spreadsheets, with full data quality audit and validation scripts confirming every record has migrated correctly. Structured UAT with real users against real business scenarios.
Implementation Scope — What We Configure
The full configuration scope of a Sales Cloud and Service Cloud implementation
Lead & Opportunity Management
Lead source tracking and routing, custom qualification stages matched to your sales methodology, opportunity record types by product line or segment, probability and stage guidance, competitive tracking, win/loss analysis fields, and primary and secondary contact role configuration aligned to your actual buying committee structure.
Forecasting & Pipeline Analytics
Collaborative forecasting configuration with custom forecast categories aligned to your business, territory-based forecast hierarchies, commit vs. best case vs. pipeline views, AI-powered forecast prediction (Einstein), and pipeline dashboards that give sales leadership the inspection tools to call their number with confidence.
Case Management & Routing
Case creation from email, web form, phone, chat, and social channels; assignment rules and queues; escalation rules and SLA enforcement with automated breach alerts; case routing by skill, product, tier, or territory; and supervisor dashboards showing real-time case queue status and agent performance across all channels.
Knowledge Base & Self-Service
Knowledge article creation, review, and publishing workflows; article types and templates matched to your knowledge taxonomy; agent-facing knowledge suggestions embedded in case resolution flow; customer-facing self-service portal integration; article effectiveness tracking; and search relevance tuning to ensure agents and customers find the right article at the first attempt.
Process Automation (Flow & Apex)
Business process automation using Salesforce Flow (screen flows, record-triggered flows, scheduled flows) and Apex where Flow does not provide sufficient control — covering lead assignment, opportunity stage gates, approval processes, SLA management, quote generation triggers, and the complex business rules that drive your specific operational workflows.
Reports, Dashboards & Analytics
Role-specific dashboard sets for sales reps, sales managers, sales operations, service agents, service managers, and executives — built to answer the specific inspection and management questions each role actually asks, with scheduled report subscriptions, dynamic dashboards with running user context, and Einstein Analytics for deeper exploration.
Salesforce Customisation & Custom Development
Salesforce's declarative configuration capabilities — Flow, validation rules, formula fields, approval processes, record types — cover the requirements of the majority of CRM use cases without a line of code. But complex business requirements — multi-step approval hierarchies with conditional logic that Flow cannot express, high-volume batch processing that requires Apex to meet governor limits, complex custom Lightning Web Components that need to match your brand design system exactly, or external system integrations that require real-time callout handling — require Apex development, Lightning Web Component development, and Visualforce where appropriate to deliver the specific functionality your business needs.
SourceMash's development team builds custom Salesforce solutions to the same engineering standards we apply to any other software project: code reviewed in pull requests, unit-tested with minimum 85% code coverage, documented with in-code comments and external API documentation, deployed through change sets or CI/CD pipelines with environment promotion through sandbox to production, and built with governor limits, security, and scalability in mind from the first line. We have never delivered a Salesforce org that failed a security review or a release that failed governor limits in production — because we build to those constraints from the start rather than discovering them in production.
Development Triggers, classes, Batch, Queueable
Components Custom UI components, AppExchange
Flow Screen, record-triggered, scheduled
Coverage 85%+ on all custom code
Method CI/CD (Salesforce DX + GitHub)
Support Managed packages, security review
Custom Development Capabilities
Production-grade Salesforce custom development — built to governor limits, security reviewed, and tested to enterprise engineering standards
Apex Development — Triggers, Classes & Batch Processing
Custom Apex trigger handlers (using the trigger framework pattern to prevent duplicate execution), Apex classes for complex business logic, Batch Apex for high‑volume data processing within governor limits, Queueable Apex for asynchronous processing, and Schedule Apex for time‑based operations. All Apex written with bulkification, governor limit awareness, and comprehensive unit test coverage as non‑negotiable standards — not afterthoughts.
Lightning Web Components (LWC) & Custom UI
Custom Lightning Web Components that extend Salesforce's native UI capabilities — complex data grids, custom record edit forms with conditional field display, embedded third‑party widgets, custom list views with bulk action capabilities, and brand‑aligned components that match your organisation's design system while conforming to the Lightning Design System accessibility standards. Including App Builder integration and custom property editors.
Salesforce Flow & Process Automation
Complex process automation built in Salesforce Flow — multi‑step approval processes with conditional routing, screen flows for guided data entry with validation, record‑triggered flows for real‑time automation, scheduled flows for batch operations, and sub‑flows for reusable automation logic. When Flow reaches its limits, we design the handoff between declarative Flow and Apex‑invocable actions to give you the best of both approaches.
Security Architecture & Salesforce DX
Salesforce security model design — profiles vs. permission sets (migrating legacy profile‑heavy orgs to permission set architecture), field‑level security, record‑level security (OWD, roles, sharing rules, manual sharing, Apex managed sharing), and encrypted field configuration. CI/CD pipeline setup using Salesforce DX and GitHub Actions for sandbox‑to‑production deployment with automated testing gates that prevent security and quality regressions from reaching production.
AppExchange Package Development
Managed package development for organisations building Salesforce products for distribution on the AppExchange — covering managed package architecture, namespace design, subscriber org compatibility, licence management, upgrade path design, and security review preparation. Including the technical documentation and test coverage requirements that AppExchange security review demands.
Org Health Assessment & Technical Debt Remediation
Comprehensive technical assessment of existing Salesforce orgs — identifying unused fields and objects consuming data storage, automation conflicts between legacy workflow rules and newer Flow automation, Apex code approaching governor limits under high load, outdated API versions creating security risk, and security model weaknesses creating data access risks. Paired with a prioritised remediation roadmap.
Salesforce Integration & MuleSoft
A Salesforce CRM that is not integrated with your ERP, your marketing automation platform, your e-commerce system, your accounting software, and your customer service channels is not a CRM — it is a sophisticated spreadsheet. Sales reps who must manually enter order information from the ERP into Salesforce after a deal closes, service agents who must toggle between Salesforce and a legacy system to see a customer's full history, and marketing teams who must manually export and import contact lists between Salesforce and their email platform — these are signs of an integration-poor Salesforce implementation that creates data duplication, creates opportunities for data divergence, and creates process friction that drives user adoption down.
SourceMash builds Salesforce integrations using the right tool for each integration requirement — MuleSoft Anypoint Platform for complex enterprise integration landscapes where a dedicated integration platform is justified by the number and complexity of integrations, Salesforce-native outbound messaging and REST callouts for simpler point-to-point integrations, Salesforce Connect for real-time OData-based external object access, and pre-built connectors from the AppExchange where they cover the requirement reliably. We are MuleSoft certified and have delivered integrations between Salesforce and SAP, Oracle, Tally, NetSuite, Shopify, WooCommerce, Razorpay, Stripe, HubSpot, Zendesk, ServiceNow, and dozens of bespoke legacy systems.
Platform MuleSoft, Salesforce-native, custom
Patterns Real-time, batch, event-driven
Connectors 30+ source systems
Transformation DataWeave / custom Apex
Observability Anypoint monitoring + alerts
Systems We Integrate with Salesforce
Pre-built connectors and proven integration patterns for 30+ enterprise source systems
Integration Patterns We Implemen
Selecting the right integration architecture for each use case — not defaulting to one pattern for every requirement
Real-Time API Integration
Synchronous REST or SOAP callouts from Salesforce to external systems triggered by record changes — credit check APIs during lead conversion, inventory availability APIs during opportunity line item addition, and pricing APIs during quote generation. Implemented with appropriate timeout handling, retry logic, and error state management so API failures degrade gracefully rather than blocking business processes.
Event-Driven Integration (Platform Events)
Salesforce Platform Events and Change Data Capture for event-driven integration architecture — Salesforce publishing events to external consumers (order placed, case closed, opportunity won) and external systems publishing events into Salesforce (payment received, shipment dispatched, ERP inventory updated) without tight coupling between systems. Includes event replay for fault-tolerant integration.
Batch Data Synchronisation
Scheduled batch integration for high-volume data synchronisation that does not require real-time latency — nightly account and contact sync from ERP to Salesforce, daily order history import for service agents, weekly financial data update for sales forecasting. Built with idempotent record processing, duplicate detection, and delta sync to minimise data volumes processed in each batch run.
Salesforce Connect (External Objects)
Real-time read access to external system data directly within Salesforce record pages — without copying the data into Salesforce storage — using OData adapters or custom Apex adapters. Ideal for large ERP datasets (transaction history, purchase orders, invoices) that would be prohibitively expensive to store in Salesforce but that service and sales teams need to see in context during customer interactions.
MuleSoft Anypoint Platform
Enterprise integration platform design and implementation for organisations with complex, multi-system integration requirements — the API-led connectivity approach (System APIs, Process APIs, Experience APIs) that creates reusable integration assets, decouples systems for independent evolution, and provides full integration observability through Anypoint Monitoring. Certified MuleSoft developers on staff.
Integration Security & Error Handling
Named credential management for secure external callout authentication, OAuth 2.0 flows for user-context API calls, certificate-based mutual TLS for high-security integrations, and comprehensive error handling with dead-letter queue processing for failed events — so integration failures are never silently swallowed and always produce an alertable, auditable record of what failed and why.
Einstein AI, Einstein 1 & Salesforce Analytics
Salesforce Einstein represents the most practical AI implementation path for most CRM users — not because it is the most powerful AI available, but because it is embedded directly in the CRM where your sales and service teams already work, trained on your existing Salesforce data without requiring a separate data science team, and designed to surface insights and predictions in the specific workflow moments where they can influence the next action. Einstein Lead Scoring that tells a sales rep which leads in their queue are most likely to convert today, Einstein Opportunity Insights that flags which deals are showing engagement decline signals, Einstein Article Recommendations that surfaces the right knowledge article as a service agent types their case notes — these are AI capabilities that add value immediately without requiring your organisation to build AI infrastructure from scratch.
Beyond native Einstein, Salesforce's Einstein 1 platform and Data Cloud enable organisations to bring their own AI models and external data into the Salesforce interface — embedding ML model predictions from external systems as native Salesforce fields, using Prompt Builder to create custom LLM-powered automations within Salesforce workflows, and using Agentforce to build AI agents that operate within the Salesforce context. SourceMash configures, customises, and extends the full Einstein AI capability stack — from native Einstein features that require configuration and tuning, through Einstein Analytics for embedded BI, to custom Agentforce agents and Prompt Builder templates for generative AI use cases.
Scoring Configured + tuned for your data
Forecasting AI-powered pipeline prediction
Service Case classification + article rec.
CRM Analytics Custom dashboards + predictions
Agents Custom AI agent design + build
Einstein AI Use Cases We Activate
AI embedded in the CRM workflows where your team actually works — not in a separate analytics tool they have to remember to open
Einstein Lead & Contact Scoring
ML-powered lead quality scores trained on your historical conversion data — predicting which inbound leads are most likely to convert to opportunities, displayed inline in the lead list view so sales reps prioritise the leads most likely to move. Includes score reason factors that explain what is driving each lead's score and recommended next actions for high-score leads.
Einstein Opportunity Insights
Pattern recognition across historical won and lost deals to identify which active opportunities show engagement signals consistent with deals that closed — and which show risk signals consistent with deals that were lost. Surfaced as inline insights on the opportunity record with specific risk factors (no contact in 14 days, competitor mentioned, decision timeline slipped) that sales reps and managers can act on.
Einstein Forecasting
AI-powered forecast predictions that supplement and challenge sales manager commit calls — using historical pipeline behaviour, seasonal patterns, rep-level performance characteristics, and deal progression signals to generate an independent forecast that highlights where the manager-submitted forecast may be optimistic or conservative. Particularly valuable for new managers without enough historical context to call their number confidently.
Einstein Case Classification & Routing
Automatic classification of incoming cases by type, product, priority, and sentiment — without requiring service agents to manually triage. Combined with Einstein Article Recommendations that surfaces the three most relevant knowledge articles based on the case description as soon as the case is created — reducing average handle time by enabling agents to find resolution guidance faster than free-text search.
Agentforce Custom AI Agents
Custom Agentforce AI agents built on the Salesforce Einstein 1 platform — autonomous AI agents that can handle customer service queries end-to-end, qualify incoming leads before human sales engagement, draft proposal follow-up emails based on opportunity context, and perform internal operations (data entry, record updates, report generation) on behalf of sales and service team members within defined guardrails.
CRM Analytics (Einstein Analytics)
Advanced embedded analytics dashboards built in CRM Analytics — pipeline health scorecards with drill-down to individual rep and territory performance, service performance dashboards with cohort analysis, customer health scoring dashboards that combine CRM activity, support history, and NPS data into a composite health indicator visible in every account record.
CRM Migration & Salesforce Org Rescue
Two of the most common situations in which organisations reach out to SourceMash are: first, a migration from a legacy CRM (HubSpot, Zoho, Microsoft Dynamics, SugarCRM, spreadsheets) to Salesforce, where the primary risk is data quality loss or data mapping errors that corrupt the historical customer record in the new system; and second, an existing Salesforce org that has accumulated years of technical debt — unmaintained automation, duplicate record problems, a security model that nobody fully understands, customisations that conflict with each other, and an org structure that was designed for a previous version of the business and no longer reflects how the company operates. Both situations are recoverable with the right diagnostic approach and the discipline to address root causes rather than symptoms.
For CRM migrations, our methodology prioritises data quality before data volume — we audit and clean the source data before migration, design a field mapping that preserves the intent of each historical data point rather than forcing it into the wrong Salesforce field, and run parallel validation that confirms every migrated record has been correctly transformed before the old system is decommissioned. For org rescue engagements, we start with a comprehensive technical health assessment that identifies every meaningful technical debt item, quantifies its risk or cost, and produces a prioritised remediation roadmap that addresses critical issues first and defers lower-risk items to planned maintenance windows.
Migrated From HubSpot, Dynamics, Zoho, Sugar, SAP
migration) Duplicate, quality, completeness
Validation 100% record-level validation scripts
Cutover ✓ Available for all migrations
Assessment 200+ point technical checklist
Timeline 4–16 weeks (scope-dependent)
Migration & Rescue Services
From legacy CRM migration to technical debt remediation — getting your Salesforce org to where it should be
Legacy CRM to Salesforce Migration
Full migration from HubSpot, Microsoft Dynamics 365, Zoho CRM, SugarCRM, Pipedrive, or any other CRM to Salesforce — covering pre‑migration data audit and cleansing, field mapping design, custom migration scripts for complex transformations, iterative migration testing in sandbox environments, production cutover with rollback plan, and post‑migration validation that confirms every record has migrated correctly and completely.
Spreadsheet & Legacy System Migration
Data migration from Excel/Google Sheets, Access databases, legacy homegrown CRM systems, and ERP contact modules into Salesforce — with particular attention to the data quality challenges (inconsistent formats, missing data, merged cells, multiple contact records for the same company) that are endemic in spreadsheet-based customer data management and require significant pre‑migration cleansing before they can be loaded.
Salesforce Org Health Assessment
Comprehensive 200+ point technical audit of existing Salesforce orgs — evaluating automation logic conflicts, governor limit risks, security model weaknesses, data model design issues, code quality and test coverage, integration reliability, unused customisations consuming storage, and duplicate data prevalence. Produces a prioritised remediation roadmap with effort estimates and risk ratings for each identified issue.
Duplicate Data Management & Deduplication
Analysis of duplicate account, contact, and lead records — identifying the root cause of duplication (missing matching rules, multiple integration sources creating parallel records, legacy data quality issues), implementing Salesforce duplicate management rules and matching rules to prevent future duplicates, and executing a controlled deduplication of existing duplicate records using manual review queues for ambiguous merges.
Automation Cleanup & Modernisation
Audit and rationalisation of legacy automation — migrating deprecated Workflow Rules and Process Builder automations to Salesforce Flow (as required by Salesforce’s end‑of‑life timeline for legacy automation tools), resolving automation conflicts where multiple rules fire on the same record and produce unintended interactions, and documenting the final automation state so future administrators understand what each automation does and why.
Security Model Remediation
Audit and redesign of the Salesforce security model for orgs where the profile and role hierarchy has become complex, contradictory, or misaligned with current data access requirements — including migration from legacy profile-based access control to the modern permission set and permission set group architecture that Salesforce now recommends, and resolution of OWD and sharing rule configurations that are providing unintended data access or blocking legitimate access.
Salesforce Managed Support & Administration
A Salesforce org is not a project with a go-live date after which it is complete — it is a living system that requires ongoing administration, enhancement, and support to remain aligned with the business as the sales process evolves, as products change, as new integrations are required, and as Salesforce releases three major platform updates per year that introduce new features your business should evaluate and new configurations you may need to update to avoid deprecated functionality breaking your automation. Organisations that lack a dedicated Salesforce Administrator either let the org stagnate into misalignment with the business, make unmanaged changes that create regression issues, or attempt to maintain their Salesforce org as a secondary responsibility for an IT generalist who does not have the platform depth to manage it safely.
SourceMash's Salesforce Managed Support service provides organisations with dedicated Salesforce expertise on a monthly retainer basis — a named SourceMash Salesforce resource who knows your org, attends your relevant stakeholder meetings, manages your configuration backlog, handles your user support tickets, monitors for system issues, and advises on Salesforce's three annual releases to identify enhancements your organisation should adopt. Available at three service tiers calibrated to the size and complexity of your Salesforce footprint, from startup-scale administration-only support through to enterprise-scale managed services covering administration, development, and integration support.
Essentials Admin support, user queries, releases
Professional Admin + Dev + enhancements backlog
Enterprise Admin + Dev + Integrations + BI
issues) < 4 hours business day
Manager ✓ Dedicated point of contact
Reviews 3x per year (Spring/Summer/Winter)
What Managed Support Covers
The ongoing Salesforce administration, development, and strategic advisory services included in our managed support retainers
Salesforce for Your Industry.
Salesforce's industry cloud products encode years of best practice for specific sectors. We implement and customise these industry solutions — and extend them with our own industry-specific configuration patterns — so your Salesforce org reflects how business actually works in your sector, not a generic CRM design.
- Household and financial account relationship modelling
- Lead-to-loan origination pipeline management
- Referral management and banker collaboration
- Complaint management and RBI regulatory tracking
- Relationship manager (RM) activity and NTB tracking
- NPA alert management and collections workflow
- Patient 360 view with care timeline and clinical history
- Care plan management and care team coordination
- Referral management between providers and specialists
- Prior authorisation tracking and payer integration
- Pharmaceutical rep field force management
- HIPAA-compliant data handling and access control
- Sales agreement and run-rate revenue management
- Dealer and distributor channel partner management
- Service contract lifecycle and warranty management
- Field service and scheduled preventive maintenance
- Order-to-cash integration with ERP (SAP, Oracle)
- Product configuration with CPQ for complex BOMs
- Customer 360 unifying online and in-store behaviour
- Personalised journey automation with Journey Builder
- Loyalty programme management and tier tracking
- Abandoned cart and browse abandonment campaigns
- Retail store performance and associate dashboards
- Shopify / WooCommerce integration for unified CX
- Subscription and recurring revenue opportunity management
- Product catalogue and pricing CPQ for SaaS packaging
- Renewal management and customer health scoring
- SDR-AE handoff and BDR pipeline management
- Customer success integration with account health signals
- Partner portal for channel and reseller management
- Meter reading, billing query, and outage case management
- Field service scheduling and mobile technician dispatch
- Asset (transformer, meter) lifecycle management
- Regulatory complaint tracking and DISCOM SLA monitoring
- Commercial and industrial B2B account management
- IoT-triggered service case creation for smart meters
Salesforce Products & AppExchange Tools We Work With
We work across the full Salesforce platform and ecosystem — from core CRM clouds through Einstein AI and MuleSoft, to the AppExchange products that extend Salesforce functionality for specific requirements.
What Our Clients Say
We had been using Salesforce for four years but had accumulated so much technical debt — conflicting automation from two previous implementations, a data model that no longer matched our sales process, duplicate accounts everywhere, and dashboards that nobody trusted — that our sales team had effectively stopped using it and gone back to spreadsheets. SourceMash's org rescue engagement diagnosed every issue systematically, cleaned the data, rewrote the automation, redesigned the dashboards around what our sales managers actually need to see, and rebuilt user trust in the system. Salesforce adoption went from 40% to 91% within eight weeks of completion. It finally works the way our sales process actually works.
The Financial Services Cloud implementation SourceMash delivered has transformed how our relationship managers work with customers. Every RM now walks into a customer meeting with a complete 360-degree view — relationship history, products held, recent interactions, referrals outstanding, and Einstein-generated cross-sell propensity scores — in a single screen that replaces what used to be three separate systems. Cross-sell conversion is up 22%, RM productivity is up 35%, and our lead-to-loan cycle is four weeks shorter. The SAP integration was delivered on time and zero-downtime, which I was not expecting after previous integration experiences with other partners.
Before the CPQ and SAP integration, our sales team was spending two to three days on every quote — chasing pricing approvals by email, manually entering product configurations into SAP after the quote was accepted, and re-entering order details twice because Salesforce and SAP did not talk to each other. SourceMash's CPQ implementation and MuleSoft integration eliminated all of that. Quotes now take four hours. The order flows into SAP automatically. Our sales team is spending the time they saved on pipeline development, and our deal close rate has improved because faster quotes mean fewer deals that go cold while we prepare paperwork.
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Perspectives, research, and practical guidance from our enterprise technology experts.
