Programs carried through over time

Three engagements that show how Naayo works: understand the context, structure the architecture, deliver, then hand control back to the teams.

Out of respect for our clients' confidentiality, these case studies are anonymized and outcomes are described in qualitative terms.

Energy CRM transformation

Taking over and realigning a Salesforce program initially delivered by an external integrator, for a company in the energy sector.

Energy
Salesforce architecture
CRM transformation
Integrations

Context

A company in the energy sector had entrusted its Salesforce implementation to an external integrator. At delivery, significant gaps separated business expectations from the actual implementation: a data model detached from the processes, incomplete scope, fragile integrations.

The company wanted to regain control of its platform and turn it into a durable foundation for its customer relationships, rather than starting over.

Engagement

Full audit of the existing implementation: data model, automations, code, integrations
Workshops with business teams to realign actual needs with the solution
Redesign of the data model around the sector's business objects: contracts, delivery sites, consents
Hardening and rationalization of the integrations with the information system
A prioritized roadmap, shared between IT and business leadership
Supported hiring and onboarding of in-house developers

Impact

A platform consistent with the real business processes
An architecture that is simpler to maintain and evolve
A long-term vision shared by IT and business leadership
An in-house team autonomous on day-to-day changes

Service Cloud in healthcare

Structuring and implementing a customer service platform on Service Cloud for a pharmaceutical group.

Pharmaceuticals
Service Cloud
Architecture
Adoption

Context

A pharmaceutical group handled customer requests with loosely formalized processes and scattered tools. The sector's traceability requirements made this untenable as the business grew.

The need: a single service platform — structured, auditable, and genuinely adopted by the teams.

Engagement

Formalization of handling processes with the customer service and quality teams
Program scoping and design of the Service Cloud architecture
Modeling of request types, work queues and routing rules
Implementation combining declarative automation (Flow) and custom development (Apex, Lightning Web Components)
Adoption support: training, post-launch adjustments, knowledge transfer

Impact

Simplified, explicit and shared service processes
Strong adoption by the customer service teams
Traceability in line with the sector's requirements
A platform that is easier to maintain and evolve

Customer portal on Experience Cloud

Design of a customer portal exposing the key customer-relationship functions of an energy company, in self-service.

Energy
Experience Cloud
Customer portal
Integrations

Context

A company in the energy sector handled most routine requests by phone and email. The required data already lived in Salesforce, but customers had no direct access to it.

The goal: open a self-service customer area, faithful to internal processes and without duplicating CRM data.

Engagement

Design of the portal on Experience Cloud, Salesforce's customer portal
Online consent management, collected and recorded in the CRM
Viewing and managing delivery sites and their associated contracts
Submitting and tracking customer requests, routed to the internal teams
Access to invoices and account status
Secure self-service journeys aligned with the CRM's access rights

Impact

Customers autonomous on their routine requests
Customer service refocused on high-value requests
A digital channel consistent with the CRM's data of record
A reusable foundation for future portal evolutions

Your program deserves the same care

Taking over an existing platform, building a new one, or opening a customer portal: let's discuss your context and what a solid architecture can change.

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