Case study · Consulting · Salesforce
Greenfinch Global Consulting Moved Scattered Client Data into One Salesforce View
Greenfinch Global Consulting helps enterprise clients through complex digital transformation programs. Internally, client data was scattered, support requests came in through manual channels, approvals needed chasing and clients could not self-serve.
- One view of every client
- Approvals complete in hours, not days
- Client self-service portal
The Challenge
For a firm that advises clients on digital transformation, the gap between Greenfinch's internal capability and its external positioning was a real operational problem, and it was getting harder to ignore as the business grew.
Client Data Spread Across Disconnected Systems
Client relationships, engagement history and support interactions sat in multiple systems, none of them connected. Account managers had no complete view of any client. Leadership could not report on client health without pulling data from separate tools by hand, so decisions were made on incomplete information.
Project Delivery Salesforce Could Not See
Greenfinch ran project delivery in Rocketlane, and Salesforce had no visibility into it. Account managers could not see project status from the CRM, and project teams could not see client relationship context in Rocketlane. Two teams worked in two unconnected tools, a visibility gap that leads to misaligned client conversations.
Slow, Manual Support
Cases were managed through emails, spreadsheets and ad hoc tracking. There was no consistent routing, no SLA visibility and no way to see where a client issue stood at any moment. Resolution times suffered, and so did client confidence.
No Client Self-Service
Every status update request, document query and support ticket needed a Greenfinch team member to respond manually. There was no portal and no way for clients to check anything without getting in touch. For a growing consulting business, that model does not scale.
Approvals That Needed Chasing
Complex approvals that ran through multiple stakeholders with conditional logic were handled manually. Steps were missed, and bottlenecks formed at the same points every time. The process relied on people following up rather than the system enforcing each step.
The Solution
HabileLabs implemented a multi-cloud Salesforce environment covering the full client lifecycle, from first opportunity through active engagement to ongoing support, and connected it to the project management system Greenfinch already used.
Sales Cloud: The Client Relationship Foundation
- Lead and Opportunity Management: A complete lead-to-close pipeline in Salesforce. Every opportunity is tracked, staged and reported from first contact to engagement confirmation.
- Account and Contact Management: One record per client, holding relationship history, engagement log, contact hierarchy and support history. Account managers no longer switch tools to get the full picture.
- Pipeline Tracking and Forecasting: Real-time pipeline visibility and forecast reports give leadership a reliable, current view of the business they did not have before, without anyone updating a spreadsheet by hand.
Service Cloud: The Support Backbone
- Case Management and Routing: Cases route automatically to the right team by type, priority and client tier. Manual triage ended, and cases no longer fall through the cracks because nobody knows whose queue they are in.
- Entitlements and SLA Management: SLA rules apply at case level. The system knows when a case is nearing breach and escalates before the client notices. For the first time, Greenfinch could measure and report on support performance.
- Knowledge Base: A structured knowledge base helps agents resolve cases faster, and clients can reach it through the Experience Cloud portal without contacting support.
- Escalation Rules: Cases that stall or exceed thresholds escalate automatically, bringing in the right person at the right time without anyone having to flag it.
Experience Cloud: The Client-Facing Layer
- Branded Client Portal: A Greenfinch-branded Experience Cloud portal, scoped so each client sees only their own data. For many clients, the first thing they see after logging in is the status of everything they care about.
- Self-Service Case Logging: Clients log support requests directly in the portal. Cases land in Service Cloud and are routed and tracked from submission. Inbound email to the support team dropped.
- Knowledge Article Access: Clients can search the knowledge base before opening a case, so common questions are answered without the team getting involved.
Automation and Integrations: The Operational Layer
- Flow-Based Process Automation: Salesforce Flows replaced the manual steps in Greenfinch's approval and escalation processes. Workflows that ran on email chains and follow-ups now run automatically, with each step triggering the next action.
- Approval Processes: Multi-stakeholder approvals built with conditional logic. Steps cannot be skipped and bottlenecks are visible. Approvals that took days because someone missed an email now complete in hours.
- Rocketlane Integration: A live connection between Rocketlane and Salesforce puts project status inside the CRM and client relationship context inside Rocketlane. Account managers and project teams now work from the same information.
Technology Stack
Primary CRM
Salesforce Sales Cloud
Service Platform
Salesforce Service Cloud
Client Portal
Salesforce Experience Cloud
Integration
Rocketlane, Custom API Integrations
Custom Development
Apex, Lightning Web Components, Salesforce Flows
Business Impact
One View of Every Client
Sales Cloud brings account management, engagement history and support records together. Account managers see the full picture without switching tools.
Support at a Defined Speed
SLA enforcement and automated routing replaced manual triage. Cases are tracked, escalated and resolved to a standard Greenfinch can measure and report on.
Client Self-Service
The Experience Cloud portal lets clients log cases, check status and search the knowledge base without contacting the support team. Inbound manual requests dropped.
Approvals Run on Logic, Not Email
Flow-based automation and structured approval processes replaced the manual chains. Steps complete faster, and the bottlenecks that formed in the same places every time are gone.
Project and CRM Data Together
With the Rocketlane integration, project status is visible inside Salesforce and client context is visible inside Rocketlane. Both teams work from one picture.
A Platform Built for a Growing Consultancy
Sales, Service and Experience Cloud manage the full client lifecycle in one place, with room to scale as Greenfinch grows.
Why Greenfinch Chose HabileLabs
One partner for every cloud
HabileLabs delivered Sales, Service and Experience Cloud as a single partner, instead of separate specialists for each cloud.
Integration context
The Rocketlane integration needed an understanding of both the Salesforce data model and the project management context. HabileLabs connected the two so each side of the business sees what it needs without changing how either tool works.
Custom development
Custom Apex and LWC development built the portal and workflows around how Greenfinch operates, rather than configuring a template and leaving the client to work around it.
One team throughout
Under HabileLabs' no-moonlighting, no-shadowing policy, the team that scoped the engagement built it. Greenfinch worked with the same people from first call to go-live.
Conclusion
Planning something similar?
Greenfinch had outgrown its tools: client data was scattered, support was slow, clients could not help themselves, and Salesforce could not see project delivery. It now runs a unified Salesforce environment where account managers see the full client picture, support cases follow a defined process, clients self-serve, approvals complete without chasing, and the project delivery team is connected to the CRM for the first time.