Siloed Data to One-View: How Greenfinch Consolidated Scattered Customer Data for Better Operational Efficiency
Greenfinch Global Consulting works at the intersection of strategy and delivery, helping enterprise clients through complex digital transformation programmes. Client data was scattered. Support requests came in through manual channels. Approval workflows required someone to physically chase an email. Project visibility depended on which tool you happened to check. And clients had no way to self-serve every status update, every case, every query had to go through the Greenfinch team.
The business needed a Salesforce environment that reflected how it actually operates. HabileLabs built it.
The Challenges
For a consulting firm that advises clients on digital transformation, the gap between Greenfinch's internal capability and its external positioning was a real operational problem, and one that was getting harder to ignore as the business grew.
Client data that lived everywhere except one place
Greenfinch's client relationships, engagement history, and support interactions were spread across multiple systems, none of them connected. Account managers did not have a complete view of any client. Leadership could not report on client health without manually pulling data from separate tools. Decisions were made on incomplete information.
Project management that Salesforce could not see
Greenfinch used RocketLane for project delivery. Salesforce had no visibility into it. Account managers could not see project status from the CRM. Project teams could not see client relationship context from RocketLane. Two teams, two tools, zero connection, the kind of visibility gap that creates misaligned client conversations.
Support that moved too slowly
Case management was handled through manual processes, emails, spreadsheets, ad hoc tracking. There was no consistent routing, no SLA visibility, and no way to know at any given moment where a client issue stood. Resolution times suffered. So did client confidence.
Clients who could not help themselves
Every status update request, every document query, every support ticket required a member of the Greenfinch team to respond manually. There was no portal, no self-service option, no way for clients to check anything without making contact. For a growing consulting business, that model does not scale.
Approvals that required chasing
Complex approval workflows, the kind that run through multiple stakeholders with conditional logic, were handled manually. Steps got missed. Bottlenecks formed at the same points every time. The process existed, but it ran on people following up rather than the system enforcing the steps.
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 infrastructure Greenfinch already had in place.
Sales Cloud, the client relationship foundation
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Lead and Opportunity Management: A complete lead-to-close pipeline in Salesforce. Every opportunity tracked, staged, and reported from first contact through engagement confirmation.
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Account and Contact Management: A single record for every client, relationship history, engagement log, contact hierarchy, and support history all in one place. Account managers stopped switching tools to get a complete picture.
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Pipeline Tracking and Forecasting: Real-time pipeline visibility and forecast reporting. Leadership got a view of the business they had not had before, reliable, current, and not dependent on someone manually updating a spreadsheet.
Service Cloud, Support Backbone
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Case Management and Routing: Cases are automatically routed to the right team based on type, priority, and client tier. No more manual triage. No more cases fell between the cracks because nobody knew whose queue they were in.
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Entitlements and SLA Management: SLA rules enforced at the case level. The system knew when a case was approaching breach and escalated before the client noticed. Greenfinch could measure and report on support performance for the first time.
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Knowledge Base: A structured knowledge base that agents could use to resolve cases faster, and that clients could access through the Experience Cloud portal without contacting support at all.
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Escalation Rules: Automated escalation paths for cases that stall or exceed thresholds. The right person got involved at the right time without anyone having to remember to flag it.
Experience Cloud, the client-facing layer
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Branded Client Portal: A portal built on Experience Cloud, Greenfinch-branded, clean, and scoped so each client sees only their own data. The first thing many clients see when they log in is the status of everything they care about.
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Self-Service Case Logging: Clients log support requests directly in the portal. Cases land in Service Cloud, routed and tracked from the moment they are submitted. The volume of inbound emails to the support team dropped.
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Knowledge of Article Access: Clients can search the knowledge base before they open a case. Common questions get answered without requiring any team involvement.
Automation and Integrations, the operational layer
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Flow-Based Process Automation: Salesforce Flows replaced the manual steps in Greenfinch's approval and escalation processes. The workflows that previously ran on email chains and people chasing each other now run automatically; the right step triggers the right action without anyone managing it.
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Approval Processes: Multi-stakeholder approval workflows built with conditional logic. Steps cannot be skipped. Bottlenecks are visible. Approvals that used to take days because someone did not see an email now complete in hours.
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RocketLane Integration: A live connection between RocketLane and Salesforce. Project status visible inside the CRM. Client relationship context visible inside RocketLane. Account managers and project teams stopped operating in separate information environments.
Technology Stack
| Primary CRM | Service Platform | Client Portal | Integration | Custom Development |
|---|---|---|---|---|
| Salesforce Sales Cloud | Salesforce Service Cloud | Salesforce Experience Cloud | RocketLane, Custom API Integrations | Apex, Lightning Web Components, Salesforce Flows |
Business Impact
One view of every client
Sales Cloud unified account management, engagement history, and support records. Account managers see the full picture without switching tools.
Support that moves 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.
Clients who can self-serve
The Experience Cloud portal lets clients log cases, check status, and access the knowledge base without contacting the support team. Inbound manual requests dropped.
Approvals that 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 in the same room
The RocketLane integration means project status is visible inside Salesforce and client context is visible inside RocketLane. Two teams, one picture.
A platform built for a growing consulting business
Multi-cloud architecture across Sales, Service, and Experience Cloud, the full client lifecycle managed in one place, with the flexibility to scale as Greenfinch grows.
Why Greenfinch Chose HabileLabs?
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HabileLabs delivered multi-cloud Salesforce across Sales, Service, and Experience, a single partner for the full scope rather than separate specialists for each cloud.
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The RocketLane integration required understanding both the Salesforce data model and the project management context. HabileLabs built the connection so both sides of the business could see what they needed without changing how either tool works.
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Custom Apex and LWC development meant the portal and the workflows were built to match how Greenfinch operates, not configured to fit a template and left for the client to work around.
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HabileLabs' no-moonlighting, no-shadowing policy meant the team that scoped the engagement was the team that built it. Greenfinch dealt with the same people from first call to go-live.
We build the Salesforce environment that reflects how a consulting business actually runs, not a generic CRM dressed up with the right logo.
The Conclusion
Greenfinch came to HabileLabs with a business that had outgrown the tools it was running on. Client data scattered, support moving too slowly, clients with no way to help themselves, and a project management system that Salesforce could not see. What they have now is a unified Salesforce environment where account managers have the full client picture, support cases move through a defined process, clients can self-serve, approvals complete without manual chasing, and the project delivery team is connected to the CRM for the first time.
For a consulting firm that sells transformation to enterprise clients, having that infrastructure in place is not just an operational improvement. It is credibility.