Continuous platform optimization with the RTB model

The challenge

Client wanted Salesforce org to stay updated and aligned with business changes. New enhancements needed without disrupting operations. Seasonal Salesforce releases hard to manage internally.

System complexity

Same $1.2B fintech client — post-implementation, the Salesforce org needed to stay aligned with rapid business changes while integrating with multiple external systems. The RTB model required orchestrating continuous enhancements across Salesforce Service Cloud, NetSuite (invoicing and financial updates), Acumatica (backend operations), Cresta (guided coaching and call intelligence), and Five9 (call recordings, logs, agent activity).

The challenge was managing seasonal Salesforce releases, incorporating feedback from agents, business stakeholders, and customers, and ensuring integrations remained stable through platform upgrades — all without disrupting a 24/7 customer support operation.

What we built

• Run-the-Business (RTB) model for continuous improvement
• Integrated Salesforce with NetSuite (invoicing), Acumatica (backend ops)
• Connected Cresta for guided coaching and Five9 for call intelligence
• Structured intake process for feedback-driven enhancements

The outcome

• Stable, future-ready Salesforce org
• Stronger customer experience through continuous enhancement
• Better financial/operational alignment

Technologies: Service Cloud, NetSuite, Acumatica, Cresta, Five9