RTB Case Study
Keeping Salesforce Future Ready: Continuous Enhancements through the RTB model
Case Details
Industry: Fintech, specializing in financial operations
Company Revenue: ~ $1.2B
Solutions Implemented: Salesforce Service Cloud
Users: 50+
Project Duration: 4 Months
Delivery Model: Integrated partnership, working as an extension of the client team across the US and India.
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Business Challenges
- The client wanted their Salesforce org to stay updated, stable, and aligned with ongoing business changes.
- New enhancements had to be delivered continuously without disrupting existing operations.
- Feedback from agents, business teams, and customers needed to be incorporated regularly.
- The org required better integrations to streamline financial, operational, and support processes.
- Keeping the org current with seasonal Salesforce releases was becoming difficult to manage internally.
Bluvium Solution
- Introduced an ongoing RTB (Run The Business) model focused on continuous improvement andincremental enhancements.
- Performed major seasonal platform upgrades (e.g., Summer Release) to ensure the org remainedsecure, compliant, and aligned with new Salesforce capabilities.
- Integrated Salesforce with NetSuite, enabling cleaner data sync for invoicing, financial updates.
- Connected Salesforce to Acumatica for backend operations.
- Implemented Cresta for guided coaching and call intelligence within Salesforce.
- Built Five9 integration to ensure call recordings, call logs, and agent activity were properlycaptured inside Salesforce.
- Established a structured intake process to gather feedback from agents, BSA, and customers andconvert them into meaningful enhancements.
Business Value Delivered
- A stable, future-ready Salesforce org that evolves continuously instead of falling behind.
- Stronger customer experience due to streamlined lifecycle processes and better data accuracy.
- Better financial and operational alignment thanks to NetSuite and Acumatica integrations.
- Lower risk of technical debt through regular seasonal upgrades and proactive maintenance.
