Customer Overview
Customer is a multinational IT services company focused on delivering seamless collaboration and high-performance customer operations across global teams.
The Collaboration Challenge
Customer’s sales, support, and operations teams relied on Microsoft Teams as their daily communication hub. At the same time, all business-critical information lived inside Salesforce Sales Cloud.
This separation created significant friction:
- Constant switching between Teams and Salesforce disrupted workflows
- Key decisions were delayed because Salesforce updates weren’t reaching Teams discussions in real time
- Teams lacked context when collaborating, as Opportunities, Cases, and Accounts weren’t visible in the conversations where decisions were being made
- Sales reps and support agents spent extra time searching for information, slowing response times
Customer needed a unified way to bring Salesforce insights into their collaboration space, without asking teams to change how they work.
The Solution: Connected Collaboration Hub for Sales Cloud & Microsoft Teams
Customer deployed a powerful integration that blended Sales Cloud capabilities directly into Microsoft Teams, enabling users to work, collaborate, and make decisions faster.
- Salesforce Records Embedded Inside Teams
Users gained the ability to access Opportunities, Cases, Accounts, and other Salesforce records directly within Teams chats and channels, eliminating the need to toggle between systems.
- Pinning CRM Data for Contextual Discussions
Teams could pin relevant Salesforce records in channels to anchor conversations to real customer information, ensuring discussions stayed accurate and actionable.
- Real-Time Salesforce Updates Delivered to Teams
Team members received timely insights and updates from Salesforce right inside Teams, helping them respond quickly during sales cycles, support escalations, and operations reviews.
The Results
- Collaboration That Happens in Context
Teams discussed deals, customer issues, and operational updates with the right Salesforce information at their fingertips, improving decision speed and accuracy.
- Higher Productivity Across Departments
Sales reps and support agents viewed account, case, and opportunity details directly in Teams, saving time and reducing friction.
- A More Connected Digital Workplace
The integration strengthened adoption of Salesforce while allowing Teams to remain the central hub for communication—creating a unified, efficient ecosystem.
Our Salesforce consultants transformed how their global teams communicate and access customer data. With CRM insights flowing directly into Teams conversations, the organization unlocked faster decision-making, improved cross-team coordination, and a more cohesive digital workspace.