Introduction

A Global Food Conglomerate sought to seamlessly integrate its commercial functions after acquiring another major brand. The challenge was to redefine its operating model for sales, marketing, and innovation teams while leveraging Salesforce multi-cloud solutions to achieve operational synergies and enhance customer engagement. This transformation would enable the company to deliver a flawless close and unlock significant value.

Challenge

The integration of two large organizations presented several complexities, including:

• Merging disparate systems and processes for sales, marketing, and consumer care.
• Standardizing trade spend practices and renegotiating broker contracts.
• Aligning strategic goals to achieve a seamless front office transformation at “deal speed.”

Solution

1. Strategy & Vision
   The project began by translating the company’s strategic goals into actionable integration design principles. Key steps included:

• Conducting cost and capability benchmarking to identify opportunities for improvement.
• Defining a roadmap to ensure that the front office transformation would align with the acquisition timeline.

2. Design & Pilot
   To prepare for integration, the team developed a comprehensive plan for “Day 1” readiness, including:

• Designing end-state operating models that aligned with long-term business objectives.
• Mapping user journeys and conducting user testing to address pain points and ensure adoption of Minimum Viable Products (MVPs).

3. Launch & Refine
   The team ensured a smooth transition by:

• Supporting “Day 1” activities across sales, marketing, and service functions.
• Deploying Salesforce-powered MVPs for Marketing, Sales, and Service within four months of kickoff, allowing immediate value capture.

4. Optimize & Scale
   The integration culminated in the implementation of the end-state operating model, accompanied by ongoing enhancements to the B2B2C engagement model. These refinements included:

• Streamlining workflows to improve productivity.
• Enhancing customer engagement processes for retail and consumer care.

Results

The transformation of this Global Food Conglomerate delivered measurable outcomes:

• $35 million in front office deal synergies.
• 20% reduction in average handle times, improving efficiency across commercial functions.
• 15% increase in worker productivity, enabling teams to focus on high-value activities.

Impact Metrics:

• Customer Experience: 5/5
• Employee Engagement: 4/5
• Productivity: 5/5
• Growth: 5/5

Conclusion

This case study illustrates how a comprehensive front office transformation powered by Salesforce multi-cloud solutions can drive integration success and unlock significant operational synergies. By focusing on strategic alignment, rapid deployment, and ongoing optimization, the company achieved a seamless transition and positioned itself for future growth.