Outcreating Business Velocity for a Global Digital App Marketplace with Salesforce Automation

Client

The client is a global digital app marketplace with cross-functional teams spanning business development, technology operations, and partner operations. These teams play a central role in launching new business programs, onboarding partners, and ensuring operational readiness across a complex environment with multiple systems, stakeholders, and approval layers.

As the business grew, operational coordination became more critical. Each function had a direct impact on speed, quality, and partner experience. That made process consistency, visibility, and execution discipline essential to keeping programs moving and supporting growth at scale.

This is the kind of environment where operational friction quickly becomes a business issue. For the client, improving velocity meant creating a more connected way of working across teams that had to move together, not in silos.

Business Challenges

As the client’s business expanded, operational speed began to depend on how well business development, technology operations, and partner operations could move in sync. But the underlying processes were still too manual, too fragmented, and too hard to track end to end.

What should have been a coordinated execution often turned into delays, rework, and limited visibility across teams, slowing business velocity at the very points where the business needed more control and speed.

Key Challenges:

• BD nomination workflows were overly manual: Agents had to handle repetitive submissions and duplicate data entry, leading to delays, inconsistencies, and avoidable rework.
• Status and SLA visibility remained limited: Teams could not easily track nomination progress, approvals, or service-level expectations, which made coordination harder and slowed follow-through.
• Program onboarding ran across disconnected systems: Technology operations had to coordinate intake, validation, and approvals through non-standard processes, which increased errors and stretched onboarding timelines.
• Manual operational work constrained scale: High volumes of repetitive tasks reduced the team’s ability to support new initiatives without adding effort and complexity.
• Partner onboarding lacked orchestration: Verification, compliance checks, and approvals still relied heavily on human intervention, while weak cross-team workflow management limited execution consistency and leadership visibility.

LTM’s Solution

The client, having LTM as its Business Creativity partner, redesigned core workflows across business development, technology operations, and partner operations through a Salesforce-led transformation. LTM focused on one clear objective: replace fragmented manual execution with connected, role-based workflows that improve speed, transparency, and control across teams.

1. Persona-led workflow redesign for business development

LTM implemented an automated business development nominations engine to replace manual submissions and repetitive handoffs. The solution introduced SLA-based routing, automated alerts and approval workflows, and a simpler interface that enabled agents to create, review, and track nominations in real time.

2. Digitized onboarding for technology operations

For technology operations, LTM launched a dedicated onboarding program within Salesforce. We standardized intake, validation, and approval steps across product teams, then embedded rule-based automation to reduce recurring errors and accelerate operational readiness.

3. Automated partner operations with stronger orchestration

LTM executed partner onboarding automation using dynamic forms, built-in data validation, and auto-approval capabilities. The solution also enabled cross-team workflow orchestration with SLA tracking, giving partner teams and leadership clearer visibility into status, dependencies, and progress.

4. Unified visibility across the operating model

To support more consistent execution, team LTM brought workflow status, approvals, and operational tracking into a more unified view. This gave the client a shared system of record and helped leadership monitor activity across functions with greater confidence.

Business Benefits

By automating core workflows across business development, technology operations, and partner operations, the client improved execution speed, visibility, and operating consistency across a complex environment.

• Faster BD nomination turnaround: Automation reduced cycle times and removed manual handoffs that had slowed nomination processing.
• Stronger cross-team alignment and visibility: Unified dashboards across BD, TechOps, and PartnerOps improved decision-making and helped teams resolve issues earlier.
• More scalable operations: Rule-based automation reduced dependency on human intervention, allowing teams to support new programs with greater consistency.
• High-quality, on-time delivery: The release went live as a key milestone with zero major defects and strong stakeholder appreciation. 

Conclusion

What changed here was not just the system. It was the way the client’s teams worked together. By redesigning workflows around user roles and moving critical processes onto Salesforce, LTM helped the client replace fragmented execution with a more connected operating model. Teams gained clearer visibility, fewer manual dependencies, and a stronger foundation to support new programs with more consistency and control.

That matters because business velocity rarely improves through effort alone. It improves when workflows, accountability, and visibility start working in sync. With that foundation now in place, the client is better positioned to scale operations, support future program growth, and keep improving execution across functions.