Owning Outcomes Across Climate Tech Sales and Service with 30% Faster Salesforce Resolution

About the Client

The client is a global climate and energy solutions enterprise serving residential, commercial, and industrial markets with connected products, services, and equipment ecosystems. Its business depends on more than product innovation. It also needs strong sales visibility, responsive service operations, accurate contract processes, and active partner engagement across regions.

For this client, Salesforce sat close to daily commercial and service execution. Sales teams needed better pipeline accuracy. Service teams needed faster case handling across more than 200 agents in the US and Canada. Partners and community users needed easier access to support, information, and engagement channels. The opportunity was clear: connect these moving parts into a stronger operating rhythm, where sales, service, contracts, and communities could operate consistently.

Business Challenges

The client had the scale of a global enterprise, but its sales and service processes were too friction-heavy. Aging systems, inconsistent workflows, and disconnected service channels made it harder for teams to forecast accurately, support clients quickly, and manage service agreements confidently. The business needed a connected Salesforce foundation that could improve visibility, speed, and accountability across the sales-to-service lifecycle.

• Sales forecasting lacked enough accuracy: Inconsistent lead and opportunity workflows affected pipeline visibility, making it harder for teams to forecast and confidently act on opportunities.
• Legacy platforms increased cost and complexity: Tightly coupled, aging systems created high maintenance overhead and slowed the move toward connected sales and service operations.
• Service teams needed a more scalable operating model: Disparate tools reduced agent productivity, increased supervisor dependency, and made it harder to support more than 200 service agents across the US and Canada.
• Service agreement creation faced data and process delays: Data inconsistencies affected automated service contract creation, while complex equipment pricing led to support escalations and manual overrides.
• SLA and collaboration gaps slowed resolution: Without enforced service-level agreements, guided engagement, and stronger collaboration workflows, resolution times increased, and service experience suffered.
• Self-service and partner engagement needed stronger digital channels: The client needed live chat, communities, and connected support capabilities to deflect calls, improve access, and increase partner and community participation.

The core challenge was reframing sales and service from a set of fragmented workflows into a connected Salesforce-led model built to protect service revenue, improve response speed, and help teams own outcomes across every client and partner interaction.

LTM’s Solution

With LTM as its Business Creativity partner, the client moved from fragmented sales and service operations to a more connected Salesforce foundation. The work focused on improving forecast accuracy, scaling service operations, strengthening contract workflows, and giving partners and community users easier digital access.

• Sales process improvements for better pipeline visibility: LTM implemented opportunity split functionality and improved lead and opportunity workflows to help sales teams manage pipeline ownership, forecasting, and decision-making with more accuracy.
• Service Cloud modernization for regional support teams: LTM scaled Salesforce Service Cloud for more than 200 agents across the US and Canada, giving service teams a more structured operating model for case intake, tracking, escalation, and resolution.
• Omnichannel service engagement: The solution brought together computer telephony integration, Live Agent, service-level agreement enforcement, single sign-on, and self-service communities. This helped the client support service interactions across multiple channels without adding more operational complexity.
• Contract process automation: LTM automated contract approvals using workflows and validation rules, reducing manual intervention and improving consistency across service agreement and contract management processes.
• Pricing and contract data improvements: The team addressed data quality issues affecting pricing and automated service contract creation, helping reduce escalations and manual overrides in the sales and service cycle.
• Legacy reporting migration: LTM migrated legacy opportunity reporting into the Salesforce environment, giving teams faster access to sales and service insights for better decision-making.
• Structured support transition: To help the client move confidently into the new model, LTM enabled knowledge transfer and support takeover using defined tools, processes, and governance.

Business Benefits

The transformation helped the client connect sales, service, contracts, and partner engagement into a stronger digital operating model.

• 70% increase in service agreement retention: Improved contract management and service agreement processes helped protect recurring service value.
• 30% reduction in case resolution time: Guided engagement, SLA enforcement, and Service Cloud modernization helped agents resolve cases faster.
• 40% of calls deflected through digital channels: Live chat and self-service communities reduced inbound call volume while improving access to support.
• 300% increase in partner and community users: Expanded community capabilities improved partner participation and digital engagement.
• 20% reduction in data issues: Improvements in contract management and pricing processes reduced data inconsistencies and manual intervention.
• Stronger sales and service decision-making: Modernized reporting and connected workflows helped teams act faster across opportunity, service, and contract processes.

Conclusion

For a business built on long-term service relationships, the real value of Salesforce modernization lies in what it makes possible after go-live. Sales teams can work with better visibility. Service agents can respond with more context. Partners and community users can engage through digital channels that reduce friction instead of adding another layer of support dependency.

By connecting these journeys, LTM helped the client build a stronger commercial and service foundation for recurring value, faster decision-making, and better partner participation. It is a practical example of Business Creativity in motion: bringing human insight and intelligent systems together to improve everyday sales and service execution.

“Service revenue is won and lost in the small moments: a faster issue resolution, a cleaner contract, a partner who can self-serve. We built a connected Salesforce foundation across Sales, Service, Experience, and Field Service that delivered 70% better agreement retention, 30% faster resolution, and a community channel that grew 3x. When you Outcreate fragmented service operations, those small moments start compounding” Dmitri Novomeiski, AVP and Sales Leader US Salesforce Practice, LTM

Ready to reframe sales and service around the moments that protect revenue and trust?

Contact us to see how LTM can help you own outcomes with connected Salesforce experiences.