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Custom Salesforce CRM Integration for Multichannel Customer Engagement
  1. case
  2. Custom Salesforce CRM Integration for Multichannel Customer Engagement

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Custom Salesforce CRM Integration for Multichannel Customer Engagement

alliancetek.com
Other industries
Finance
Real Estate
Government

Multichannel Engagement Challenges

Fragmented customer interactions across multiple platforms, inefficient document management for funding applications, and lack of automated workflows for government program compliance are causing operational delays and stakeholder dissatisfaction.

About the Client

Public-sector focused transportation infrastructure company seeking digital transformation for funding and stakeholder management

Digital Transformation Goals

  • Develop unified CRM platform integrating Salesforce with government APIs
  • Implement secure document management system for financial instruments
  • Automate compliance workflows for public funding programs
  • Create multichannel communication hub with real-time analytics

Core System Requirements

  • Microsoft Active Directory authentication integration
  • JW Player video content management system
  • Automated SBA API document processing
  • Multi-tenant portal for government/developer collaboration
  • Real-time application status tracking dashboard

Technology Stack

Salesforce Platform
.NET Framework
React Native
Azure Cloud Services
Power BI

System Integrations

  • SBA Government APIs
  • Microsoft Active Directory
  • JW Player API
  • Power Automate workflows
  • Azure DevOps pipelines

Operational Requirements

  • 99.9% system uptime SLA
  • Role-based access control (RBAC)
  • HIPAA-compliant data encryption
  • Horizontal scalability for 10k+ concurrent users
  • Sub-200ms API response times

Business Transformation Outcomes

Projected 40% reduction in application processing time, 60% improvement in stakeholder communication efficiency, and $2.5M annual savings in operational costs through automated compliance workflows and centralized document management.

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