Architecting Data-Driven Transformation for Manufacturing Sales & Service
Turned a Red-status seven-figure engagement into a standout strategic success. Unified Service + Manufacturing Cloud with Einstein AI and CRMA, eliminating data silos across the client's North America Materials Group.
How do you turn a Red-status, seven-figure engagement around when the client's data silos are the business model?
The client's North America Materials Group was operating on disconnected, swivel-chair email-based service systems. Data silos were everywhere. Sales behaviors were reactive. There was no unified view of customer interactions.
The account was Red. Executive trust was broken. The project was at risk of cancellation. The multi-cloud transformation had to do double duty: deliver real change AND rebuild client trust at the executive level.
Anchored every decision to business value, not technical delivery. Stabilized the executive relationship through courageous conversations. Led design thinking workshops to align internal and client teams around a shared vision. Translated every technical capability into a business outcome before committing to scope.
Tania stepped in and demonstrated superior client-facing behavior by engaging in courageous and difficult conversations. She has a unique ability to get both client and internal teams to rally around a new way of working. — Solution Architect Lead, Salesforce ProServ (name withheld under NDA)
Discovery, stabilization, and a two-phase transformation.
Three discovery sessions with 16 personas identified across Sales and Service. Every finding was connected to a measurable business outcome.
Discovery & Persona Mapping
3 discovery sessions, 16 personas mapped across Sales and Service teams. Current-state journey mapping surfaced friction and revenue leakage.
Account Stabilization
Rebuilt the executive relationship with client leadership. Led Steer Co conversations directly, engaging in courageous and difficult conversations. Account moved from Red to Green.
Value-Based Reframing
Pivoted all executive conversations from technical delivery to business value and outcome framing. Connected every capability to a measurable KPI before committing to scope.
Change Playbook + Go/No-Go Demo
Authored a tailored change management playbook. Delivered a supplemental Go/No-Go demo specifically designed to secure executive sponsor approval — resulting in Yes for Go-Live.
Two-Phase Delivery
Phase 1: Service Cloud (case management, email-to-case, omni-channel routing). Phase 2: Manufacturing Cloud & CRMA (forecasting, guided selling).
Stakeholder Enablement
Enabled non-Product/Change stakeholders to confidently train, lead adoption, and drive platform enablement across their teams post go-live.
What Shipped
Two phases, one unified platform, a saved account.
Centralized Case Management
Email-to-case automation, omni-channel routing, unified Service Console with Knowledge Management, and performance dashboards. Eliminated the swivel-chair.
Advanced Forecasting + Guided Selling
Data-driven forecasting, guided selling experience, actionable pipeline health analytics, and account churn insights. Reactive → Proactive.
Measurable Impact
From the unified forecasting and guided-selling capability powered by Einstein AI.
Through streamlined workflows and the elimination of data silos across Sales and Service.
Stabilized a seven-figure engagement. Project cancellation prevented. Executive Go-Live approval secured.
Annual contract value secured through the transformation. Expanded scope from traditional HCC to Business Strategy Lead.
What the Team Said
Real quotes from the engagement. Names and identifying details removed to honor NDAs. Titles and roles preserved for context.
"Tania has redefined what the HCC role is for me. I've had varying experiences with change consultants in the past. Tania has come to the project with a wealth of experience, structure and goals for interacting with the client. Her background in Experience Design and business strategy allow her to go much beyond the Change portion of HCC. I believe her impact will go well beyond the current project, and help influence our long term strategy."
"Tania stepped in and demonstrated superior client-facing behavior by engaging in courageous and difficult conversations. She has a unique ability to get both client and internal teams to rally around a new way of working."
"Delivered impact well beyond the scope of a traditional design role. Ensuring every design decision had a direct line of sight to client objectives."
"Tania is a fantastic XArch + strategist doing amazing stuff with the account."
"Tania's already done a great job in framing that. Bringing the why forward first for our first interaction with the pilot users for our change management process. So that's been a good highlight."
"I had the opportunity to witness some of the 'bringing the why forward first' as it related to the customer's willingness to push through the change to a Manufacturing Cloud-led process, and can attest to the significant challenge this team overcame to take this 'live.' Well done, and well-deserved praise from the customer!"
Four Takeaways
Business value translation is the unlock
Every technical capability must be translated to a measurable business outcome before scope is committed. Otherwise you build the wrong thing fast.
Executive relationships are rebuilt in rooms, not decks
Courageous conversations with leadership are what move an account from Red to Green. No deliverable replaces presence.
The why comes first, the how comes second
Framing change with the why (business value) before the how (technical capability) is what drives pilot adoption.
16 personas is not overkill
Deep persona work surfaces the friction patterns that generic journey maps miss. It also builds client trust in the analysis.
A standout story of turning a high-risk engagement into strategic success.
By anchoring every decision to business value — not just technical delivery — the transformation created a lasting shift in how the client's North American teams operate.
The account is no longer Red. The multi-cloud program is no longer a fragile commitment. The platform is a foundation for future Agentforce and global expansion.
