Key highlights
40%
increase in workforce productivity through streamlined Salesforce workflows and CTI-enabled processes.
98%
workforce utilization achieved with intelligent call routing and omnichannel service integration.
25%
lower service costs through automation, system integration, and improved agent efficiency.
Brief Summary about the case study
A global engineering solutions organization partnered with Zensar to modernize its fragmented Salesforce environment. By integrating InGenius CTI to enable omnichannel service and connecting SAP with Salesforce, Zensar improved sales visibility, agent productivity, and overall channel sales performance.
Overview
Modernizing channel sales and service operations by unifying Salesforce platforms, CTI integration, and omnichannel customer engagement
Summary of the process
The client faced challenges due to multiple standalone Salesforce instances across regions, leading to inconsistent sales data, limited visibility, and inefficient service processes. Sales and support teams lacked real-time customer insights and relied heavily on manual workflows. Zensar was engaged to harmonize Salesforce implementations, integrate CTI capabilities with InGenius, enable omnichannel interactions, and connect enterprise systems such as SAP to Salesforce to support data-driven sales and service operations.
Zensar’s Brief – Steps taken by Zensar
Consolidated multiple Salesforce instances into a unified ecosystem
Integrated InGenius CTI for seamless call handling and tracking
Enabled omnichannel service with chat, bots, and skill-based routing
Integrated SAP with Salesforce using MuleSoft
Introduced productivity tracking and real-time reporting dashboards
Beyond the Brief – How it helped the client
Improved visibility into sales opportunities and customer interactions
Reduced manual effort for agents across sales and service teams
Accelerated response times and issue resolution
Enhanced customer engagement across channels
Challenges
Fragmented Salesforce systems, limited customer visibility, and inefficient manual processes were impacting channel sales productivity
Summary of challenge faced by client
The organization operated multiple Salesforce environments across geographies, resulting in data silos and inconsistent reporting. Agents lacked access to unified customer information, making it difficult to manage sales interactions efficiently. Manual call handling, absence of integrated CTI, and disconnected ERP systems further hampered productivity and customer experience, ultimately impacting channel sales growth.
Solutions
Salesforce-led transformation with CTI, omnichannel enablement, and enterprise system integration
Zensar implemented a comprehensive Salesforce transformation by consolidating systems, integrating InGenius CTI for intelligent call management, and enabling omnichannel service using Salesforce Service Cloud and Einstein capabilities. SAP was seamlessly integrated with Salesforce via MuleSoft, providing real-time sales and order insights. These solutions automated workflows, enhanced agent efficiency, and improved data-driven decision-making.
1.
CTI integration using InGenius to enable intelligent call routing, real-time tracking, and improved agent productivity within Salesforce.
2.
Omnichannel enablement using chat, bots, and skill-based auto-routing to improve customer engagement and service efficiency.
3.
SAP-Salesforce integration using MuleSoft to deliver real-time access to sales, order, and opportunity data.
4.
Unified reporting and dashboards providing visibility into productivity, utilization, and channel sales performance.
Solution enablers
Salesforce Sales and Service Cloud
InGenius CTI Adapter
MuleSoft Integration Platform
Salesforce Einstein and Analytics
Business Outcome
The transformation enabled the client to operate more efficiently, with greater agility and transparency. Sales and service teams gained a unified view of customers and opportunities, reduced manual effort, and improved engagement across channels. The integrated ecosystem drove tangible business benefits, including increased productivity, reduced costs, improved customer experience, and measurable growth in channel sales.
Conclusion
By leveraging Salesforce, CTI integration, and enterprise connectivity, Zensar successfully helped the client overcome fragmented operations and unlock higher channel sales performance. The experience-led approach ensured seamless adoption, measurable impact, and long-term scalability, reinforcing Zensar’s strength in delivering integrated digital sales and service transformations.