CASE STUDY
Technologies implemented
Key platforms and solutions deployed by Taak:
• Sales Cloud: Restructured to align with sales processes and improve pipeline visibility
• Service Cloud: Supporting CX transformation and customer service operations
• Marketing Cloud: Enabling targeted communication and campaign management
• Data Cloud: Centralising and unifying customer data in real time
• Agentforce: Introducing AI-driven automation with autonomous agents
• Offline sales application: Empowering field teams to capture orders without connectivity
Key success factors
What drove the success of the Digital Transformation:
• Strong alignment between technology and business strategy
• Focus on user experience to drive adoption among field teams
• Integrated approach across commercial marketing CX and operations
• Investment in training and change management
• Continuous optimisation based on data insights and feedback
“ Our role is not only to implement technology but to translate the client’ s strategy into architecture and processes that really work in practice. We work by listening to Forth’ s pains and building solutions that adhere to the operation with a focus on sustainable results,” said Taak CEO Kaique Mafra.
Results with concrete gains
With the application of Taak-oriented solutions, sectors such as commercial marketing, CX Customer Experience and operations started to act in an encompassed way with centralised data and a consolidated view of the business.
In addition to the financial and operational results the partnership also drove a cultural change. With structured training and close monitoring, the initial resistance of the field team was overcome consolidating the adoption of the new tools.
“ Taak is no longer just a technical consultancy and has become a strategic partner. We have evolved year after year in the use of Salesforce and today we operate in a very integrated data-driven and customer-centric way. The numbers prove that we made the right choice,” said Eller.
For the next steps, Forth Jardim advances in the restructuring of the CX area with Service Cloud in the adoption of AI agents with Agentforce Salesforce’ s platform, allowing the creation of autonomous AI agents, and in the implementation of a Data Cloud cloud-based platform that centralises, unifies and manages customer data from various sources in real time – consolidating the customer’ s 360 ° view – and preparing the company for a new stage of sustainable growth.
“ More than redeploying a platform we structured an architecture prepared to scale with data automation and intelligence. When Salesforce is used strategically, it ceases to be a tool and becomes an asset for growth, said Mafra. •
16
INTELLIGENT CIO LATAM www. intelligentcio. com