Case Studies

A publicly traded SaaS company replaced Zendesk with Salesforce Service Cloud in just 12 weeks—removing $700K in annual operating costs, eliminating duplicate cases, and launching omnichannel support and AI-driven chat with zero service disruption. Discover what drove the migration and how Truffle Consulting delivered an AI-ready customer service platform.

A $1B+ insurance technology firm was running Salesforce built when it was 20% of its current size. No data governance. No forecasting reliability. A 9-stage process nobody followed. Here is what Truffle found and what we designed to fix it.

Manual invoicing across Salesforce and QuickBooks was costing us 8–10 hours every month during the most revenue critical window in our calendar. Here is exactly how we fixed it, what we built, and why every hour you recover during invoicing directly impacts your DSO.

We didn't switch tools. We redesigned how intelligence moves through our business. This is the full account of why Microsoft fell behind, what Google Workspace and Slack made possible, and what Truffle OS means for how enterprise operations will run next.

Most enterprise SaaS teams invest in AI to increase engagement. Few redesign the system that converts engagement into pipeline. In this case, traffic remained constant. AI was functioning. Conversations were happening. Yet conversion revealed a different story. By restructuring signal routing, qualification logic, and full-funnel instrumentation, the system delivered 40+ additional meetings per month—without increasing traffic. This is not a demand problem. It is an archit

Customer support volume is rising faster than most service organisations can scale. A global retail experience platform running on Salesforce faced exactly this challenge. Support demand increased by 42% year-on-year, while leadership needed to maintain premium service standards, operational control, and cost discipline. Rather than deploying a surface-level chatbot, the organisation implemented a governed Agentforce architecture embedded within Salesforce Experience Cloud.