Real Estate CRM in Salesforce

Designed and built a full Salesforce CRM for a US real estate investment firm covering both acquisition and disposition workflows. Enabled Person Accounts and built a purpose-specific data model from scratch — Property__c as the permanent data spine, with dedicated objects for Offers, Walkthroughs, Skip Tracing, and Buyer Interest. Two Opportunity record types (Acquisition and Disposition) drive distinct pipeline stages for buy-side and sell-side deals. Custom Apex and Flow automation handle lead routing, offer tracking, and disposition status updates.

Replaced fragmented spreadsheet workflows with a single system of record — giving the team full deal visibility across acquisition and disposition pipelines in real time.

Zendesk → Salesforce Service Cloud migration

Full migration of a SaaS client’s support operation from Zendesk into Salesforce Service Cloud. Mapped and transformed Zendesk tickets, users, organizations, comments, attachments, and Knowledge articles into Salesforce Cases, Contacts, Accounts, Case Comments, Files, and Knowledge records — preserving thread integrity and article formatting. Configured Email-to-Case, Omni-Channel skills-based routing, Entitlements, SLA milestones with automated escalation, and a structured Knowledge base with internal vs. customer-facing visibility rules. Custom Apex triggers and Flow automation replicated and improved on existing Zendesk triage and assignment logic.

Agents gained full CRM context on every support interaction — account history, open opportunities, and prior cases — something Zendesk couldn’t provide on its own.

Revenue Cloud (CPQ & Billing) implementation

End-to-end Revenue Cloud implementation for a US SaaS client with a complex product catalog and multi-tier pricing. Configured product rules, pricing rules, discount schedules, quote templates, and a multi-level approval workflow. Wrote custom Apex to handle contract amendment edge cases — mid-term upgrades, co-term add-ons, and proration logic — that fell outside standard CPQ flow capabilities. Also configured Billing schedules, invoice generation, and payment terms aligned to the client’s subscription model.

Eliminated manual quoting and contract amendment processes. Sales team moved from multi-day quote turnaround to same-day, with automated approval routing and billing schedule generation.

Agentforce — compliance delivery for a multinational courier

Built an Agentforce solution for a global courier company operating across 50+ countries, where agents and employees need to surface the correct compliance requirements dynamically based on shipment type, origin, and destination. Ingested regulatory and compliance documentation as Agent Data Library (ADL) PDFs. Built LWC + Apex components using Prompt Builder to query the ADL and render the relevant compliance checklist inline — dynamically filtered by country and service type. The same agent was extended to internal employees, giving staff the same compliance lookup capability without a separate build. This eliminated manual compliance document lookups and reduced the risk of non-compliant shipments.

Compliance requirements surfaced dynamically in real time — no manual lookup, no missed regulations. Same agent repurposed for internal staff, reducing build cost and maintenance overhead.

Nonprofit donation platform — Stripe + website integration

Integrated a US nonprofit’s website donation flow with Salesforce via Stripe. Built a custom integration layer that captures Stripe payment events via webhooks, maps donor and payment data to Salesforce Contacts, Opportunities, and Campaigns, and triggers automated acknowledgement and receipt workflows in Salesforce. Configured NPSP (Nonprofit Success Pack) objects to handle recurring donations, soft credits, and household rollups. Website-to-Salesforce sync ensures donor records stay current without manual reconciliation.

Eliminated manual donation reconciliation. Every Stripe payment auto-creates or updates the donor record, logs the gift, and fires the acknowledgement — end to end without human touchpoints.

Service Cloud implementation — nonprofit support operations

Configured Salesforce Service Cloud for a US nonprofit’s support operations, including Omni-Channel skills-based routing to distribute cases across queues, Entitlements and SLA milestones with escalation rules, and a structured Knowledge base with article types and data categories. Built Apex trigger and Flow-based automation for case triage, auto-assignment, and priority escalation. Integrated Email-to-Case with the org’s support inbox and set up dashboards for queue health and SLA compliance monitoring.

Structured routing and automated triage replaced manual case assignment — support team gained SLA visibility and queue health dashboards for the first time.