Customer & Agent Experiences
Self-service portals, guided onboarding flows, Einstein Copilot, digital engagement, and Agentforce customer agents. Built on the same operational data your sales and service teams use.
Industries · High Tech
The operational backbone for growth-stage software companies.
Series B–E and post-IPO software companies. Customers are technical. CS teams need behavioral signals from the product to act before churn. Internal platforms have to grow up at the same pace as the customer-facing app. We design and build the operational layer that holds it together across Salesforce, AWS, Azure, GCP, and the product systems they all have to talk to.
We’ve shipped operational platforms for the teams behind these products.
From system of record to operational backbone
Your Salesforce was built for a company you no longer are.
For growth-stage tech companies, the operational backbone now spans many systems: sales pipeline, ARR, support routing, billing handoffs, compliance evidence, product telemetry, agent experiences. Salesforce is the largest single piece. ERP, the data warehouse, your billing engine, and your own product are the other pieces. None of it was sized for the company you became after Series C.
The operational platform is the architecture that catches up. Five layers that work as one across the stack.
Modern operational platforms now coordinate far more than pipeline and cases:
Domain
What the platform coordinates
Implication
DomainCustomer Onboarding
What the platform coordinatesMulti-step tasks across customers, agents, and back-office systems
ImplicationRequires explicit state management
DomainAgent Workflows
What the platform coordinatesAI-assisted guidance, knowledge retrieval, handoffs
ImplicationData model must reflect real work structure
DomainCompliance Processes
What the platform coordinatesMandatory checkpoints, audit trails, approval gates
ImplicationEnforcement requires clean workflow architecture
DomainService Operations
What the platform coordinatesCase routing, SLA management, knowledge surfacing
ImplicationRouting intelligence scales service capacity
DomainRevenue Lifecycle
What the platform coordinatesPipeline, contracting, renewals, expansion
ImplicationEach motion needs a distinct data model
DomainEnterprise Integrations
What the platform coordinatesERP, billing, product telemetry, data warehouse
ImplicationIntegration architecture determines AI readiness
DomainData Layer
What the platform coordinatesUnified profiles, behavioral signals, product telemetry, customer 360
ImplicationData model decisions cascade through every other layer
5×
More operational data flowing through Salesforce orgs than five years ago
68%
Of platform value now comes from workflow and automation, not data storage
41%
Reduction in service cost when architecture precedes AI deployment
“When operational work shrinks, what's left is the hard problems. Our clients get complex deliverables faster, and a team that evaluates more options, catches more risks, and commits with more confidence.”
What we build for high-tech operators
Five layers. One operational platform.
Each layer is something we ship in production. Most engagements start with one. Adjacent layers follow when the architecture holds.
Revenue & Commercial Operations
Sales Cloud architecture, CPQ and Revenue Cloud, forecasting, ARR/NRR reporting, territory and quota design. The opportunity model rebuilt for ARR-led growth, multi-product motion, and the renewal mechanics your CFO actually tracks.
Service & Support Operations
Service Cloud, omni-channel routing, knowledge architecture, Agentforce service agents, field service, and CSAT loops. The routing layer decides whether service costs grow linearly with ticket volume or sublinearly.
Workflow & Compliance Automation
Flow architecture and governance, approval chains, compliance workflows, Platform Events and CDC, Process Builder migration. Automation built on real architecture, not stacked-flow technical debt.
Integration & Data Platforms
Data Cloud, MuleSoft and API-led connectivity, AWS/Azure/GCP integration, ERP/billing, product telemetry, data warehouse connectivity. The integration layer is what makes Salesforce, your hyperscaler workloads, your product, your ERP, and your warehouse act as one system instead of many.
Go deeper
Two pieces our high-tech customers actually read.
A point of view on where Salesforce is going next, and a self-scored readiness assessment for the Revenue Cloud move.
POV
Headless Salesforce: keep the system authoritative, move work beyond the browser.
Aquiva’s point of view on exposing governed contracts for agents, designing generic-by-default interfaces, and running a source-readiness assessment before the agentic traffic arrives.
Read the POV →Checklist
Revenue Cloud Advanced readiness checklist.
Twenty checkpoints across product, data, process, reporting, and people to tell you where you stand before an RCA migration. Self-scored, no email gate.
Run the checklist →How we deliver
From discovery to production, fast.
The four stages below are the shape of most engagements. Plug in at any one, or run the whole arc end to end.
Advise
Discovery, architecture review, roadmap validation. Decide what to build before anyone scopes the build.
Design
Solution design, journey mapping, platform alignment across Salesforce clouds and the systems they have to talk to.
Build
AI-augmented pods on 1–5 day cycles. Multi-cloud implementation, automation, LWC and app dev, agent enablement.
Adopt
Enablement, documentation, training artifacts, go-live and post-launch sustaining. The work that starts the day you go live.
Let’s build
Your operational platform shouldn’t be a generation behind your business.
Most engagements start with a 30-minute call about which architectural decisions are slowing your team down right now. Bring your hardest one.