Customer & Agent Experiences
Built on the same operational data your sales and service teams use.
Industries · High Tech
The operational backbone for growth-stage software companies.
We work with Series B–E and post-IPO software companies, where the customers are technical, the CS team needs behavioral signals from the product to act before churn, and the internal platforms have to grow up at the same pace as the customer-facing app. We design and build the operational layer that holds all of it together: Salesforce, the hyperscalers, and the product systems they 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 a growth-stage tech company, the operational backbone now runs through everything from the sales pipeline and ARR reporting to support routing, billing handoffs, compliance evidence, and product telemetry. Salesforce is usually the largest piece, but it sits alongside your ERP, your data warehouse, your billing engine, and the product you ship yourselves. The revenue side of that, from quoting to forecasting to billing, is what our revenue operations practice builds.
We make those systems behave like one platform. The work breaks into five layers, from the customer-facing experiences at the top to the integration and data layer underneath.
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
957
Applications the average enterprise now runs, per MuleSoft's 2026 Connectivity Benchmark. Only 27% of them are connected.
86%
Of IT leaders in the same survey say AI agents add more complexity than value without integration behind them.
30–45%
The productivity lift McKinsey estimates for generative AI in customer care, as a share of today’s function costs.
Sources: MuleSoft 2026 Connectivity Benchmark Report (1,000+ IT leaders surveyed) and McKinsey, The economic potential of generative AI.
“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 just one, and the adjacent layers follow once the architecture holds.
Revenue & Commercial Operations
The opportunity model rebuilt for ARR-led growth, multi-product motion, and the renewal mechanics your CFO actually tracks.
Service & Support Operations
The routing layer decides whether service costs grow linearly with ticket volume or sublinearly.
Workflow & Compliance Automation
Automation built on real architecture, not stacked-flow technical debt.
Integration & Data Platforms
The integration layer makes Salesforce, your hyperscaler workloads, your product, your ERP, and your warehouse act as one system.
Go deeper
Two pieces to read before you re-architect.
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.
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.