Enterprise case study
First American customer story published by Salesforce
Making Salesforce and AI useful to 500 sales reps.
Salesforce published the customer story. I helped lead the work that connected the sales model to CRM workflows, manager visibility, playbooks, national training, adoption, analytics, and early AI use cases.
Read the Salesforce story
The challenge
The data was there. Reps still had to hunt for it.
Before a client call, a rep could open four different systems and spend more than 30 minutes piecing together account history, recent activity, relationships, and possible next steps.
Managers had the same problem. They had to pull together pipeline, activity, and account information before they could see where a rep needed help.
AI was available, but it had not yet been built into the work reps were already doing.
The foundation
Useful AI starts with a clear sales model.
-
01
Sales model
One shared way to find, move, and grow opportunities.
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02
Trusted data
Customer, activity, and pipeline data people can rely on.
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03
CRM workflow
The right steps, fields, and follow-up built into the CRM.
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04
Team adoption
Training, coaching, and manager routines that make the new workflow stick.
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05
Practical AI
AI brings the right information and a recommended next step into the rep’s daily work.
My role
I helped connect the sales model, the platform, and the people using it.
Build
Turn the sales model into workflow.
- Mapped sales stages, handoffs, fields, and follow-up
- Simplified CRM screens and workflows
- Turned sales needs into clear requirements for product and data teams
Coach
Get reps and managers working the same system.
- Built dashboards managers could use to coach
- Created practical playbooks and team routines
- Led training and used rep feedback to improve the workflow
Operate
Keep the system visible and improving.
- Tracked where reps used the workflow and where they got stuck
- Fixed gaps in data, handoffs, and process
- Improved workflows and early AI use cases as the team learned
What changed for the field
Less hunting.
Fewer tabs.
A clearer
next move.
The goal was simple: help reps prepare faster, follow up cleanly, and give managers a clearer view of where support was needed.
| Before | After | |
|---|---|---|
| Open four systems and spend more than 30 minutes preparing | See account history, recent activity, and priorities in one place | |
| Rebuild context after every meeting | Capture notes, updates, and follow-up inside the workflow | |
| Search through fields and notes for relationship history | See a clear account summary at a glance | |
| Decide the next step from scattered information | Get a recommended next action based on current account data | |
| Managers review pipeline after problems appear | Managers see where reps need support sooner |
The lesson
AI becomes useful when the sales system underneath it is clear.
That means one sales model, trusted data, simple workflows, clear manager visibility, and training that sticks.
With those pieces in place, AI can help reps prepare faster, keep records current, and know what to do next.
If your CRM, sales process, training, and AI efforts are pulling in different directions, I can help you find where the system is breaking and decide what to fix first.