In September 2023, Salesforce introduced new AI-powered tools at its Dreamforce conference, aimed at automating service and sales processes while enhancing customer self-service. Willow Innovations, looking to capitalize on these advancements, faced a challenge: their data was dispersed across multiple databases, limiting the potential benefits of AI integration.

To harness Salesforce’s AI tools effectively, Willow Innovation needed to consolidate data from six disparate systems, covering customer accounts, orders, device usage, service logs, website visits, and complaints. Without this integration, AI-powered predictive and proactive capabilities would be inaccessible, and crucial insights would remain fragmented.

As the System & Innovation Principal, I led the team in mapping data flows, designing connectors, and documenting the new data architecture. In addition to synchronizing data across systems, I spearheaded data cleansing initiatives to ensure accuracy and readiness for AI integration. Over three months, we successfully linked key customer lifecycle data and automated communication between platforms, preparing Willow Innovation’s systems for AI-driven enhancements.

This project not only improved data integrity and accessibility but also enabled immediate AI-powered service initiatives, including predictive and proactive support. As a result, support resolution times for targeted customer inquiries decreased by 30%, and Willow Innovation's Salesforce instance is now fully AI-ready, setting the stage for further automation and efficiency gains.