Salesforce Transformation and Service Cloud Implementation for De Gruyter Brill Poland
About the Client
De Gruyter Brill Poland is part of the De Gruyter Brill Group - a global academic publishing house with a rich history and a strong international presence. The company collaborates with independent publishers and scholarly presses, providing smart and flexible solutions that help its partners remain globally visible, financially sustainable, and competitive in today’s rapidly evolving publishing landscape.
Challenge
The client had an existing Salesforce implementation that had grown increasingly complex over time. While it served basic CRM needs, it lacked a clear data structure, efficient customer service processes, and flexible reporting. Key issues included:
- Incomplete or duplicated data
- An underutilised Sales Cloud
- Limited visibility into sales and customer interactions
- A mobile app that was difficult for Sales teams to use in the field
What We Did
MagicFuse conducted an in-depth system health check, which enabled us to identify and resolve key issues in data quality, security, and process design.
Key improvements included:
- Security model improvements to ensure proper access control and data integrity
- Deduplication and cleanup of existing records
- Full implementation of Service Cloud, including routing logic, case lifecycle automation, and pre-sales case support
- Redesign of the Sales Cloud data model, including the creation of custom objects to better support sales activities
- Development of new reports and dashboards to provide meaningful insights for Sales and Management
Outcome: These changes led to better-organized data, faster and more efficient customer service, and improved visibility into both pre-sales and post-sales processes.
Technologies
Salesforce Sales Cloud
Salesforce Service Cloud
Salesforce Mobile App
Apex Triggers & Classes
Lightning App Builder
Custom Objects & Page Layouts
Reports & Dashboards
Cooperation Results
Improved user adoption across Sales and Support teams
Significant reduction in duplicated records
Clearer reporting and actionable business insights
Streamlined case handling and routing
Better alignment between Marketing, Sales, and Support functions
5.0
We partnered with MagicFuse to implement Salesforce Service Cloud and optimise our existing Sales Cloud setup, including data structuring and process configuration. From the beginning, their team demonstrated deep expertise, a solution-oriented mindset, and excellent communication skills. What stood out most was their proactive approach, responsiveness, and ability to adapt quickly when priorities shifted. I can confidently recommend MagicFuse to any company looking for a reliable, knowledgeable, and engaged Salesforce partner.
NDA
NDA
Do you have Salesforce Challenge and looking for a reliable solution?
Our Team is ready to deal with your task.
We kindly
welcome you
Ross Kurhanskyi
VP of Business Development
