CASE STUDY

From strategy to scale: delivering a unified CRM operating model across five markets

A global media organisation partnered with Trigg Digital to deliver an enterprise Salesforce transformation across five international markets.

The programme supported 1,400 employees across Sales, Customer Service, and Marketing, creating a unified foundation for scale.

INDUSTRY & SEGMENT

Media Enterprise

Platform & products

Agentforce Sales
Agentforce Service
Marketing Cloud

The Challenge

5 markets · 1,400 users · Sales, Service & Marketing

The organisation was operating across multiple regions with disconnected systems, siloed teams, and inconsistent processes, making it difficult to gain a clear view of customers, pipeline, and performance.

Key challenges included:

No single view of the customer across Sales, Service, and Marketing
Inconsistent processes across markets and business units
Manual reporting and limited commercial insight
Legacy on-premise platforms constraining scale and innovation
Growing operational risk as the business expanded globally

The leadership team needed a globally consistent CRM strategy that could be deployed locally while maintaining strong governance and control.

Our Approach

Trigg Digital delivered a global Salesforce programme that unified people, process, and platform at enterprise scale.

Our approach included:

A strategic review of existing systems, processes, and organisational design
Definition of a global CRM vision and roadmap, aligned to commercial and operational goals
Design and establishment of a CRM Centre of Excellence (CoE) to govern delivery, adoption, and continuous improvement
Replacement of legacy Microsoft and Adobe solutions with a single Salesforce platform
Delivery of a Customer 360 operating model, enabling shared data and consistent execution across markets

The programme was rolled out across:

5 x global markets
20+ business units
1,400 Sales, Customer Service, and Marketing users

In Their Words

“In order to deliver our global strategy across 5 markets, Trigg helped us deliver a complete CRM strategy, roadmap and establish an internal Centre of Excellence to deliver incremental revenue growth.”

President, Global Media Company.

The Results

Unified customer and commercial visibility

Teams work from a shared view of the pipeline, reducing friction and improving execution speed.

Faster, more confident decision-making

Real-time, standardised reporting delivers consistent insight across regions and business units.

Stronger governance at global scale

A central Centre of Excellence enforces consistent standards and controlled change across all markets.

Scalable foundation for growth

Salesforce platform supports new markets, use cases, and innovation without reintroducing fragmentation.