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
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
[hgr_icontext icon_type=”selector” icon=”fa fa-compass” icon_size=”32″ icon_background_type=”none” contb_icon_position=”contb-icon-left” content_title=”Unified customer and commercial visibility” content_description=”Teams work from a shared view of the pipeline, reducing friction and improving execution speed.” custom_link=”” css=”.vc_custom_1772411872293{padding-bottom: 50px !important;}”][hgr_icontext icon_type=”selector” icon=”fa fa-signal” icon_size=”32″ icon_background_type=”none” contb_icon_position=”contb-icon-left” content_title=”Faster, more confident decision-making” content_description=”Real-time, standardised reporting delivers consistent insight across regions and business units.” custom_link=””]
[hgr_icontext icon_type=”selector” icon=”fa fa-shield” icon_size=”32″ icon_background_type=”none” contb_icon_position=”contb-icon-left” content_title=”Stronger governance at global scale” content_description=”A central Centre of Excellence enforces consistent standards and controlled change across all markets.” custom_link=”” css=”.vc_custom_1772411880770{padding-bottom: 50px !important;}”][hgr_icontext icon_type=”selector” icon=”fa fa-rocket” icon_size=”32″ icon_background_type=”none” contb_icon_position=”contb-icon-left” content_title=”Scalable foundation for growth” content_description=”Salesforce platform supports new markets, use cases, and innovation without reintroducing fragmentation.” custom_link=””]
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