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SalesforceSales CloudEnterprise UXPlatform DesignDigital Transformation

Salesforce Sales Console Redesign for a Global Professional Services Firm

Duration: 9 months
Users: 330,000 global Salesforce users
Industry: Global professional services

Sound familiar? “Our CRM has been customized so many times that people avoid using it.”

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Output

Redesigned Salesforce Sales Cloud console experience — including custom component library, accessibility-compliant UI patterns, and personalized account views — validated across multiple highly customized Salesforce org environments.

Two iPad tablets side by side showing a redesigned Salesforce Sales Cloud console — the left screen displays the SF Home dashboard with relationship goals, upcoming opportunities, pipeline by account, and today's events; the right screen shows the My Performance view with $820K in sales, 8.8% win rate donut chart, closed won and closed lost reason analysis, and a detailed opportunity table

Impact

+25%
Global user adoption
−13%
Support ticket volume
−15%
Manual reporting processes
20
Redundant CRMA reports eliminated

Problem

A global professional services firm with 330,000 Salesforce users was running multiple highly customized Salesforce orgs with over 500 custom components, siloed data behind custom security predicates, and a sales console experience that had grown too complex and inconsistent to drive consistent behavior at scale. Adoption was low, reporting was manual, and support ticket volume was high — all symptoms of a platform that had been configured rather than designed.

Approach

1

Conducted multiple discovery sessions in the form of design thinking workshops, readouts, and iterative design feedback sessions across stakeholder groups

2

Assessed all components — both out-of-the-box and custom — for ADA and WCAG accessibility compliance throughout the design process

3

Managed design velocity over a 9-month engagement with regular stakeholder alignment to prevent scope drift

4

Worked within significant constraints: limited access to back-end systems required creative workarounds and multiple design iterations to validate assumptions

Solution

A redesigned Salesforce Sales Console experience that reduced complexity, surfaced the right information at the right moment, and gave 330,000 consultants a unified, accessible interface across multiple org environments. The redesign drove measurable improvements in adoption, reduced the reporting and support burden on internal teams, and established a consistent design pattern foundation the firm could build on as the platform continued to evolve.