One customer. One picture.
PF Concept is Europe's market leader in promotional products, part of the Polyconcept Group, serving distributors with a catalogue of more than 10,000 promotional products. Cloud Integrate migrated its service operation from Zendesk into Salesforce and unified sales and service on one platform, live with 120 users on day one.
Systems that could not see each other.
With hundreds of distributor relationships, a complex product catalogue and high-volume order operations across nine European sales offices, PF Concept needed its sales and service teams to work from the same picture. Its systems made that impossible.
Four ways the picture stayed split.
Service in one system, sales in another.
Customer service ran on Zendesk, completely disconnected from sales data and order information in Salesforce. There was no shared view of accounts, contacts or orders across the two teams.
Cases lost to duplicates.
Duplicate contact records were breaking email-to-case routing, sending cases to the wrong queues or losing them entirely.
No context at the moment it mattered.
Agents had no access to billing or invoice information while handling order-related enquiries, forcing constant system-switching mid-conversation.
A service team stuck in reactive mode.
Without commercial context, the service team was confined to a reactive, transactional role, resolving tickets rather than supporting relationships.
A service agent could not see the commercial relationship. A sales rep could not see the open issues.
One platform, migrated without losing the past.
Cloud Integrate migrated PF Concept's service operation from Zendesk to Salesforce Service Cloud, including historical tickets, contacts, knowledge articles and attachments, and unified it with the existing Sales Cloud. Email-to-case routing was rebuilt on the Account Contact Relationship framework, supporting multi-account contacts and resolving the duplicate routing failures, while Omni-Channel skills-based routing assigns every incoming case to the right team automatically.
Billy, PF Concept's billing platform, was integrated so agents see invoice status, payment information and order context directly in the case record. Engaige was added as the AI-assisted layer for customer engagement and order processing, automating routine enquiries. Role-specific Service Console experiences give agents and managers tailored homepages, SLA tracking and real-time performance dashboards.
| From | To |
|---|---|
| Zendesk disconnected from the commercial picture | Sales and service on one Salesforce platform |
| Duplicate contacts breaking case routing | ACR-based routing that lands every case |
| Agents switching systems for invoice context | Billing and order data inside the case record |
| Routine enquiries handled by hand | AI-assisted resolution through Engaige |
| A reactive, transactional service team | Agents spotting commercial opportunities |
Live on day one, commercial from day one.
The platform went live with 120 users, sales and service working from the same customer data for the first time in PF Concept's history. Agents now hold full account, order and billing context, taking on a more commercial role: identifying opportunities and supporting the sales relationship rather than only resolving tickets. Engaige automates routine order interactions, reducing case volume and improving response times, managers track performance and SLA compliance in real time, and the foundation is in place to scale commercial and service operations on a single platform.
Day one was already business as usual.
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