The challenge
ProcessBarron's sales and service teams were losing time to their own systems. Routine CRM administration — creating records, updating fields, chasing down context — consumed hours that should have gone to selling and servicing accounts.
The gaps compounded each other. Incomplete records and inconsistent data standards weakened reporting accuracy and eroded executive confidence in the pipeline. Stale opportunities sat in the wrong stage with outdated close dates and no clear owner, distorting forecasts and delaying the interventions that could have saved them.
Equipment, inspection and maintenance history lived across three separate systems: Salesforce, SharePoint and CrewConX. None of them talked to each other. That fragmentation made it nearly impossible to connect service history to revenue opportunity, leaving teams to react to service needs and escalations instead of anticipating them. Renewal confidence and account growth depended on visibility the organization simply didn't have.
The TELUS Digital solution
TELUS Digital built ProcessBarron an internal employee agent, powered by Agentforce and integrated with Salesforce and Data 360, to turn scattered administrative work and disconnected data into a single conversational system.
The agent covers four core topics: case creation, contact and opportunity management, deal execution and general CRM intelligence, built using Flows, Apex and Prompt Templates. Sales teams can now handle routine CRM tasks through conversation instead of manual data entry.
On top of that foundation, TELUS Digital layered sales intelligence capabilities purpose-built for ProcessBarron's forecast problem. The agent detects stale opportunities automatically, generates summaries of what changed and why it matters, and recommends specific next steps to move a deal forward or flag it for review.
To close the data fragmentation gap, TELUS Digital ingested equipment and maintenance data from SharePoint and CrewConX into Data 360 using Data Streams, data lake objects (DLOs), data model objects (DMOs) and data graphs.
The results
ProcessBarron moved from three disconnected systems and manual administrative overhead to one conversational agent covering CRM operations, pipeline intelligence and equipment insight. The shift changed how quickly teams could act on what they already knew with impact across sales, service and forecasting:
- Administrative burden dropped significantly as conversational CRM automation replaced manual record creation and updates
- Pipeline hygiene and forecasting accuracy improved through proactive, automated stale opportunity detection
- Sales and service teams gained a single, unified view of equipment health and maintenance history, sourced from three previously separate systems
- Decision-making sped up across sales and service functions, supported by prescriptive next-step recommendations
- Customer engagement and upsell readiness strengthened through AI-driven insights and more structured service planning
