A global retailer needed Salesforce performance to protect sales and customer service
The client operates more than 40 brands worldwide and relies on Salesforce for core product fulfilment and corporate customer service through global call centres. Slowing Salesforce transactions were increasing call handling time, reducing sales capacity, and putting pressure on operational staffing.
Salesforce performance issues were visible to users before they were visible to operations
Longer call processing
Slower Salesforce transactions increased call processing times by 30 percent, affecting sales volume and staffing requirements.
Availability-first monitoring
IT operations were focused on whether services were available, not whether the application experience was performing as required.
No transaction benchmarks
The service catalog did not define transaction-time benchmarks for Salesforce, making underperforming service elements hard to isolate.
Siloed root-cause analysis
Infrastructure, cloud, and application teams lacked a shared view for separating responsibility and fixing performance issues quickly.
Ikara made Salesforce service levels measurable across cloud, application, and infrastructure layers
Automate SLA reporting
Automate global SLA reporting with Ikara to separate infrastructure, cloud, and application service delivery performance.
Establish service KPIs
Benchmark expected transaction times for core Salesforce business functions across the IT service catalog.
Expose cloud misconfiguration
Identify an in-cloud proxy that had not been deployed according to vendor best practice.
Find DNS defects
Surface empty DNS records replicating globally and contributing to avoidable service degradation.
Test vendor performance
Show where a global infrastructure vendor's product was not meeting core functional specifications in operation.
Reduce incidents and MTTR
Use automated incident detection and compliance reporting to cut incident frequency and accelerate repair.
Salesforce became faster, clearer to govern, and less costly to operate
Ikara helped the client reduce transaction-time impact, detect incidents automatically, lower MTTR, and maintain a clear separation of service KPIs across providers and delivery layers.
30 percent faster business transactions
Global Salesforce process transaction times improved, helping call centres operate more efficiently.
60 percent fewer incidents
Automated detection and compliance reporting reduced Salesforce incident occurrences.
88 percent lower MTTR
Clear service visibility helped teams repair issues faster and reduce lost revenue and productivity.
Service compliance turned Salesforce SLA management into an operational advantage
By establishing Salesforce KPIs, automating SLA reporting, and exposing root causes across service layers, Ikara helped the client improve call-centre efficiency and reduce operational disruption at global scale.
Make Salesforce performance accountable.
See how Ikara can turn application experience into measurable service compliance.
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