From Manual Guesswork to Real-Time Visibility — Salesforce Rebuilt for B2B Manufacturing
A mid-market manufacturing company managing sales and customer operations across multiple teams had lost visibility into customer interactions — every rep tracked calls differently, storage was overflowing, and reporting was always a week behind. We rebuilt their Salesforce Sales Cloud from the inside: automated activity tracking, six live dashboards, GB-level storage recovery, and a call logging flow that replaced a four-step manual process with a single screen.
tracking effort
visibility
and stabilised
deployed
a single screen
records going forward
Six Operational Problems That Eroded Visibility — and Six Fixes That Restored It
Five Phases That Took the Org From Broken to Best-in-Class
Audited Every Activity Source Before Touching Configuration
We mapped every place customer interaction data existed in the org — Tasks, Events, MSI, Opportunities, Emails — and documented the gaps between what existed and what the sales team actually needed to see. We identified the Email-to-Case storage sink during this phase, which wasn't on the client's original scope but was the largest immediate issue.
Built Last Contact Tracking That Aggregates All Activity Sources
We replaced fragmented formula logic — which had hit Salesforce limits — with DLRS rollup fields feeding a Flow that calculates Last Contact Date and Days Since Last Contact. The logic aggregates Tasks, Events, MSI interactions, and Opportunities in a single pass. We also rebuilt the MSI automation at both Account and Opportunity level, fixing a longstanding tracking gap.
Replaced Multi-Step Call Logging with a Single Screen Flow
We built a Screen Flow launched directly from the Account page layout that guides reps through call logging in one screen — outcome selection, notes, and next action — with standardised Call Outcome options including the newly requested "Definite Growth Call" category. We also reconfigured page layouts and UI across Account and related objects to reduce visual clutter and surface the most-used fields.
Recovered GB-Level Storage and Eliminated Duplicate Records
We disabled the Email-to-Case attachment auto-save setting that was the root cause of the storage spike, then performed a structured cleanup: all attachments over 25 MB deleted outright, attachments over 10 MB older than 12 months cleared, and 2–5 MB older files cleaned in a second pass. In parallel, we merged confirmed duplicate accounts, enforced Customer Code uniqueness via a validation rule, and updated Customer Rating and Type fields from a provided data file.
Six Live Dashboards and Configured Permissions Across All Teams
We built six dashboards covering every team's reporting needs: Sales Manager performance, RFQ Pipeline visibility, Task & Events tracking, MSI performance, AR & Shipping call outcomes, and Definite Growth Call volume. We also configured permissions for the customer service team — giving them edit access on the records they needed without granting admin rights — and prepared the CTI (3CX) configuration for the next phase of implementation.
Logging a call used to mean navigating three different screens and hoping the rep remembered to save everything correctly. Now it's one screen on the Account page — outcome selected, notes in, done. The dashboards mean we're not waiting until Monday to find out what the team called last week. We see it the same day.
— Twopir Project Lead · Mid-Market B2B Manufacturing Company · 2025What Changed — In Numbers and in Practice
Manual tracking effort eliminated
DLRS rollups and Flow automation now calculate Last Contact Date and Days Since Last Contact automatically across all activity sources — reps and managers no longer maintain this manually.
Storage capacity recovered and stabilised
A structured size-and-age-based cleanup removed the attachment backlog, and disabling the Email-to-Case auto-save setting stopped the underlying storage growth at the source.
Live dashboards across every team
Sales Manager, RFQ Pipeline, Task & Events, MSI, AR & Shipping, and Definite Growth Call — each team now has a dedicated real-time view without relying on manual reports or a Salesforce admin.
Call logging simplified to a single Account-page Flow
The Screen Flow replaced a fragmented multi-step logging process, standardised call outcome options, and reduced the clicks required to log and complete a customer call record.
Duplicate Customer Codes going forward
A validation rule enforces uniqueness at the point of entry. Combined with the duplicate account merge, the CRM data is now reliable as a source of truth for the first time in years.
Leadership sees interaction data the day it happens
Real-time dashboards mean managers no longer wait until the next morning or the following Monday — pipeline issues, call gaps, and performance trends are visible as they occur.
Running a similar manufacturing or B2B sales operation?
If your sales team is still logging calls manually and your managers are reading last week's activity report, we can show you exactly what's slowing you down — at no cost.
The Tools and Techniques Behind This Engagement
Running a similar manufacturing or B2B sales operation?
If your sales team is still logging calls manually and your managers are reading last week's activity report, we can show you exactly what's slowing you down — at no cost. Free Salesforce audit, findings delivered in 5 business days, no commitment required.
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