The challenge
A US-based waste-management company ran its commercial side on Salesforce Sales, Marketing and Service Clouds, but had no reliable way to read account health before problems surfaced. Customer-health signals were scattered, and the team was reacting to churn risk rather than seeing it coming.
They also needed a tangle of external systems to talk to Salesforce cleanly, from telephony and e-signature to accounting, alongside a customer community where account data could be presented in plain, graphical terms.
Our approach
We connected Gainsight to Salesforce and built trigger-driven automation that keeps health scores current and fires notifications the moment an account moves. On Heroku, we deployed Java applications for ETL and an Early Warning System, then wired the EWS back into Gainsight as a connected app so usage analytics and proactive alerts live alongside the rest of the customer record.
Around that core we integrated Twilio, DocuSign, Jive and QuickBooks, added custom product and vendor management with calendar and event handling, and stood up a customer community platform — with Heroku carrying the heavier analytics workloads so the system scales as the account base grows.