Measurement manufacturer tunes global service for precision at scale

The client's products are all about precision, but their service landscape was anything but. Sales and service operated on different Salesforce orgs, field service capability existed in just one region, and the customer portal wasn't properly connected to anything behind the scenes.

No one had a complete picture of the customer or the installed base. Cases bounced between teams, entitlements were handled manually, and local workarounds had grown up in each region – slowing response times, complicating governance, and making it hard to scale a consistent service model worldwide.

The business had already invested in multiple clouds and tools – Service Cloud, ServiceMax, Experience Cloud, MuleSoft and ERP – but they weren't yet behaving like a single service engine. My role was to pull those pieces together, finish the build, and lead the programme safely through testing, cutover and global rollout.

I led the consolidation of service into a single global Salesforce org, aligning technology and operating model from the outset. We designed and implemented a Service Target Operating Model that standardised case-to-work-order processes, entitlement-based SLAs, and Omni-Channel routing across regions, so every customer followed the same high-quality path regardless of where they were based.

Working across eight workstreams and a ~50-person delivery team, I coordinated five vendors and internal stakeholders in 20 countries to complete build, drive integration, and land the new model. We migrated field service onto ServiceMax, extended capability beyond the original region, and enabled customer self-service via the portal so simpler requests never needed to hit the contact centre.

To de-risk go-live, I ran an eight-week global UAT cycle, putting real users from each region through end-to-end scenarios, triaging defects daily and tracking readiness through Jira dashboards that gave executives live visibility of progress, risks, and decisions.

Finally, we managed a complex org cutover and a legal-entity carve-out, integrating multiple ERPs and the customer portal with ServiceMax CPQ. This created an end-to-end revenue lifecycle where agents could raise accurate service quotes directly from cases, pricing flowed cleanly into finance, and leadership could finally see service performance and revenue in one consistent set of reports.