CRM, ITSM and automation, move by move.
Salesforce orgs that grew sideways, ServiceNow instances two upgrades behind, automation bots that broke when a screen changed. The work here is cleaning up and moving forward without stopping the service desk.
- Merging multiple Salesforce orgsconsolidation · delivered
- Replacing a homegrown or Siebel CRM nobody wants to touch with Salesforce or Dynamics 365migration · delivered
- Salesforce Workflow Rules and Process Builder to Flowupgrade · delivered
- Self-hosted Dynamics CRM to Dynamics 365 online, where Microsoft runs the serversmigration · delivered
- ServiceNow family upgrades, CMDB health and CSDMupgrade · delivered
Merging multiple Salesforce orgs
Told without the client's name or anything that could identify them.
A distribution company that had grown by acquisition ended up with several Salesforce orgs, each with its own admins, packages and integrations, and the same customers held as different accounts. Leadership couldn't get one pipeline report without exporting from each org. We compared metadata across the orgs first, chose the surviving org and agreed one data model and sharing design. Users moved to a single SSO setup, duplicate accounts were matched and merged with a data steward approving each one, and business units moved in waves until every source org was read-only and archived.
what the client got- One pipeline report from one orgNobody stitches exports together for the pipeline report now. Sales data for every business unit sits in the surviving org.
- Each customer exists onceWe merged duplicate accounts and contacts before the load, and external IDs on every record kept parent and child links together.
- People keep one login across wavesOne SSO setup, federation IDs for everyone, and permission set groups where the old profiles used to be.
All 5 in crm, itsm and automation
Read any of them and you get the story, the before-and-after architecture, the plan phase by phase and the results.
Merging multiple Salesforce orgs
Consolidating the Salesforce orgs that acquisitions and regional builds left behind, with data models, users, automation and integrations merged into one.
read the case studyReplacing a homegrown or Siebel CRM nobody wants to touch with Salesforce or Dynamics 365
Outgrown a homegrown or Siebel CRM? We move its business rules, data and integrations to Salesforce or Dynamics 365, one business unit at a time.
read the case studySalesforce Workflow Rules and Process Builder to Flow
Moving Workflow Rules and Process Builder to Flow after end of support, consolidated per object and tested before the old rules are turned off.
read the case studySelf-hosted Dynamics CRM to Dynamics 365 online, where Microsoft runs the servers
Hosting Dynamics CRM yourself or with a partner keeps you on the on-premises product and its support dates. We move 9.x orgs to Dynamics 365 online.
read the case studyServiceNow family upgrades, CMDB health and CSDM
Upgrading ServiceNow to the Brazil family and fixing CMDB health against CSDM 5 at the same time, so upgrades get easier and AI features read good data.
read the case studyNot sure which one fits?
Send us what you run and what's due. An engineer reads it and tells you where we'd start.
start an assessment →Risks that keep coming up
One risk from each of these moves, and the case study that shows how we handled it when it hit.
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New record IDs break links
Migrated records come out with new Salesforce IDs. Integrations, reports, email links and external systems holding old IDs break unless they get a lookup or an update.
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Rules buried in code
Pricing, territory and entitlement logic often lives in eScript or stored procedures. Rules nobody documented come back as defects after go-live.
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Order of execution changes
Workflow field updates can re-fire triggers in ways flows don't. Moving logic can change results or cause recursion if save order isn't tested.
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Unsupported customizations stall the move in Lifecycle Services
Microsoft's program puts fixing unsupported customizations and SQL-level changes on the customer or partner. Finding them late stalls the migration in Lifecycle Services.
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Skipped records pile up
Unreviewed skipped records mean features silently stay on old versions. They grow with each upgrade until one upgrade breaks something visible.
Platforms and services across these moves
Ordered by how often they appear in this area's case studies.
01Should we keep our homegrown CRM, rebuild it, or replace it?
Keep it if it does something no packaged CRM handles well and you still have developers who know the code. A rebuild on newer tech usually ends up with the same problem, because the knowledge still sits with a few people. If most of the work is accounts, contacts, opportunities and cases, move to Salesforce or Dynamics 365 and rebuild only the parts that really are different.
02Is the Migrate to Flow tool enough?
It's fine for the simple stuff. Because it converts one rule or process at a time, a complex org ends up with a pile of little flows to consolidate and test.
03We host Dynamics CRM ourselves. Should Microsoft host it instead?
There are two ways to host it. The on-premises product runs on servers you or a hosting partner look after, and whoever runs them keeps patching Windows, SQL Server and CRM. Microsoft's extended support for version 9.1 ends on 9 January 2031. A partner moves the servers, but it's still the on-premises product with the same dates. Dynamics 365 online is Microsoft's own hosting. You pick the region, and the April and October updates arrive on their own and can't be postponed.
04Should we upgrade first or fix the CMDB first?
Usually the upgrade first, with skipped records cleaned up, because it reduces the version gap. CMDB work then runs on the current family. If the CMDB is so bad that change management is unsafe, we start both together.
More case studies by area
The same approach, applied to other parts of the estate.
e62e239f - 01Book a 30-minute working sessionsenior engineer
- 02Talk to an engineer about your setupreply within 24 hours
- 03See how similar projects wentcase studies
Facing one of these moves?
Tell us what you're on now and where you need to be. We'll come back with how we'd run the move.
- The platform and the version you're on
- Where you need to get to, and by when
- What's custom: rules, plugins, integrations
- Any audit finding or deadline driving it