PROBLEM
ID‑Pal is a global provider of AI‑powered identity verification and AML screening solutions. As the business continued to grow, ID‑Pal needed a way to manage all sales, service, onboarding and marketing activity within a single, unified platform.
While ID‑Pal already had robust customer onboarding portals and processes, these were not compatible with Salesforce and were spread across different systems. This limited visibility of customer activity, made reporting more complex, and created challenges around scalability, data validation and marketing attribution. The business required a CRM that could deliver a true 360‑degree customer view while maintaining a familiar user experience for customers and internal teams.
SOLUTION
ID‑Pal partnered with Cooper Parry Digital to design and implement a bespoke Salesforce solution combining Sales Cloud, Service Cloud, Marketing Cloud and Experience Cloud.
Our team rebuilt ID‑Pal’s existing customer community within Salesforce, carefully replicating the look and feel of the original portal to ensure a smooth transition. The solution included:
- A single source of truth for customer data within Salesforce
- Custom onboarding journeys with integrated web components for faster data collection
- Automated lead, opportunity and task management within Sales Cloud
- Enhanced customer support workflows using Service Cloud, including SLA tracking and reporting
- Integrated marketing activity tracking and ROI reporting via Marketing Cloud
- A scalable Salesforce architecture designed to grow with ID‑Pal’s future requirements
The solution went live in July 2023 and was designed to support both internal users and customers with minimal disruption.
VALUE ADDED
- A 360‑degree view of customers across sales, service, onboarding and marketing
- Reduced manual effort through automation and guided user journeys
- Faster, more efficient customer onboarding and support processes
- Improved data accuracy, validation and reporting
- Deeper marketing insight and clearer attribution of activity and ROI
- A scalable, future‑proof CRM platform capable of supporting ongoing growth
As a result, ID‑Pal now operates from a unified Salesforce platform that improves efficiency, customer experience and decision‑making, while providing the flexibility to scale as the business continues to expand.
