PROBLEM
Plentific is a global end‑to‑end property management SaaS platform that helps landlords and property managers streamline repairs and maintenance by connecting them with a marketplace of trusted local trade professionals.
As Plentific scaled internationally, its existing systems became a barrier to growth. Data was dispersed across multiple platforms, teams were working in silos, and there was no single view of the customer journey across sales, onboarding, and support.
Key challenges included:
- No single source of truth
Customer and operational data was spread across multiple systems, making it difficult for teams to access accurate, consistent information. - Siloed teams and disconnected support channels
Customer service interactions were handled across multiple platforms, with no unified view of customer history or engagement. - Complex pricing model not supported by CRM
Plentific’s sophisticated SaaS pricing matrix could not be accommodated by their existing CRM, limiting accurate quote generation. - Inconsistent ways of working
Different teams engaged customers in different ways, resulting in inefficiencies and a lack of consistency in customer experience. - Limited scalability
While the business was growing rapidly, its systems and processes were not designed to scale efficiently alongside it.
Plentific needed a future‑proof CRM platform that could unify data, support complex pricing, streamline service delivery, and scale with the business.
SOLUTION
Cooper Parry Digital implemented a fully integrated Salesforce ecosystem using Sales Cloud, Service Cloud, and Digital Engagement, with deep integrations into Plentific’s back‑end platform and third‑party tools.
The solution included:
- Salesforce as the core CRM platform
Salesforce became the central system for sales, onboarding, and customer service, creating a single platform for customer engagement. - Bi‑directional back‑end integration
Salesforce was integrated with Plentific’s proprietary back‑end platform, enabling real‑time, two‑way data synchronisation and ensuring data accuracy across systems. - Single source of truth for customer data
Integrations with multiple third‑party platforms surface all relevant customer data in one place, delivering a true 360° customer view. - Support for complex SaaS pricing
Salesforce Sales Cloud was configured to support Plentific’s complex pricing matrix, enabling accurate SaaS and one‑off pricing calculations directly within CRM. - Standardised, scalable processes
Business processes were refined and standardised so all teams worked in the same way, improving efficiency and customer consistency. - Faster customer onboarding
Custom Salesforce objects streamlined onboarding workflows and ensured full visibility of the customer journey across teams. - Omni‑channel customer service
Salesforce Service Cloud with Omni‑Channel routing enables cases to be assigned automatically based on agent availability, capacity, and skillset. - Digital engagement at scale
Live Chat, chatbots, Facebook Messenger, and WhatsApp were integrated into Service Cloud, giving Plentific’s customers multiple seamless ways to engage.
VALUE ADDED
The Salesforce solution delivered by Cooper Parry Digital enabled Plentific to scale confidently while delivering a consistent, high‑quality customer experience.
Key outcomes included:
- A single, real‑time source of truth
All customer, sales, onboarding, and service data is now accessible in one platform. - Elimination of operational silos
Real‑time integrations ensure teams collaborate using consistent, up‑to‑date data. - Faster customer service resolution
Omni‑Channel routing and unified engagement channels delivered a 23% improvement in customer service resolution speed. - Accurate, scalable quoting
Salesforce now fully supports Plentific’s complex pricing structures, improving sales efficiency and accuracy. - Improved business insight
Salesforce reports and dashboards provide instant visibility across sales, onboarding, finance, and support. - Consistent customer experience
Customers receive a uniform service regardless of how they choose to engage with Plentific. - Future‑ready CRM foundation
By relying on core Salesforce features rather than heavy customisation, Plentific is well positioned to benefit from future Salesforce enhancements.
