PROBLEM
Total Processing is a UK‑based payments provider delivering secure, bespoke payment solutions to businesses. Founded in 2015, the company has grown rapidly by investing in modern technology and prioritising service quality and security within the payments market.
As the business scaled, Total Processing found that its legacy, disconnected systems were holding it back. Sales, marketing, and customer service operations were spread across multiple platforms, making it difficult to gain insight, collaborate effectively, or deliver a consistent customer experience.
Key challenges included:
- Multiple legacy systems and data silos
Disparate systems across sales, marketing, and service prevented a holistic view of customers and operations. - Manual, time‑consuming processes
Lack of automation resulted in duplicated effort, slow workflows, and increased risk of errors. - No 360° view of customers or operations
Teams were working in isolation, limiting visibility across the customer lifecycle. - Limited reporting and analytics
Consolidated, accurate reporting was difficult to achieve due to fragmented data sources. - Poor user experience
Outdated platforms were inflexible, costly to maintain, and unable to scale alongside the business.
Total Processing needed a modern, cloud‑based CRM that could unify operations, improve automation, and provide advanced analytics to support data‑driven decision‑making.
SOLUTION
Cooper Parry Digital delivered a multi‑cloud Salesforce implementation, unifying sales, service, marketing, analytics, and partner engagement into a single, scalable platform.
The solution included:
- Salesforce as a single operational platform
Sales, service, marketing, and partner activities were consolidated into one cloud‑based CRM, eliminating silos and duplication. - Sales Cloud and Service Cloud integration
Customer interactions, issues, and service cases are now fully visible across the organisation, enabling stronger collaboration and faster resolution. - Advanced marketing automation with Pardot
Pardot enables timely, personalised communications, helping marketing teams generate new revenue opportunities and giving sales teams visibility into engagement levels. - Automated customer service workflows
Service Cloud automates case routing and management so enquiries are handled by the right teams quickly and consistently. - Advanced system integrations
Salesforce was integrated with multiple platforms including:- Custom web application forms
- Xero accounting software
- FastDocs document verification
- Total Control payment processing platform
These integrations reduced manual data entry and improved operational efficiency.
- Partner portal via Experience Cloud
A bespoke partner portal allows external partners to submit leads, track progress, and securely manage referral payments. - AI‑enhanced analytics with Tableau CRM
Tableau CRM consolidates millions of data records into unified datasets, enabling AI‑driven dashboards to identify trends, predict outcomes, and support strategic decisions.
VALUE ADDED
The Salesforce solution delivered by Cooper Parry Digital transformed Total Processing’s digital architecture into a scalable, insight‑driven platform.
Key outcomes included:
- A single, trusted source of data
All sales, marketing, service, and partner data now lives in one secure cloud platform. - True 360° operational visibility
Teams can see the full customer journey, improving collaboration and consistency. - Significant reduction in manual work
Automation streamlined document collection, customer notifications, and internal workflows. - Improved customer service quality
Centralised case management and automation improved response times and service standards. - Enhanced reporting and decision‑making
Advanced dashboards provide leadership with real‑time insight across sales, service, and marketing. - Improved marketing effectiveness
Personalised, data‑driven campaigns improved lead quality and sales follow‑up. - Secure and scalable partner engagement
The partner portal simplified collaboration and supported controlled growth through referrals. - Future‑ready CRM foundation
The Salesforce platform has become critical to the business, supporting ongoing optimisation and long‑term scalability.
