One customer journey. A connected view.
Connecting sales, service and communication across a high-value property business.
Reviewed 15 October 2026 · External project · Source: Salesforce
Illustrative image. Not an image of the company or project discussed.
The challenge
Customer information was fragmented across calls, emails and chats, limiting visibility and continuity between teams.
The approach
Salesforce describes centralised lead capture and routing, shared customer records, ERP integration and dashboards. Communication and service workflows were connected to the same customer context.
What the source reports
The source reports that 96% of customer queries received a response within defined turnaround times. These are results reported by Salesforce for M3M, not Madev results.
A practical takeaway
Start with consistent lead records and ownership. Add communication and service workflows as the underlying data and process mature.