Sales, service and field on one Salesforce platform.

Expert Access Solutions is a UK-based specialist provider of access and security solutions, focused on the installation, servicing, maintenance and repair of automatic doors, entrance systems, industrial doors, shutters and related access technologies.

The company operates primarily across the South of England and provides consultation, installation, preventative maintenance, modernisation and emergency repair services to help businesses maintain secure, safe and compliant premises.

Expert Access Solutions needed to modernise and unify its sales and service operations on a single Salesforce platform. The business had outgrown its previous platform as operational processes became more complex and required greater flexibility, automation and integration across departments.

While the previous solution had supported the business during an earlier stage of growth, Expert Access Solutions required a more scalable platform that could support evolving sales, service and field operations, provide deeper visibility of business performance, and integrate with other critical systems. Processes had become increasingly fragmented and reliant on manual intervention, creating challenges around consistency, user adoption and data quality.

In Sales Cloud, the priority was a consistent, end-to-end process spanning lead and opportunity management, quoting, discount approvals and invoicing, with better visibility into quote history, financial changes, margin, and the split between new and existing business. A specific pain point was the lack of a consistent, automated approval step for discounts above agreed thresholds, which the business wanted enforced systematically rather than left to individual judgement.

Service Cloud requirements centred on more efficient case handling through automated assignment, SLA tracking and email integration, so support queries could be resolved faster and more consistently.

Salesforce Field Service was a major part of the transformation: the business needed to schedule engineers intelligently based on skills and location, manage work orders and inventory with more rigour, and give engineers a way to capture real-time service reports and customer sign-offs on site.

Underpinning all of this was a requirement for bi-directional integration between Salesforce and Microsoft Dynamics via MuleSoft, so that customer, product and financial data stayed consistent across both systems.

Sales, service and field operations run on a single connected platform, covering the full customer lifecycle from first contact through to invoicing and ongoing service.

Sales teams follow one consistent process from lead to invoice, with a custom pricing engine improving quoting accuracy and cutting manual effort.

Contract management and full visibility of quote history and financial changes give the business tighter control and a clear audit trail.

Support teams work from unified case management with automated SLA tracking and escalation, so every case is resolved against a measurable standard.

Schedulers and engineers share one system for scheduling, work orders and real-time reporting, with sign-off captured directly from site.

The MuleSoft integration with Microsoft Dynamics removed manual data entry between the two platforms, keeping accounts, products and financial documents synchronised.