Driving 20% Higher Customer Retention with Connected Sales and Billing

Industry: Financial Services

20%

improvement in customer retention

30%

reduction in meeting coordination time

25%

reduction in manual effort and errors

15%

increase in customer satisfaction

Background

Ryan is a global tax services and software provider operating across complex sales and financial workflows. Over time, their systems evolved in silos, lead management, billing, commissions and meetings all ran through different tools with heavy manual intervention.
This made everyday operations slower, less reliable and harder to scale.

Industry Challenge

In global financial services, disconnected systems slow down growth. When sales, finance and operations work separately, it leads to missed revenue, errors in commissions and poor visibility into the pipeline. Teams end up relying on manual work and customer management becomes reactive, making it harder to scale smoothly.

Goals

  • Bring lead, sales and billing workflows into one system
  • Reduce manual effort and process gaps
  • Introduce structured approvals and automation
  • Improve reporting and visibility
  • Strengthen access control

Implementation

Infoglen approached this as a connected transformation across sales, finance and operations. The focus was on removing breakpoints in day-to-day workflows and reducing manual dependency across teams.

Details of Implementation

Lead & Pipeline Alignment

Integrated HubSpot with Salesforce and set up clear lead stages to manage the full lead-to-opportunity journey.

Account & Data Management

Automated account and contact creation with defined data structures to keep records consistent.

Quote, Billing & Invoicing Integration

Connected Salesforce with Xero and set up structured quoting with approval workflows.

Sales Commission Automation

Automated commission calculations and added approval steps for validation.

Meetings & Collaboration

Integrated Zoom and Outlook with Salesforce to manage meeting scheduling and tracking.

Access & Governance

Set up role-based access and hierarchy to control data visibility

Project & Resource Planning

Established sprint-based project planning with resource allocation and progress tracking.

Impact

Measurable Outcomes

  • 15% increase in customer satisfaction
  • 20% improvement in retention
  • 30% faster meeting scheduling
  • 25% reduction in manual effort

Qualitative Outcomes

  • Better alignment across sales, finance and operations
  • Reduced dependency on manual processes
  • More consistent and reliable data
  • Improved usability across teams

Technology Stack

  • Salesforce CRM
  • HubSpot
  • Xero
  • Zoom & Outlook
  • Power BI

Goals

• Connect sales, billing and operations

• Reduce manual work

• Improve visibility and control

• Build a scalable system

Implementation

• HubSpot–Salesforce integration

• Automated workflows across accounts, billing and commissions

• Salesforce–Xero integration

• Role-based access and governance

• Integrated meeting planning

Results

• 15% increase in customer satisfaction

• 20% improvement in retention

• 30% faster scheduling

• 25% reduction in manual effort

• More aligned operations

Products Used

• Salesforce CRM

• HubSpot

• Xero

• Zoom & Outlook

• Power BI

Frequently Asked Questions (FAQs)

  • Q: How can Salesforce improve customer retention for financial services companies?
    By bringing sales, customer data, billing and service processes into one platform, Salesforce gives teams better visibility into customer relationships, reduces delays and enables more consistent customer experiences. In this project, the client improved customer retention by 20% after streamlining these processes.
  • Q: How does Salesforce integrate sales and billing processes?
    Salesforce can connect with accounting and finance platforms such as Xero to automate quoting, approvals, billing and invoicing. This reduces manual work, improves accuracy and ensures sales and finance teams work from the same information.
  • Q: What are the benefits of integrating HubSpot with Salesforce?
    Integrating HubSpot with Salesforce creates a seamless flow of lead and customer data between marketing and sales. It helps teams manage the complete lead-to-opportunity journey while reducing duplicate data entry and improving reporting.
  • Q: How can Salesforce automation reduce manual work?
    Salesforce automates repetitive tasks such as account creation, approval workflows, commission calculations and meeting coordination. This allows teams to spend less time on administrative work and more time serving customers and closing business.
  • Q: Why is Salesforce a good fit for financial services organizations?
    Financial services companies often manage complex customer relationships, approvals and billing processes. Salesforce helps centralize these operations, improve compliance, strengthen reporting and provide better visibility across departments.
  • Q: What business results can a Salesforce CRM implementation deliver?

    Results vary by organization, but this implementation delivered:

    • 20% improvement in customer retention
    • 30% faster meeting scheduling
      25% reduction in manual effort and errors
    • 15% increase in customer satisfaction
  • Q: Which Salesforce integrations were used in this project?
    This implementation integrated Salesforce CRM with HubSpot, Xero, Zoom, Outlook and Power BI to create a connected platform for sales, finance and operations.
  • Q: Can Infoglen help modernize existing Salesforce and business systems?
    Can Infoglen help modernize existing Salesforce and business systems? Yes. Whether you're looking to integrate third-party applications, automate business processes or optimize an existing Salesforce environment, Infoglen helps organizations build connected systems that improve efficiency and support long-term growth.

Looking to simplify disconnected sales and billing processes?

Let’s discuss how a more connected and automated Salesforce setup can help your teams move faster and work with better visibility.