Streamlining Onboarding and Sales for a Global Marketplace Platform

Industry: Local Services / Marketplace Platforms

40%

faster onboarding and time-to-sell

~30%

increase in sales rep productivity

25%

higher conversions through better lead prioritization

Background

Our client, a leading global marketplace platform, manages onboarding and sales for service providers across EMEA and North America.

As the business grew, teams started working across multiple systems for onboarding, lead management, sales tracking and approvals.

Reps were switching between tools to get basic work done, data didn’t always match and keeping things consistent across regions started becoming difficult.

Industry Challenge

As they scaled, their sales and onboarding setup didn’t keep up at the same pace. Teams were working across different systems, which made it harder to trust the data and get a clear view of performance. At the same time, more manual effort was needed to keep processes running across regions.

Goals

  • Establish a single source of truth for sales and onboarding
  • Reduce manual work across lead management and approvals
  • Improve visibility into rep performance and customer journeys
  • Standardize processes across regions
  • Support growth without adding operational complexity

Implementation

Infoglen worked closely with the client’s team to bring sales and onboarding into a single, more structured setup on Salesforce.

Centralized Sales Platform

What changed for the business

Sales teams no longer had to switch between systems to manage leads and opportunities.

What was delivered

  • Consolidation of lead and opportunity data into Salesforce
  • One consistent source of truth across regions
  • More reliable and consistent reporting

Customer Approval & Onboarding Automation

What changed for the business

Onboarding stopped depending on constant follow-ups and coordination.

What was delivered

  • Digital consent capture using Salesforce Sites
  • Automatic updates once approvals were completed
  • A structured, audit-ready onboarding process

Engagement Tracking

What changed for the business

Managers didn’t have to rely on manually entered updates to understand deal progress.

What was delivered
  • Integration of calls, emails and meetings into Salesforce
  • Automatic logging of customer interactions
  • Clear visibility into deal progression

Performance Monitoring & Feedback

What changed for the business
Leaders could step in early instead of reacting after issues showed up.

What was delivered

  • Real-time dashboards for performance tracking
  • Escalation workflows for issue handling
  • Post-onboarding surveys to capture feedback

Support & Issue Management at Scale

What changed for the business
Issue handling became more structured and easier to track.

What was delivered

  • Implementation of Salesforce Cases
  • Centralized tracking of issues and enhancement requests
  • Faster resolution and better visibility into support workflows

Impact

Measurable Outcomes

  • 40% faster onboarding and ramp-up
  • 25% increase in conversion rates
  • ~30% boost in sales productivity
  • Complete visibility across sales and compliance

Qualitative Outcomes

  • More consistency across regions
  • Better visibility for managers
  • Less reliance on manual tracking
  • Sales and operations working more in sync

Technology Stack

  • Salesforce Sales Cloud
  • Salesforce Sites (Consent Management)
  • Custom Sales & Profile Quality Scoring
  • CTI Integration (Speakeasy)
  • Salesforce Surveys
  • Salesforce Cases

What the Customer Says

Infoglen helped bring structure to a setup that was spread across multiple systems. With sales and onboarding centralized, teams now have better visibility, faster execution and more consistency across regions.

Goals

• Establish a single source of truth for sales and onboarding

• Reduce manual effort across lead management and approvals

• Improve visibility into rep performance and customer journeys

• Standardize processes across regions

Implementation

• Salesforce as the centralized sales and onboarding platform

• Automated customer approval and onboarding workflows

• Integrated engagement tracking and performance monitoring

Results

• 40% faster onboarding and time-to-sell

• 30% increase in sales rep productivity

• 25% higher conversions through improved lead prioritization

• Greater visibility and consistency across regions

Products Used

Salesforce Experience Cloud

• Salesforce Sites

• Salesforce Cases

• Salesforce Surveys

• CTI Integration (Speakeasy)

• Custom Sales & Profile Quality Scoring

Frequently Asked Questions (FAQs)

  • Q: What challenge was the client trying to solve?
    The client was managing sales, onboarding and customer approvals across several different systems. As the business expanded into more regions, it became harder to keep data consistent, track progress and maintain the same process everywhere.
  • Q: What did Infoglen implement?
    We brought sales and onboarding onto Salesforce and connected the key processes in one place. This included lead and opportunity management, customer approvals, engagement tracking, support case management, reporting and performance dashboards.
  • Q: How did the onboarding process improve?
    Instead of relying on emails and manual follow-ups, customer approvals and onboarding became part of a structured workflow. Once approvals were completed, records updated automatically, helping teams onboard customers much faster.
  • Q: How did this help the sales team?
    Sales reps no longer had to work across multiple systems or spend time looking for customer information. Everything they needed was available in Salesforce, making it easier to manage opportunities and focus on selling.
  • Q: How did managers benefit from the new setup?
    Managers gained a clear view of pipeline activity, onboarding progress and team performance through real-time dashboards. This made it easier to spot issues early and support teams before small problems became bigger ones.
  • Q: What results did the project deliver?

    The client achieved:

    • 40% faster onboarding and time-to-sell
    • Around 30% higher sales productivity
    • 25% higher conversion rates through better lead prioritization
    • Better visibility and more consistent processes across regions
  • Q: Is this type of solution only for marketplace businesses?
    No. Any business that manages sales, onboarding or customer operations across multiple teams or regions can benefit from a more connected Salesforce setup.
  • Q: Can the solution grow as the business expands?
    Yes. The solution was designed to support growth without adding more manual work, making it easier to onboard more customers, support more users and maintain consistent processes across regions.

Looking to scale sales operations without adding complexity?

Let’s discuss how a more structured Salesforce setup can help your teams move faster while staying aligned across regions.