How KVP's 6-step Adoption & Enhancement Services framework rebuilt user trust, simplified the org, and unlocked 60% sales productivity gains for a multi-brand fashion portfolio.
Team
150+ users
Industry
Multi-brand fashion
Timeline
6 months
Outcome
85% adoption
A leading South Asian fashion retailer with a multi-brand portfolio spanning premium apparel, accessories and lifestyle. Operating 200+ retail stores, an active e-commerce channel and a large wholesale franchise network, the business had invested in Salesforce three years earlier to unify sales, merchandising, store operations and customer data.
Despite multiple implementation partners and a sizable internal admin team, adoption never crossed 20%. Leadership was on the verge of writing off the investment when KVP was engaged.
Adoption stalled below 20%
Sales reps bypassed Salesforce, logging deals in spreadsheets. Leadership couldn't trust pipeline numbers.
Over-customised, slow screens
Lead and opportunity pages had 80+ fields with conditional logic, taking 3–4 minutes to load on store iPads.
Poor data quality
Duplicate accounts, inconsistent SKU codes and missing contact details made segmentation impossible.
Reporting chaos
Six versions of the same revenue report. Regional heads built shadow Excel models every Monday.
No mobile story
Store managers and merchandisers were desk-bound. Field activity capture was virtually nil.
Eroded leadership trust
After two failed enhancement attempts, the CIO was preparing a business case to retire the platform.
Our Adoption & Enhancement Services framework treats Salesforce as a living product — not a project. Each phase compounds value from the previous one, restoring confidence within weeks.
Week 1–3
Week 4–8
Week 9–12
Week 13–18
Ongoing
Throughout
Separate compact layouts for store managers, regional heads, merchandisers and CXOs. Average screen load dropped from 4s to under 1s.
Deduplication rules, SKU master cleansing, account-hierarchy ownership and weekly data-health scorecards published to leadership.
Salesforce Mobile + Field Service for store visits, stock checks, visual merchandising audits and customer add-to-loyalty flows.
Six conflicting reports replaced by 12 governed CRM Analytics dashboards — same numbers in every Monday review.
Flows for lead routing, visit scheduling, approval shortcuts and reorder reminders — built incrementally with rollback safety nets.
Champion network across 12 regions, monthly office hours, in-app guidance via Walkthroughs and a gamified leaderboard.
85%
Active user adoption
Up from <20% in 6 months
60%
Sales productivity gain
Measured by reps' time on customer-facing work
200%
Improvement in data quality
Master-data scorecard YoY
40%
Reduction in manual processes
Approval, allocation, reporting flows
50%
Faster reports & dashboards
From hours of reconciliation to real-time
0
Shadow Excel reports
in regional review meetings
"KVP's AES framework didn't just fix our Salesforce — it changed how we think about CRM as a product. For the first time in three years, leadership reviews use the same numbers from the same system."
— Chief Information Officer, Retail Group
Let our AES team run a structured audit — most engagements deliver visible quick wins inside 30 days.