The client, a fast-growing e-commerce company, was generating significant traffic and high-quality leads from Facebook. Their social ads were working, but their internal systems could not keep up.
Lead information was being manually carried into Salesforce, Messenger conversations were scattered, and the marketing team lacked visibility into which ads were actually producing revenue.
The existing RevOps foundation was not built for scale. The client needed a reliable way to centralize lead intake, unify service channels, and track campaign performance all the way to conversion.
They partnered with us to eliminate the disconnect between Facebook and Salesforce and to build a data-driven, scalable architecture that could support their growth.
Facebook Lead Ads were generating strong demand, but none of the leads flowed directly into Salesforce. Because of this, the team had to manually export the leads, clean the data, and re-enter everything into the CRM.
This manual workflow created delays, introduced errors, and slowed down follow up.
As a result, high intent leads went cold before sales reps could reach them, lowering overall conversion rates.
Customers were actively reaching out through Facebook Messenger, but the messages landed in an unorganized general inbox.
Since Service Cloud was not connected to Messenger, agents were forced to switch between tools to respond.
This constant switching slowed the team down and created inconsistent customer experiences.
Messenger conversations were also never logged in Salesforce, leaving agents without history or context.
Social activity, ad interactions, and Messenger conversations all sat outside Salesforce.
With no connection to the CRM, none of this information was tied to customer profiles.
Teams could not see where a customer came from or how they engaged before a sales or service interaction.
Marketing had no way to evaluate sentiment or identify high value audience patterns.
Because Facebook data never synced properly, the reporting team could not follow a lead from ad click to final sale.
They relied on partial spreadsheets and disconnected reporting sources.
This created gaps in attribution and prevented the team from confidently measuring campaign effectiveness.
Budget decisions were based on incomplete data, limiting their ability to optimize spend.
The client struggled with slow lead intake because Facebook submissions were landing in spreadsheets instead of Salesforce. This caused delays, missed follow ups, and incomplete records. A direct sync was the only practical way to fix the gap between marketing channels and sales workflows. By moving to an automated path, the team could finally rely on timely data and remove the manual steps blocking speed.
Actions we delivered:
This update removed bottlenecks, reduced errors, and ensured reps engaged leads while intent was still high. Lead processing became faster and more predictable, and the team gained a steady, reliable intake system that now converts better.
Incoming Messenger conversations were scattered, hard to track, and disconnected from CRM profiles. The team needed a simple structure that captured every interaction without extra work for agents. Bringing Messenger into Service Cloud solved the fragmentation and closed the context gap. It also created a consistent place for support teams to manage conversations with complete history.
Elements we configured:
With this setup, agents now work from one workspace with all context in front of them. Response times improved, conversations became easier to manage, and customers received more consistent support without delays.
The client could not track how users interacted across ads, comments, and posts, which left marketing working with partial information. They needed a way to bring social activity into Salesforce so they could understand patterns and adjust campaigns. Integrating social monitoring tools bridged that gap and connected behavioral signals with actual customer records. This created a reliable source of insight instead of scattered observations.
Data flows we established:
This shift gave teams the clarity they were missing. Campaigns became more relevant, targeting improved, and customer journeys became easier to understand across every touchpoint.
Reporting was fragmented because Facebook data was not cleanly tied to sales outcomes inside Salesforce. The team needed full visibility into which ads actually influenced revenue. Rebuilding the reporting layer fixed the break between acquisition data and deal data. It also created a structured way to compare audience performance and spot winning patterns.
Structures we introduced:
After this, the team could finally see which investments paid off and which did not. Budget decisions became grounded in real numbers, forecasting became more accurate, and the entire acquisition process became easier to optimize.
The client now has a scalable, automated RevOps engine that will grow with their business.
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