Case Study: Enterprise CRM, Forecasting & Contact Center Modernization

$10B+ Global Enterprise Technology Company

Overview

This client engaged me across multiple long-term enterprise transformation efforts spanning CRM modernization, forecasting, workforce management, and global contact center integration. Over a 7+ year relationship, I was brought in repeatedly to lead or architect some of their most business-critical IT initiatives.

My Role

  • Served as Technical Architect and Solution Delivery Lead across several cross-functional programs

  • Partnered with GTM Ops, Global Support, and Enterprise IT leaders to drive large-scale, multiyear delivery

Key Programs Delivered

✅ Sales Forecasting Transformation

  • Led multi-year redesign of global forecasting using Salesforce and Anaplan

  • Drove stakeholder alignment between Sales Ops, Finance, and IT

✅ CRM + Contact Center Integration

  • Architected Salesforce + Avaya OpenCTI integration to streamline agent workflows

  • Integrated mobile support apps into VMware’s global support centers

  • Implemented Salesforce Service Console for faster case resolution

✅ Workforce Management

  • Designed and delivered WFM platform integration with Avaya + Salesforce using NICE

  • Created routing logic to improve agent scheduling, tracking, and experience

✅ Voice Portal & Speech Recognition

  • Led architecture for global voice portal supporting VMware's technical support

  • Integrated speech recognition for improved routing and deflection

Impact Highlights

  • Enabled faster sales forecasting cycles with real-time visibility

  • Unified GTM support tooling into a cohesive CRM framework

  • Modernized agent experience across web, mobile, and voice

  • Reduced support friction and routing times across global contact centers

What Made It Work

  • Deep relationships with business and tech leaders built over time

  • Hands-on technical leadership with stakeholder fluency

  • Ability to lead at both architectural and delivery levels simultaneously

This was less a project — and more a strategic technology partnership. Across multiple years and domains, I helped bring structure and clarity to core GTM and support functions in a highly complex enterprise stack.

📧 rajnish@sanahinc.com
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