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Salesforce Customer Story

How we Reduced Technical Debt and gave Long-Term Sustainability

Salesforce customer story managed services 1
IndustryCharity, B2C, B2B2C

Services used

Managed Services

Health Check

Salesforce Consultancy

Products used

Optimisation

Enhancements

Expert Support

The Challenge

Managing Technical Debt and Operational Risk

A leading pharmaceutical and scientific membership body came to Solution Junkies to review their platform health, manage technical risk, and ensure long-term sustainability for their core business processes.

The organisation has utilised Salesforce for several years to support its core business processes. As the organisation grew, the platform was continuously updated to accommodate new users, integrations and functional requirements. While the system remained functional, the organic evolution introduced significant technical debt, including: 

  • Governance inconsistencies: Complexity in how the platform was configured and governed over time.
  • Rationalisation Needs: automation that had grown without a central strategy, requiring rationalisation to remain effective.
  • Maintenance Issues: Data and metadata management practices that required strengthening to reduce complexity. 

The client recognised that while the system delivered value, certain configurations posed risks to long-term sustainability: 

  • Technical Risk: A need to identify areas of instability and technical risk within the existing setup.
  • Access Control Gaps: Security settings and access controls that needed tightening to better align with specific user roles and data sensitivity.
  • Scalability Concerns: Uncertainty regarding how well the current system could support future organisational changes and scaling needs. 
Salesforce customer story managed services 2

The Solution

Comprehensive Technical Health Check

Solution Junkies conducted a detailed three-week technical health check to provide the organisation with a practical roadmap for evolution rather than a theoretical assessment. The review covered twelve core areas of the Salesforce Org to ensure both technical and operational foundations were sound:

  • Business Logic and Automation: Assessing the complexity of existing flows and business logic.
  • Security and Access: Evaluating the effectiveness of current security controls and governor limit risks.
  • Configuration Audit: Reviewing object configuration, third-party applications, and custom code complexity.
  • Data Management: Analysing the quality, storage, and management of data and metadata.

Strategic Roadmap Development

Rather than applying short-term fixes, the solution focused on long-term value and informed decision-making: 

  • Operational Review: Examining end-to-end business processes and license allocation.
  • Platform Stability: Reviewing sandbox setups and how metadata changes were managed.
  • Future-Proofing: Identifying anything that might limit future change and setting out clear recommendations for simplification and optimisation. 

Risk Migration and Stability

The health check successfully reduced exposure to critical operational risks: 

  • Security and Compliance: Addresses security gaps and compliance risks early to prevent potential data breaches
  • System Reliability: Reduced technical risks that could lead to system instability or unplanned downtime.
Salesforce customer managed service 3

The Impact

Transforming Salesforce from a Tool into a Strategic Asset

Following the health check, the organisation received a prioritised roadmap designed to maximise their Salesforce investment. These practical, outcome-driven recommendations balanced immediate performance gains with long-term risk management and system hygiene.

Key Outcomes:

  • Proactive Risk Mitigation: By identifying security gaps and outdated configurations early, the client significantly reduced their exposure to data breaches, system instability, and unplanned downtime.
  • Streamlined User Experience: The review uncovered opportunities to simplify complex workflows. By reducing system friction and improving responsiveness, the organisation's teams can now work more efficiently with a smoother day-to-day interface.
  • Future-Ready Foundation: By aligning the platform with current Salesforce best practices, the organisation is now positioned to seamlessly adopt new features and scale alongside evolving business needs.

The clarity and impact of these findings transformed the relationship between the organisation and Solution Junkies. What began as a one-off review evolved into a three-year managed service arrangement. This partnership ensures that health check insights are systematically implemented, providing the client with a stable yet flexible environment that fosters continuous innovation.