Discover How a Tech Company Replaced an Outdated, Homegrown App and Modernized Their Revenue Operations with Salesforce

The Challenges

Our client in the Technology Industry is at the forefront of smart mobility, delivering technology solutions that make transportation safer, more efficient, and more connected.

By connecting vehicles, hardware, software, data, and people, they create innovative systems that protect lives, ease urban and highway congestion, and support healthier, more sustainable communities. The company also helps fleet owners and rental car companies navigate complex challenges around payments, compliance, and utilization.

To continue driving innovation and better serve their customers, the company partnered with Kelley Austin to replace an outdated, homegrown application and modernize their internal revenue processes. Before partnering with Kelley Austin, the company faced significant challenges with both their customer-facing systems and internal sales operations. 

Externally, their customer-facing application, originally built on Microsoft Azure, was limited by slow-moving processes and extensive red tape, making it difficult to implement changes quickly. Employees struggled to maintain and update the platform due to an old and deprecated database, lack of documentation, and inefficient manual processes.

Internally, key revenue processes — including pricing, quote creation, contract generation, and approvals — were handled via email, Excel, and Word, without a standardized or automated workflow. Customer information was scattered across spreadsheets, email inboxes, and folders, making it impossible to track, report on, or act on critical data efficiently.

They needed a more modern, scalable, and user-friendly platform to enhance both customer and employee experiences while supporting future growth.

The Solution

To address these challenges, we implemented Salesforce Experience Cloud and Revenue Cloud — re-platforming their customer-facing application and transforming their internal revenue processes.

H3: Experience Cloud & Mobile Publisher

We re-platformed the legacy app from Microsoft Azure to Experience Cloud and launched a branded mobile app using Mobile Publisher, introducing a fully customizable, scalable, and mobile-first solution. This involved setting up the account and contact data model in Salesforce Sales Cloud to store key user information.

By migrating to Salesforce, our client was able to eliminate the inefficiencies and bottlenecks of their previous system, which had caused significant delays and limited their scalability. The new app is not only easier to maintain but also provides a seamless experience for customers and employees.

Key elements of the solution we developed include:

White-Label Branding & Dynamic UI: Enabled our client to display dynamic OEM-specific branding based on the logged-in user’s vehicle make or program. Admins can manage branding for new OEMs as they join the platform.

Custom Login & Signup Flows: Developed login and self-registration pages with Google and Apple SSO, dynamic URL-based branding, and logic to prevent duplicate account creation.

Vehicle Registration Flow: Built a multi-step flow allowing users to enter VIN and vehicle details, confirm pre-filled data from a VIN lookup, select available services, apply promo codes, agree to brand-specific T&Cs, and submit payment / complete enrollment.

App Store Deployment: Delivered a branded mobile app available via iOS and Android, with custom theming and simplified app store publishing.

Customer Support: Configured basic Service Cloud functionality that allows customers to submit cases in Experience Cloud. Service reps can now use Service Cloud to manage service requests for the app and Email-to-Case to communicate with customers and resolve customer email inquiries.

Expanded Feature Set: Additional features we implemented include: 

• Vehicle Management (register/unregister)
• Tolling history with dispute functionality
• Real-time parking integration via arrive.com widget
• Shopping cart and payment activity
• Credit card tokenization via FiServ
• Notification center, coverage maps, and FAQs using Salesforce Knowledge
• Terms & Conditions UI, tailored by OEM and vehicle
• User account settings and marketing opt-in preferences

This new front-end experience significantly reduced technical debt, enabled quicker updates, and gave customers and OEMs a seamless, modern user journey.

On the back end, the benefits of this solution are substantial. All customer, vehicle, and transaction data now lives in a centralized system, giving our client a single source of truth and eliminating the need for disconnected databases or spreadsheets.

Revenue Cloud 

On the internal side, we implemented Salesforce Revenue Cloud to standardize and automate pricing, quoting, contract management, and approval processes. These solutions included:

Standardized Product & Pricing Structure: We configured robust product and pricing setups — including SKUs, bundles, and discounts — to replace inconsistent spreadsheets.

Automated Quoting & Contract Processes: We set up workflows for quoting, approvals, contract lifecycle management, amendments, and renewals.

Centralized Customer & Transaction Data: We consolidated all customer and revenue data into Salesforce, providing a single source of truth.

Actionable Reporting & Insights: With unified data, the client gained real-time visibility into quoting and contract metrics to drive better decisions.

Seamless Rollout: We used a full sandbox and comprehensive user testing to ensure a smooth transition without disrupting day-to-day operations.

Customer Impact

By moving their customer-facing application to Experience Cloud and implementing Revenue Cloud, our client streamlined their external and internal processes, empowered employees, and positioned themselves for future expansion.

Some of the key outcomes of the project included:

Personalized Customer Experience: Dynamic OEM branding and flexible login/registration flows enhanced the user experience for both customers and partners.

Faster, Easier Maintenance: A scalable Experience Cloud platform reduces friction for deploying updates and adding new vehicle programs.

Streamlined Enrollment & Services: Customers can now register vehicles, view toll and payment activity, manage subscriptions, and dispute tolls in a single platform.

OEM Expansion & Scalability: With white-label functionality, the company can onboard new OEM partners quickly while offering custom experiences.

Enhanced Customer Support: Improvements to their knowledge base and case management streamlined training and improved customer service quality.

Expanded Client Base: The new mobile app broadened access for OEMs and vehicle manufacturers, who can now share the app with their own customers.

End-to-End Revenue Automation: Manual quoting and contracting processes were replaced with efficient, trackable, and standardized workflows.

Actionable Business Intelligence: Real-time data access supports better forecasting, reporting, and executive decision-making.

Improved Payment & Promotions: The enhanced payment system now supports discounts, promotions, and marketing initiatives, driving customer satisfaction and growth.

With a reimagined customer-facing application, enhanced Experience Cloud website, and streamlined quote-to-cash processes, the company is now equipped with the agility and scalability they need to power their growth worldwide.

By addressing the inefficiencies of their legacy systems and embracing Salesforce as the foundation of their customer and revenue operations, they’ve positioned themselves to deliver better experiences to their customers, empower their employees with modern tools, and make data-driven decisions with confidence. 

The transformation not only solved immediate challenges but also created a flexible, future-ready platform that can adapt to their evolving needs as a global leader in smart mobility. 

With these advancements in place, the company is well-prepared to continue innovating and driving meaningful impact across the mobility ecosystem.