Established in 1992, the company is a provider of emission and acoustic control solutions for stationary natural gas and diesel engines. They manufacture a broad portfolio of products—catalysts, silencers, housings, and monitoring systems—tailored to reduce NOx, CO, VOCs, particulate matter, HAPs, and noise pollution. The company is based in North America and Europe and runs sales operations across 15 countries around the world.
Before:
Rapid growth exposed system gaps
As the company navigated rapid expansion, they began encountering common challenges faced by high-growth organizations: increasing demand without the supporting technology infrastructure, rising internal workloads, and process inefficiencies. IT and admin teams were overwhelmed with day-to-day system-related requests (such as password resets, locating accounts, or creating list views) which consumed time and slowed response across departments.
For sales and operations, the challenge was even more pronounced due to their reliance on a disjointed CRM, ERP, and custom quoting tool. This resulted in duplicate efforts, fragmented data, and a heavy dependence on manual work. For example, syncing sales statuses or pricing information required navigating multiple systems and often copying and pasting between them. Employees frequently had to toggle across platforms to complete even simple tasks, which added time and complexity to their workflows and limited overall efficiency.
Solution:
Eliminating day-to-day queries and enabling faster sales through integrations
The company was introduced to Spaulding Ridge through the Salesforce Agentforce pilot program. Spaulding Ridge led an implementation of Agentforce focused on deflecting common day-to-day queries like password resets, locating accounts, and list view creation that previously consumed valuable time for the internal Salesforce admin team. By rerouting these tasks to the AI-powered support agent, we helped them significantly improve internal response times while freeing up the admin team to focus on higher-impact, strategic work. Team members could now ask questions in natural language and receive responses tailored to the company’s internal systems and processes.
Beyond Agentforce, Spaulding Ridge also conducted a comprehensive MuleSoft health check. We rebuilt the company’s integration architecture across their CRM, ERP, and custom quoting tool. This resolved their longstanding issues with pricing tables, sales status syncing, and other key data flows. By automating these connections, they will be able to eliminate manual data entry and ensure timely, accurate information across all systems.
This integration rebuild is critical, as the company relies heavily on its ERP system to run core business functions. With Spaulding Ridge’s support, they are now on track to achieve a more connected system landscape, supporting cleaner data, centralized workflows, and better-informed decision-making.
After:
AI to deflect 50% of internal admin cases
The company’s growth created a need for smarter, more automated processes. With Spaulding Ridge’s support, they’re making strong progress. The early rollout of Agentforce is already saving valuable time and is expected to deflect around 50% of internal Salesforce admin cases. This allows teams to eliminate spending time on simple queries and more on strategic work that drives growth.
At the same time, Spaulding Ridge is helping the company lay the groundwork for a more connected, automated organization through data integration support. This work will help sync data accurately between systems like the CRM, ERP, and quoting tools, allowing for faster access to information and smoother day-to-day operations.
