The Challenge
A large U.S. based satellite services provider faced growing competitive pressure from next-generation Low Earth Orbit (LEO) satellite entrants. At the center of the challenge was a 15+ year old ColdFusion based operations platform that had become a material constraint on growth, efficiency, and customer experience.
The main challenges the company faced were:
- Long resolution cycles (3-5 days average) and high dispatch volumes driving churn.
- Platform supporting 1M+ customer accounts with no real-time operational visibility.
- Legacy ColdFusion platform unable to scale across new regions or customer segments.
- Manual workflows delay service delivery and inflating operational costs.
- No automation foundation for AI, analytics, or proactive service models.
- Digital self-service capabilities are insufficient for modern customer expectations.
The Solution
TalTeam led a phased, 18-month enterprise modernization initiative replacing legacy systems with a cloud-based CRM and service management architecture built on Salesforce Sales, Service, and Marketing Clouds executed by a cross functional team of 15+ consultants, architects, and engineers without disrupting live satellite operations.
Platform Migration
Transitioned tightly coupled ColdFusion applications to a modular, cloud-native CRM architecture; core workflows redesigned to eliminate manual dependencies.
Workflow Automation
Replaced manual case routing, updates, and escalations with automated workflows; standardized service delivery across customer segments.
Digital Enablement
Established foundation for self-service portals, AI-driven diagnostics, real-time analytics, and global payment/billing integrations.
Change Management
Trained 300+ service agents across 5 regional offices; phased rollout ensured zero service disruption throughout migration.
Before and After Snapshot
| Metric | Before | After |
|---|---|---|
| Case Resolution Time | 3-5 business days | Same-day closure (most cases) |
| Platform Age | 15+ year-old ColdFusion | Modern Salesforce cloud-native |
| Automation Level | Primarily manual | Fully automated workflows |
| Self-Service Capability | Minimal | Full digital portal suite |
| Annual Labor Hours | Baseline | 50,000+ hours saved annually |
The Outcomes
Reduction
In average case resolution time, from 3-5 days to same-day closure in most scenarios.
Cost Savings
In annual opererations driven by automation and process optimization.
Labor Hours
Saved annually, allowing staff to shift to higher-value activities.
Staff
Transitioned to modernized workflows.
Implementation Snapshot
- Duration: 18-month phased program across 3 delivery stages
- Team Size: 25+ TalTeam consultants, architects, and engineers
- Scope: Sales Cloud, Service Cloud, Marketing Cloud, custom integrations
- Users Impacted: 300+ service agents across 5 regional offices.
- Customer Accounts Migrated: 1M+
- Delivery Constraint: Zero downtime — all migration executed alongside live operations