Modernizing Legacy Platforms
for a Large U.S.-Based
Satellite Services Provider

Digital Transformation | Enterprise CRM Migration | Salesforce

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 that 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.

Digital Enablement

Established foundation for self-service portals, AI-driven diagnostics, real-time analytics, and global payment/billing integrations. 

Workflow Automation

Replaced manual case routing, updates, and escalations with automated workflows; standardized service delivery across customer segments.

Change Management

Trained 300+ service agents across 5 regional offices; phased rollout ensured zero service disruption throughout migration. 

Before and After Snapshot

Category  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

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Reduction in average case resolution time, from 3–5 days to same-day closure in most scenarios.

0

In annual operational cost savings driven by automation and process optimization.

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Labor hours saved annually, allowing staff to shift to higher-value activities.

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Staff transitioned to modernized workflows.

Technical Debt ReductionSignificant reduction, acceleration release cycles.

Implementation Timeline18-month phased delivery with zero service disruption

ROI AchievementFull ROI projected within 24 months of go-live

Platform ScalabilityEnabled regional expansion and future AI adoption readiness

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