Salesforce Expertise Across Sales, Service & Non-Profit

At FJB Digital, we help organisations unlock the full potential of Salesforce across Sales Cloud, Service Cloud, and the Non-Profit Cloud. With over 25 years of technology and consulting experience, our approach goes beyond technical implementation — we deliver tailored solutions that align Salesforce to your strategy, processes, and people.

Whether you are a commercial organisation looking to boost sales effectiveness, a service-driven business aiming to enhance customer experience, or a non-profit striving for measurable impact, our structured methodology ensures successful outcomes from initial discovery through to ongoing support.

A Structured Approach to Salesforce Success

Implementing or optimising Salesforce is not just about configuring fields and workflows. It requires a clear understanding of your business goals, translation of requirements into actionable user stories, and a commitment to testing and support. At FJB Digital, we follow a structured delivery framework designed to reduce risk, accelerate adoption, and maximise return on investment.

1. Discovery: Understanding Your Vision

The discovery stage is where we start by asking the right questions:

What outcomes are you trying to achieve?
Where are the pain points in your current systems and processes?
How do your teams interact with customers, donors, or stakeholders today?

Through stakeholder workshops, process mapping, and system analysis, we build a holistic picture of your organisation. This ensures Salesforce is not just implemented as a tool, but embedded as a strategic enabler.

For Sales teams, discovery often uncovers challenges such as inconsistent lead management or a lack of pipeline visibility. For Service organisations, it may reveal siloed customer data or inefficient case handling. For Non-Profits, the focus is often on donor stewardship, volunteer management, and measuring impact.

2. Business Analysis: Defining the Right Solution

Armed with insights from discovery, we move into structured business analysis. Our consultants translate business needs into clearly defined requirements, prioritised to balance quick wins with long-term scalability.

We use proven analysis techniques, including:

Process modelling and “as-is/to-be” diagrams
Gap analysis between existing systems and Salesforce capabilities
Prioritisation frameworks to ensure alignment with strategy

This stage is where we align stakeholders, ensuring Sales leaders, Service managers, and Non-Profit executives all have a shared understanding of what Salesforce will deliver. The result is a requirements baseline that guides solution design and ensures nothing is lost in translation.

3. User Stories: Bringing Requirements to Life

Requirements become meaningful when expressed as user stories — clear, concise statements that describe functionality from the perspective of the end user.

For example:

“As a sales manager, I want to see a dashboard of open opportunities by region so that I can forecast revenue more accurately.”
“As a service agent, I want to auto-assign cases based on product type so that customers are supported by the right specialist.”
“As a fundraising officer, I want to segment donors by giving history so that I can tailor stewardship campaigns.”

User stories ensure that Salesforce configuration directly addresses real-world needs, while also providing testable acceptance criteria. By maintaining a backlog of prioritised user stories, we keep delivery agile, transparent, and focused on value.

4. Testing: Ensuring Quality and Adoption

A successful Salesforce implementation must be robust, reliable, and user-friendly. That’s why testing is a cornerstone of our approach.

We employ multiple layers of testing:

Unit Testing – verifying that individual components such as validation rules or automation behave correctly.
System Testing – ensuring different elements of Salesforce work together seamlessly.
User Acceptance Testing (UAT) – engaging end users to validate functionality against user stories.
Performance and Security Testing – ensuring scalability, compliance, and data protection.

Testing is not just about catching defects — it’s about building confidence. By involving users early, we also improve adoption rates, as teams feel ownership of the solution and trust its reliability.

5. Support and Continuous Improvement

Our commitment doesn’t end with go-live. Salesforce is a living platform — evolving with each release and growing alongside your organisation.

FJB Digital provides flexible support options, from managed services to ad-hoc enhancements. We help you:

Stay current with Salesforce releases and new features.
Train staff and onboard new users.
Monitor adoption and adjust configurations as needs evolve.
Implement continuous improvement initiatives based on feedback and analytics.

This long-term partnership ensures Salesforce continues to deliver value year after year.

Salesforce Expertise in Action

Sales Cloud: Driving Growth

For commercial organisations, Salesforce Sales Cloud is the backbone of revenue growth. Our expertise includes:

Lead and Opportunity Management – ensuring no sales opportunity is lost.
Pipeline Forecasting – giving leadership real-time visibility.
Account Management – building a single source of truth for customer relationships.
Sales Automation – reducing admin time so your teams can focus on selling.

By combining these capabilities with tailored dashboards, AI insights, and mobile access, we empower sales teams to work smarter and close deals faster.

Service Cloud: Enhancing Customer Experience

Customer expectations are higher than ever. With Salesforce Service Cloud, we help organisations deliver consistent, efficient, and personalised support.

Our Service Cloud expertise covers:

Case Management and Routing – ensuring issues reach the right agent quickly.
Knowledge Management – providing self-service resources to deflect calls.
Omni-Channel Support – managing phone, email, chat, and social channels in one place.
Field Service Integration – extending support to teams in the field.

The result is improved customer satisfaction, reduced response times, and stronger brand loyalty.

Non-Profit Cloud: Enabling Mission Impact

For charities and non-profits, Salesforce Non-Profit Cloud offers a unified platform for fundraising, program delivery, and impact measurement.

Our work in this sector focuses on:

Constituent Management – maintaining rich profiles of donors, volunteers, and beneficiaries.
Fundraising and Campaigns – tracking donations and building personalised stewardship journeys.
Program Management – managing services and reporting outcomes.
Grant and Impact Reporting – demonstrating value to funders and stakeholders.

By aligning technology with mission, we help non-profits move beyond administration and focus on what matters most: making a difference.

Why FJB Digital?

Organisations choose FJB Digital because we combine deep Salesforce expertise with a consultative, structured approach. We are not just implementers — we are partners who:

Take the time to understand your strategy and goals.
Translate business needs into practical, scalable solutions.
Deliver with transparency, quality, and user adoption in mind.
Provide ongoing support that evolves with your organisation.

Whether your priority is revenue growth, customer experience, or social impact, we ensure Salesforce is configured to deliver tangible results.

Let’s Shape Your Salesforce Journey

Salesforce is the world’s most powerful customer platform — but only when it is implemented with purpose and expertise. At FJB Digital, we bring the strategy, technical know-how, and long-term partnership needed to make it work for your organisation.