About the Company

Researchwire is an ISO 27001-certified global Intellectual Property, Innovation Support, and Market Research consulting firm serving clients worldwide, including Fortune 500 organizations across a wide range of industries.

With a team of highly experienced and diverse professionals, Researchwire focuses on maximizing clients’ Intellectual Property potential and supporting strategic business decision-making through competitive intelligence, proprietary tools, and proven methodologies.

The Challenges They Faced

Researchwire was facing limitations with the standard Salesforce user interface, making it difficult for users to efficiently manage leads and customer engagement activities.

To address these limitations, the customer was using a separate application, ZoomInfo Engage, where users could access customer information through a centralized interface, update lead statuses, make calls, and engage with customers from a single platform.

However, Researchwire needed a more customized solution that could align more closely with its existing business processes while providing a more intuitive, engaging, and user-friendly experience.

The requirement extended beyond basic lead management. The customer wanted users to be able to:

• Manage leads through different stages
• Engage with multiple stakeholders
• Create and manage projects
• Track customer and sales activities
• Support incentive-related processes
• Access relevant information through a centralized interface

The objective was to bring these capabilities together within Salesforce while delivering an experience that was easier and more efficient for users.

Products & Services

Salesforce Sales Cloud

How CloudCentric Helped

CloudCentric designed and developed a customized Salesforce solution to overcome the limitations of the standard Salesforce interface and provide Researchwire users with a more intuitive, business-focused experience.

We developed a centralized user interface that enables users to:

• Manage leads and move them through different stages
• Contact and engage with customers
• Access relevant customer information from a single view
• Connect and manage multiple stakeholders
• Create and track projects
• Monitor activities
• Support incentive management processes

The solution replicated the key usability benefits of the existing Engage experience while introducing additional functionality aligned with Researchwire’s specific business processes.

By bringing these capabilities together within Salesforce, CloudCentric helped create a more integrated sales engagement environment designed to improve user productivity and provide greater visibility across business activities.

What Challenges Did Our Team Face?

One of the primary challenges for the CloudCentric team was designing a solution that could deliver the simplicity and usability of Researchwire’s existing Engage application while leveraging Salesforce as the underlying platform.

Another key challenge was moving beyond the limitations of the standard Salesforce UI and developing a more attractive, intuitive, and user-friendly custom interface.

The solution also needed to bring multiple business processes into one integrated experience, including:

• Lead management
• Customer engagement
• Stakeholder management
• Project tracking
• Activity monitoring
• Incentive-related processes

Ensuring that the customized solution remained scalable, easy to use, and aligned with Researchwire’s existing business processes while delivering additional business value was another important consideration.

The CloudCentric team therefore focused on balancing usability, customization, scalability, and business alignment throughout the implementation.

Results & Benefits

The customized Salesforce solution provided Researchwire with a centralized and user-friendly interface for managing leads and customer engagement activities.

By enhancing the standard Salesforce experience, users can now:

• Manage lead stages more effectively
• Connect with multiple stakeholders
• Make calls and engage with customers
• Track customer interactions
• Access relevant information from a single platform

The enhanced solution also introduced additional business capabilities, including project creation and tracking, stakeholder management, activity monitoring, and incentive process tracking.

This enabled Researchwire to consolidate multiple business activities into a more integrated Salesforce environment rather than relying on separate tools for different processes.

Overall, the solution helped improve the user experience, increase operational efficiency, provide better visibility into sales and customer engagement activities, and deliver greater business value through a more customized and scalable Salesforce platform.

Industry Impact

For organizations operating in Intellectual Property, Innovation Support, Market Research, and Consulting, effective management of leads, stakeholders, projects, and customer interactions is critical to maintaining strong client relationships and supporting business growth.

This project highlights the broader industry value of customizing CRM platforms around actual business workflows rather than forcing teams to adapt to a standard interface.

Researchwire’s Salesforce transformation demonstrates how a centralized and user-focused CRM environment can help professional services and knowledge-driven organizations improve operational visibility, streamline engagement activities, and bring multiple business processes together on a scalable platform.

Conclusion

The Researchwire engagement demonstrates how Salesforce can be extended beyond its standard user experience to address specific and evolving business requirements.

By combining Salesforce Sales Cloud with a customized user interface and business-focused functionality, CloudCentric helped Researchwire create a more unified environment for lead management, customer engagement, stakeholder collaboration, project tracking, activity monitoring, and incentive processes.

The result was a Salesforce experience better aligned with the way Researchwire’s teams work, while providing the flexibility and scalability required to support evolving business needs.

As a Salesforce Advanced Partner, CloudCentric brings Salesforce expertise, business understanding, and a solution-oriented approach to helping organizations maximize the value of their Salesforce investment. The Researchwire engagement reflects our ability to go beyond standard CRM implementations and design Salesforce solutions around the unique workflows and objectives of each business.