Case Studies

Transforming Organisations with Tailored Salesforce Solutions

At CRS Studio, we partner with organisations across sectors to implement Salesforce solutions that drive meaningful impact.

Explore how we've empowered clients in the non-profit and fintech industries.

1. Methodist Welfare Services (MWS)

Building a Unified CRM for Holistic Social Services

Staff from Methodist Welfare Services with a beneficiary, supported by Salesforce CRM.

Client Overview
Methodist Welfare Services (MWS) is a Singapore-based non-profit organisation dedicated to providing integrated care for disadvantaged individuals and families.

Challenge
MWS managed multiple programmes across various service areas, leading to fragmented data systems and operational inefficiencies. The lack of a centralised platform hindered their ability to track client journeys and measure impact effectively.

Our Solution
CRS Studio implemented a customised Salesforce to unify MWS's client data and programme management. Key features included:

Centralised client profiles for comprehensive case management
Custom objects to track diverse service interactions
Automated reporting tools for stakeholders and funders
User-friendly interfaces tailored for social service workflows

Impact
Post-implementation, MWS experienced:

Improved data accuracy and accessibility across departments
Enhanced ability to monitor client progress and outcomes
Streamlined reporting processes, saving time and resources

2. Xendit

Scaling Fintech Operations with Salesforce Customer 360

Fintech user viewing customer analytics on Salesforce dashboard for Xendit.

Client Overview

Xendit is a Southeast Asian fintech company that provides digital payment infrastructure for businesses. Since launching in 2015, Xendit has grown rapidly — achieving unicorn status in 2021 — and powers payments for thousands of companies across the region.

Challenge

As Xendit scaled, its sales and marketing operations began to outgrow their internal systems. The team faced:

Disconnected customer data across departments
Inefficient, spreadsheet-based sales tracking
Poor marketing attribution insights
A growing need for secure, role-based access to customer information

Our Solution

As implementation partner, CRS Studio (formerly BCX Studio) deployed Salesforce Customer 360, including Sales Cloud and Marketing Cloud Account Engagement, to deliver a unified platform with:

A 360-degree view of each customer for personalised engagement
Role-based data access controls for enhanced security
Improved collaboration between sales, marketing, and ops
A custom-built marketing attribution engine tied to real revenue outcomes
Centralised dashboards to increase visibility and drive accountability

Impact

With Salesforce, Xendit experienced measurable improvements across key areas:

25% increase in sales team productivity
15% reduction in sales cycle time
8% improvement in win rates
More accurate marketing attribution to guide spend and strategy
Strengthened customer trust through enhanced data governance

3. Sonak Group

Elevating Customer Service with Salesforce Service Cloud

Client Overview
Sonak Group is a leading distributor and retailer of sporting goods and fashion brands in Southeast Asia, with a strong footprint in the Philippines and Singapore.

Representing over 30 global brands—such as ASICS, Molten, and Onitsuka Tiger—Sonak delivers a seamless omnichannel experience through its stores and e-commerce platforms.

Challenge

Sonak struggled with disconnected customer service processes across multiple channels:

WhatsApp, email, social media, and in-store queries were handled separately.
Support teams lacked a single customer view, making personalised service difficult.
Manual workflows slowed response times, caused inconsistent service quality, and limited managerial oversight.
Retail staff had limited tools to manage in-store promotions, customer profiles, and inventory in real time, resulting in inefficiencies and missed opportunities to engage customers effectively.

Our Solution

CRS Studio partnered with Sonak to implement Salesforce Service Cloud, enabling a connected, responsive support system and enhancing retail operations with a complementary iPad app:

Connected Customer Service

Unified Case Management: All enquiries—social media, messaging apps, email—were routed into a single Service Console.
360° Customer View: Agents gained access to full customer history, orders, and past interactions for faster, personalised responses.
Automated Workflows: Case assignment, follow-ups, and escalations were automated, boosting efficiency and accountability.

Empowering Retail Staff

Custom iPad App Integrated with Salesforce: Designed specifically for Sonak’s retail teams, the app allowed staff to:
View and update customer profiles in real time
Access and apply in-store promotions instantly
Check inventory levels across locations and initiate stock transfers
Seamless Integration: All app data synchronised with Salesforce, ensuring retail and customer service teams worked from a single source of truth.

Impact

Post-implementation, Sonak achieved measurable improvements:

Faster response times across all customer service channels
Improved agent productivity with streamlined workflows
Consistent customer experience across touchpoints
Higher loyalty and repeat business due to better service
Greater retail efficiency with real-time customer and inventory data at store level
Higher loyalty and repeat business due to more personalised and proactive service

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