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Our client, a leading global technology company, was reimplementing Salesforce to optimize system functionality, resolve inefficiencies and unify business processes across multiple business units. To ensure the success of the initiative, they needed clear visibility into their “lead-to-cash” workstream—a complex cycle spanning marketing, sales, fulfillment, invoicing and revenue collection—but lacked consistent documentation of these processes at a detailed operational level.
To support integration planning and internal control development, the financial controls group engaged us to map and flowchart their existing processes, with their initial request focusing only on high-level process mapping (Levels 1 and 2).
We deployed a four-person team with combined expertise in Salesforce systems, business process design, auditing and accounting operations that could address the needs of both technical and financial stakeholders. We began by documenting detailed Level 3 flows—capturing both manual and system-driven actions across the lead-to-cash journey. These comprehensive diagrams outlined precise steps such as quote generation, sales order creation, billing triggers and cash application mechanics.
Anticipating client needs, we extended the effort by rolling up these Level 3 flows into higher-level summaries and created a risk and controls matrix—identifying process gaps, potential failure points and key control activities. These were formatted into Excel-based control documentation to support governance and compliance initiatives.
When the client later requested more granularity, they were able to draw on our existing Level 3 deliverables—saving time and avoiding rework.
Our foresight and execution delivered value throughout the engagement and beyond. Although initially scoped to conclude in January, the project was extended through May—an endorsement of the client’s satisfaction with the quality of our deliverables and our ability to pivot into control documentation support.
The detailed Level 3 documentation we created—not initially requested—ultimately provided the answers stakeholders were seeking. By supplementing the process flows with a comprehensive risk and controls matrix, we also equipped the client with a practical foundation for internal audits and compliance planning.
While the client’s Salesforce implementation was still underway at the project’s conclusion, our documentation positioned them for a smoother transition into user acceptance testing and broader operational alignment.