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Digital Transformation with Salesforce
Tailored digital solutions for your organisation
Boost your business growth with Salesforce
At PwC, we believe that Digital Transformation is the driving force behind innovation and competitiveness. More than implementing technology, we help organisations adapt to market dynamics through strategic and customised solutions. With a team specialised in Salesforce, we implement CRM solutions, integrate applications and information systems, automate processes and tasks, and rethink your marketing and e-commerce strategy. Find outhow PwC can make adifference in your business. Contact us today – your digital transformation journey starts here.
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The main challenges of Digital Transformation
How can technology reduce costs and increase productivity?
The need to modernise organisational services and processes is driving the demand for innovativetechnologies that meet the requirements of today’s world and the expectations of customers.
With the implementation of new technologies, organisations aim to strategically optimize and align their processes and services – namely through the automation of tasks – helping to increase operational efficiency, boost commercial productivity, and reduce operating costs, without compromising the effectiveness or quality of the products or services they deliver. This process of implementing and adopting new technologies is often accompanied by another major challenge: the resistance to change. Discover how PwC can support your Digital Transformation.
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How does data centralisation improve customer experience and operational efficiency?
The lack of data consolidation across systems leads to inefficiencies and the loss of critical information. This is one of the biggest challenges organisations face in the digital age.
Centralising information through CRM solutions provides a 360-degree view of the customer: it supports decision-making, increases efficiency, reduces errors, and personalises the experience. PwC helps you consolidate your data and enhance strategic decision-making.
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How does Business Intelligence drive organisational strategy?
Organising the data collected daily and turning it into actionable insights is one of the greatest challenges organisations face. A lack of structure hinders strategic, data-driven decision-making.
Business Intelligence platforms enable the analysis of large volumes of information in real time, helping to identify patterns, predict trends, and support more accurate decision-making. Discover how PwC can help transform your data into strategic decisions.
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How does upskilling improve technology adoption and ROI?
Adopting new technologies requires more than just tools – it demands teams that are prepared to use them. Continuous upskilling is essential to foster a culture of innovation and ensure the success of Digital Transformation.
When employees are well-prepared, technology is successfully integrated into daily operations, boosting productivity and maximising return on investment (ROI). Learn how PwC can support your team’s upskilling and accelerate technology adoption.
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How can Artificial Intelligence transform organisational processes?
The growing integration of Artificial Intelligence (AI) into organisational processes presents a strategic opportunity to increase efficiency, generate insights, and accelerate decision-making.
Despite its potential to transform operations, implementing AI brings significant challenges:
- Integration with existing systems
- Security and robustness of information systems
- Data quality and management
- Team skills and upskilling
- Ethical and privacy considerations
- Interpretation and transparency of results
Learn how PwC can help transform your organisation with secure, results-driven AI solutions.
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Our Digital Transformation services
With an experienced and multidisciplinary team, PwC offers a practical and collaborative approach, combining deep industry knowledge with tailored Salesforce solutions.
PwC helps unlock your organisation’s potential and achieve competitive advantages through Salesforce solutions. Discover our offering.
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Explore our Salesforce solutions in detail and discover how PwC helps transform your customer experience with customised and scalable solutions.
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PwC’s digital solutions
Salesforce + PwC: a strategic partnership for Digital Transformation
The alliance between PwC and Salesforce combines expert consultancy with the world’s No. 1 CRM technology. This partnership delivers integrated, data-driven solutions that drive growth and prepare organisations for the challenges of an increasingly digital market. Discover how PwC and Salesforce can accelerate innovation in your business. Explore our digital solutions:
Salesforce’s AI AgentForce is a solution that integrates advanced artificial intelligence to transform the customer service experience. With features such as natural language processing, virtual assistants, and real-time recommendations, agents can resolve issues more quickly and efficiently. This solution ensures customised and proactive interactions, increasing customer satisfaction and loyalty.
Commerce Cloud is the ideal solution for creating personalised, agile, and omnichannel e-commerce experiences. With advanced online store management features and CRM integration, it enables the creation of intuitive shopping journeys that drive customer conversion and loyalty.
CRM Analytics transforms data into actionable insights. With interactive reports and intuitive dashboards, businesses can identify trends, monitor KPIs, and make data-driven strategic decisions to enhance overall performance.
Data Cloud is Salesforce’s real-time data platform, enabling businesses to unify data from multiple sources. With a complete and up-to-date view of customers, it allows for personalised experiences and real-time, data-driven decision-making.
Field Service by Salesforce optimises the operations of field sales and technical teams. It enables the coordination of mobile resources, such as technicians and equipment, improving efficiency and customer service. With intelligent scheduling, real-time tracking, and mobile access, it ensures teams are well-prepared to deliver on-site services—boosting productivity, reducing operational costs, and enhancing customer satisfaction.
Salesforce Experience Cloud is the solution that enables companies to create personalised and connected digital experiences for customers, partners, and employees. With collaboration tools, customised portals, and CRM integration, it facilitates the creation of communities and interactive digital journeys. The solution enhances communication, increases efficiency, and delivers a more engaging, customer-centric experience.
Marketing Cloud empowers companies to create personalised, customer-centric campaigns. With advanced automation, behavioural analysis, and segmentation tools, it enables the delivery of the right message at the right time, strengthening customer relationships across all communication channels.
MuleSoft is an integration platform that connects applications, data, and devices quickly and at scale. With its API-led infrastructure, it enables companies to unify disparate systems, automate processes, and create a seamless experience across different technologies, ensuring agility and operational efficiency.
Sales Cloud empowers sales teams with technologically advanced tools to manage the sales pipeline, automate processes, and personalise interactions. From lead generation to deal closure, it offers a 360-degree view of customers, enabling informed decision-making and boosting sales team productivity.
Salesforce Industries is Salesforce’s specialised solution, developed to meet the specific needs of various sectors. With pre-configured functionalities, customised data models, and CRM integration, it enables companies to accelerate digital transformation and optimise operations. By adapting to the unique challenges of each industry, it helps achieve measurable results and create customer-centric experiences.
Service Cloud transforms the customer service experience by centralising support channels and integrating artificial intelligence for faster and more efficient resolution. Teams can provide proactive and personalised support, ensuring customer loyalty and satisfaction.
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Industry-specific solutions for your sector’s challenges
Transformation by industry: discover PwC’s expertise
With experience across various industries, we deliver tailored solutions that address the specific challenges of each sector and organisation, from SMEs to Enterprises, driving efficiency, growth, and Digital Transformation. Explore some examples of industries and projects within our scope of work:
Healthcare
The healthcare industry demands highly regulated processes that are patient-centred and focused on safety, accuracy, and regulatory compliance. Digital innovation plays a key role in modernising and streamlining these services, enhancing operational efficiency and promoting more human, customised, and sustainable care. Among the most impactful digital solutions are:
360-degree patient view: centralisation of clinical and administrative data to improve patient experience and the quality of care provided.
Healthcare CRM: implementation of Customer Relationship Management (CRM) solutions that enable the management of interaction history, customisation of services, and the strengthening of trust and closeness with patients.
Get in touch with us to discover how to digitally transform your organisation.
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Manufacturing
The manufacturing industry is driven by complex processes involving the supply chain, production, and large-scale distribution of goods. Digital Transformation is essential to ensure greater efficiency, integration, and operational agility in this sector. Among the most impactful projects are:
Commercial lifecycle management: optimisation of processes from lead identification to post-sales support, promoting a more efficient and customer-oriented approach.
Manufacturing CRM: solutions focused on Sales and Customer Service, such as Salesforce Manufacturing Cloud, which integrate sales, marketing, and support teams, ensuring a continuous and collaborative workflow with significant gains in productivity and operational efficiency.
Get in touch with us to discover how to accelerate the digitalisation of your industrial operation with smart, integrated solutions.
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Public Sector
The Public Sector involves administrative processes and the delivery of essential services to society, requiring transparency, efficiency, and compliance with current regulations. Digital Transformation is key to modernising public administration and improving the citizen experience. Among the most relevant projects are:
Public Sector CRM: CRM solutions that provide a 360-degree view of the citizen, integrating all contact points and interaction history, enabling more customised and effective communication, such as Salesforce Public Sector Solutions.
Case management and process automation: tools that enhance operational efficiency, ensure legal compliance, and promote safety and trust in citizen services.
Get in touch with us to discover how to transform public services with innovative, secure, and citizen-focused solutions.
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Retail
The retail industry is characterised by a highly dynamic and competitive environment, where customer experience and efficient management of commercial operations are key. Digitalisation is essential to meet the demands of the modern consumer and optimise operations. Among the most relevant projects are:
E-commerce optimisation and order management: digital solutions to improve purchasing processes, automate customer communications, and increase logistical efficiency.
Retail CRM: implementation of platforms such as Salesforce Commerce Cloud, with automations for customised tracking emails that enhance the online shopping experience, increase customer satisfaction, and promote loyalty.
Get in touch with us to discover how to transform your retail business with customer-centric, results-driven digital solutions.
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Energy and Utilities
The Energy and Utilities industry is characterised by complex processes involving the management of critical infrastructure, large-scale operations, and a strong focus on sustainability. Digital innovation is essential to modernise systems, ensure compliance, and respond swiftly to the sector’s demands. Among the key processes are:
Management of distribution networks, consumption, billing, and assets: digital solutions to monitor energy consumption, manage billing and collections, support field operations, and improve customer service.
CRM for Energy and Utilities: adoption of CRM platforms such as Salesforce Energy & Utilities Cloud, which enable the modernisation of infrastructure, integration of renewable energy sources, compliance with environmental regulations, and efficient incident response.
Get in touch with us to discover how to accelerate your organisation’s Digital Transformation with smart and sustainable solutions.
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Financial Services
The financial industry is characterised by critical processes that demand operational rigour, data security, and regulatory compliance. Digital Transformation is essential to meet the demands of a highly competitive and constantly evolving market. Among the key processes are:
Account, credit, and risk management: digital solutions to manage portfolios, grant credit based on risk analysis, and ensure compliance with regulatory standards.
CRM for financial services: platforms such as Salesforce Financial Services Cloud enable the integration of omnichannel service channels, automation of sales and marketing, fraud detection, and customisation of the customer experience with full security.
Get in touch with us to discover how to digitally transform your financial institution.
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Technology, Media and Telecommunications (TMT)
The TMT industry is characterised by complex and dynamic processes that demand agility and technological integration. Digital Transformation is essential to ensure competitiveness and innovation. Among the key processes are:
Subscription, billing, and network management
Omnichannel service and B2B/B2C sales automation
Customised marketing and partner relationship management
Implementing these processes through CRM solutions such as Salesforce Communications Cloud enables organisations to handle large volumes of data, improve operational efficiency, and deliver a highly customised customer experience.
Get in touch with us to discover how to accelerate your organisation’s digital innovation with smart, scalable, and customer-centric solutions.
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Why choose PwC for your Digital Transformation?
Tailored solutions
We adapt to each client’s reality and the specific needs of every project. We carefully build each project team, selecting professionals with the most suitable skills for each challenge, ensuring a customised and efficient approach. From the initial assessment to final implementation, we deliver practical, results-driven solutions.
Integrated approach
We stand out through an integrated approach based on People, Processes, and Technology. We place People at the heart of transformation, using methodologies such as design thinking and behavioural sciences. We assess Processes holistically, identifying opportunities for automation and technological innovation. With specialised teams, we drive Digital Transformation with excellence and a strong focus on value creation.
A certified team
Our team holds over 240 Salesforce certifications across key areas of technology and consulting, reflecting our commitment to excellence and the highest market standards.
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