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Understanding the business
The Situation
PF Concept is the European market leader in promotional products, part of the Polyconcept Group; the global leader in the industry. Offering over 6,500 items across more than 90 countries, PF Concept is headquartered in Roelofarendsveen, Netherlands, with 9 sales offices serving distributors across Europe. With hundreds of distributor relationships, a complex product catalogue, and high-volume order operations, PF Concept needed its sales and service teams to work from the same picture, not from systems that couldn't see each other.
Business challenges
PF Concept's customer service operation ran on Zendesk, completely disconnected from sales data and order information in Salesforce. Sales and service teams had no shared view of accounts, contacts, or orders, meaning a service agent handling a query had no visibility into the commercial relationship, and a sales rep had no insight into open service issues. Customer data was siloed across systems with no unified CRM view. Duplicate contact records were breaking email-to-case routing, causing cases to land in the wrong queues or disappear entirely. Agents had no access to billing or invoice context while handling order-related enquiries, forcing them to switch between systems. The service team was confined to a reactive, transactional role because they lacked the commercial context to do anything more.
The Results
Cloud Integrate migrated PF Concept's customer service operation from Zendesk to Salesforce Service Cloud, including historical tickets, contacts, knowledge articles, and attachments and unified it with the existing Sales Cloud on a single platform. Email-to-case routing was configured using the ACR (Account Contact Relationship) framework, supporting multi-account contacts and resolving the duplicate routing issues that had plagued the Zendesk setup. Omni-Channel skills-based routing ensures incoming cases are automatically assigned to the right team. Billy (PF Concept's billing platform) was integrated so agents can see invoice status, payment information, and order context directly within the case record, eliminating system-switching. Engaige was integrated as the AI-assisted layer for customer engagement and order processing, enabling automated resolution of routine enquiries. Role-specific Service Console experiences were built for agents and managers, with tailored homepages, SLA tracking, and real-time performance dashboards.
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Outcomes
The platform went live on April 1st with 120 users, sales and service teams working from the same customer data for the first time in PF Concept's history. Service agents now have full account, order, and billing context at hand, enabling them to take on a more commercial role, identifying opportunities and supporting the sales relationship, not just resolving tickets. The Engaige integration automates routine order processing interactions, reducing case volume and improving response times. Managers have real-time visibility into team performance and SLA compliance through dedicated dashboards. The foundation is now in place for PF Concept to scale its commercial and service operations on a single, unified platform.