Tungsten Automation
Salesforce Project Success
One customer service console, 19 native components
The challenge
Acquisitions give software companies new products faster than they give them one service motion. Tungsten Automation wanted one Customer Service Management process for every product, while Printix Tech Support ran in Zendesk with a Support Assistant that read live tenant, printer and print-queue data from US and EU data centers. Printix cases arrived through 3 channels, 28% of them by unauthenticated web form. The Zendesk estate held 27,332 tickets in 63 columns, 13,804 users and 3,146 organizations, with tenant, partner and user identities to match to Salesforce accounts and contacts, attachments to keep and a cutover that could not pause support. Every customization had to serve Tungsten's other cloud products.
Why Tungsten Automation chose Acellas
Tungsten's CIO wanted customer service and integration architecture expertise on Salesforce that could work inside Tungsten's own IT integration process, alongside its business-applications team. Our practice lead and several of our experts have consolidated as many as 25 legacy systems, from a company and the businesses it acquired, into one system of record, the same pattern Tungsten faced in folding Printix support into its core Salesforce org.
Tungsten Automation results and metrics
Acellas rebuilt the Support Assistant natively in Salesforce rather than bridging to Zendesk, because Tungsten's goal was one console for every product. Our team built 19 Lightning Web Components and about 30 Apex classes that authenticate to Printix's US and EU data centers, and designed 11 Cloud Product Platform fields on Case, Account and Contact across 13 profiles, with external IDs that attach every incoming case to its tenant, partner and user. We replicated, filtered and mapped the Zendesk history, matched contacts to accounts by email domain and reconciled each load in ProdTest. The integration went live with agents resolving every Printix case beside live tenant data, in one console.
Delivered for Tungsten Automation
Native Support Assistant in Salesforce
Acellas rebuilt the Zendesk Support Assistant as 19 Lightning Web Components and about 30 Apex classes that surface live tenant, user, computer, printer and queue data in the console.
Zendesk history migrated and reconciled
Our team migrated 27,332 Zendesk tickets, 13,804 users and 3,146 organizations, mapped 18 required ticket fields and held unmatched contacts in a designated tenant account.
Cloud fields that link cases
Acellas designed 11 Cloud Product Platform fields across Case, Account and Contact, with external IDs that attach each case to its tenant, partner and user automatically.
One search, two data centers
The Support Assistant searches Printix tenants in both the US and EU data centers from 1 case page, in place of a separate sign-in for each data center.
Authenticated case intake by API
A REST endpoint lets the Printix Admin site create Salesforce cases directly, giving the 28% of volume that arrived through an unauthenticated form an authenticated path.
Console built for agents
Acellas delivered 15 of 18 Printix Tech Support user stories, including three-panel console layouts, a Tech Support dashboard and automatic customer community enrollment.
Tungsten Automation data migration and transformation
Acellas moved the Printix support estate from Zendesk into Salesforce Customer Service Management. We replicated 5 Zendesk exports (organizations, users, tickets, ticket metrics and ticket events) into our migration environment and mapped 18 required ticket fields, including tenant, user, partner and lifecycle identifiers, to Case and the new Cloud Product Platform fields. Transformation rules matched Zendesk users to Salesforce contacts by email domain, brought tenant administrators across as contacts and held unmatched records in a designated Printix tenant account. We filtered tickets and contacts for useful records before load, carried attachments and inline images into Salesforce Files with legacy Zendesk links re-pointed, and moved Printix product-support articles into Salesforce Knowledge. Every cycle loaded to ProdTest, where scope, success and exception reports reconciled counts against the source before sign-off. Tungsten now works each Printix case from one governed record of tenant, partner, contact and case history.
Business benefits for Tungsten Automation
One agent console for every product
Printix agents work cases in the same Customer Service Management console as every other Tungsten product, with live tenant, user, printer and print-queue data in the right-hand panel, so no agent switches tools or signs in to a second help desk.
Faster Printix case resolution
Agents pull workstation logs into the case, check printer status and inspect print-job releases from the Support Assistant, so they diagnose print-automation issues on first touch instead of asking customers for data Tungsten already holds.
Cases routed to the right partner
External-ID Cloud Partner and Cloud User fields attach every incoming case to its partner account, tenant and contact, so routing, partner escalation and reporting by reseller work without manual lookups.
One global queue across data centers
Tenant search spans Printix's US and EU data centers from a single case page, which lets one global Tech Support team work one queue and answer customers in either region with the same tools.
SLA visibility on complete history
Migrated ticket metrics and case history give service leaders a baseline for first reply and resolution beside new Salesforce cases, and the Printix Tech Support dashboard shows queue health and aging as it happens.
Authenticated intake, protected tenant data
Cases from the Printix Admin site arrive authenticated and tied to the right tenant, and Acellas shut off anonymous email-to-case, which sharpens routing, protects tenant data and still gives trial prospects a guided help path.
Operational benefits for Tungsten Automation
Self-service through the customer community
Automatic enrollment of first-time submitters in Tungsten's customer community lets Printix customers submit and track their own cases, which reduces the email and form traffic reaching agents.
Printix know-how in Salesforce Knowledge
Printix product-support articles now sit in Salesforce Knowledge beside the case, so agents answer recurring print-automation questions from one library that also serves customer self-service.
A single view of every Printix customer
Printix tenants, partners, contacts and support history share the Salesforce record that holds Tungsten's sales, contract and entitlement data, so account teams see open Printix issues before a renewal or expansion conversation.
Zendesk retired, support history preserved
Retiring the separate help desk removed a second support toolset and its license, while migrated tickets and attachments keep the full Printix support history searchable in Salesforce beyond Zendesk's attachment-retention window.
Reusable foundation for cloud products
Generic Cloud Product Platform fields, the Cloud TS Agent permission set and reusable components let Tungsten bring other cloud products onto the same service model without new customization, which keeps technical debt down.
Clean service data for AI agents
Filtered, consistently mapped tenant and case data gives Tungsten a trustworthy foundation for automated case triage and for AI agents that answer Printix questions from tenant configuration and case history.
Technologies
- Customer Service Management
- Partner Cloud
- Salesforce Analytics & Reporting
- Zendesk Migration
- Custom Salesforce Platform Development
- Legacy Data Migration/Transformation
240,724 end-of-life maintenance lines mapped for renewal
The challenge
Tungsten Automation was integrating 3 acquired businesses into one Salesforce org and NetSuite at once, and the quoting configuration carried the load of that growth: an earlier Acellas review counted 2,416 price conditions and 114 active price rules. The install base combined contract shells, contract lines, assets and entitlements migrated from a former Microsoft Dynamics AX ERP with records from each acquisition, and every renewal depended on those links staying intact. Ephesoft offers required bundle quoting ahead of a fixed cutover, support for quoting and data operations moved from a prior implementation partner to Acellas, and Salesforce's retirement of workflow rules and Process Builder added a platform migration.
Why Tungsten Automation chose Acellas
Acellas already worked inside Tungsten's Salesforce org on the Printix integration and had reviewed its quoting configuration in depth, down to 2,416 price conditions. That prior engagement gave Tungsten a team that knew the org and followed Tungsten's DevOps and code-review standards, backed by more than 60 full lifecycle Quote to Cash implementations for technology companies.
Tungsten Automation results and metrics
Acellas took knowledge transfer from the outgoing partner and cleared the cutover requirement first: our developers implemented bundle roll-ups across 5 quote layouts and updated the custom quote document, so Ephesoft offers price on the same catalog and pricing engine as every Tungsten product. We fixed 4 asset and order defects through Gearset along Tungsten's SIT, QA and ProdTest path, ran the data-remediation catalog and traced the uplift chain on a 1,564-line contract. Our experts inventoried customizations on 12 core objects, 117 quoting-related objects, 70 workflow rules and 99 processes. Tungsten gained ASC 606 and IFRS 15 compliant contract data behind every amendment, co-termed renewal and scheduled uplift.
Delivered for Tungsten Automation
Bundle quoting for Ephesoft offers
Acellas implemented bundle roll-ups, expand-and-collapse bundles and new hide-detail fields across 5 quote layouts, so Sales Ops could quote Ephesoft offers as bundles.
Legacy install-base line analysis
Acellas profiled 2,333 active and 240,724 maintenance contract lines on end-of-life products, linking each line to its asset, parent product and do-not-renew flag.
Uplift chain traced end to end
Our Apex log analysis traced one uplift on a 1,564-line contract through contract-line, entitlement, asset and order triggers and specified the fixes that keep it within platform limits.
Asset defects fixed and documented
Our developers fixed 4 asset and order defects in helper and trigger-handler Apex, ran static code analysis and documented each for Gearset promotion from SIT to QA.
Automation migration inventory
Our experts inventoried 70 workflow rules across 20 objects and 340 process-version files covering 99 processes, including auto-renewal, uplift and NetSuite-sync rules.
Customization inventory and object map
Acellas documented customizations on 12 core objects with Apex debug-log analysis, mapped 117 quoting-related objects, and flagged automations for asynchronous or before-save paths.
Tungsten Automation data migration and transformation
The install base Acellas took over combined service contracts, contract lines, assets and entitlements migrated from Tungsten's former Microsoft Dynamics AX ERP with records from the Ephesoft and Printix integrations, all synchronized to NetSuite. Acellas assumed the Data Operations function and its catalog of 55 on-demand and 15 scheduled remediation jobs that relink assets to contract lines, rebuild entitlements and correct contract shells. We reshaped Ephesoft quote data into parent-and-component bundle structures, corrected asset purchase-date, usage-end-date, product-status and delivery-method logic, and profiled 2,333 active and 240,724 maintenance contract lines on end-of-life products, tying each to its asset, parent product and renewal flag. Every change ran through SIT, QA and ProdTest with record-count comparison against production before release. Sales, renewals, Technical Support and Finance now work from one reconciled install base behind every amendment, renewal and co-termed quote.
Business benefits for Tungsten Automation
Faster time to close on every quote
Automated quote creation, instant pricing and automated approvals move Tungsten's new-business, add-on and renewal quotes from proposal to signature faster, and give reps and Sales Ops time back for selling rather than rebuilding quotes.
Governed discounting through Advanced Approvals
Serial and parallel approval chains route each Tungsten quote only to the approvers its discount, service level or product requires, which cuts out-of-policy quotes, shortens approval cycles and records every decision in an audit trail.
One catalog and pricing engine, every channel
Ephesoft, Printix, Power PDF and core automation products price from one catalog and one pricing engine behind direct, partner, distributor and order-channel sales, so every channel quotes the same product rules and prices.
New bundles without an IT project
Bundle roll-ups and hide-detail controls let Sales Ops launch new bundles, packs and price changes through configuration, so acquired offers and new products reach market without waiting on development.
Real-time ARR, MRR and churn visibility
Revenue dashboards built on contract-line ACV, renewal quantities and order status show leaders ARR, MRR, churn, pricing effectiveness and fulfillment as they happen, without assembling spreadsheets for board reporting.
ASC 606 and IFRS 15 compliant contracts
The contract management, amendment and renewal implementation made Tungsten's contract and billing data ASC 606 and IFRS 15 compliant, as a direct result of the work, which lowers audit exposure and cuts manual accounting adjustments.
Operational benefits for Tungsten Automation
Scheduled uplifts and ramp deals that hold
Tracing the uplift chain on a 1,564-line contract let renewal uplift rates from each bill-to account apply cleanly on the largest contracts, and ramp pricing steps up on schedule without manual repricing.
Co-termed, auditable amendments and renewals
Corrected asset purchase dates, product status and delivery method mean amendments, renewals and co-terming start from what each customer actually owns, with every change automated and recorded.
Contract lifecycle and entitlements on one record
Contract shells, contract lines, assets and entitlements stay linked through each amendment and renewal, so Technical Support confirms coverage and service level on case open and Finance reads one contract history.
Renewal plays on end-of-life lines
Line-level views of 240,724 maintenance lines on end-of-life products, with asset, parent product and do-not-renew flags, let the renewals team plan upgrade offers, forecast churn and protect net revenue retention.
Renewal automation carried forward intact
The inventory captured auto-renewal, low-touch renewal, uplift and NetSuite-sync rules before Salesforce retires workflow rules and Process Builder, so modern automation preserves every renewal behavior Tungsten depends on.
One trusted install base for AI
Contracts and assets from Dynamics AX and the acquired businesses in one reconciled org give sales, renewals and Finance a single customer view, less reconciliation work and data ready for automation and AI agents.
Technologies
- Salesforce Sales Cloud
- Customer Service Management
- Salesforce Revenue Cloud
- Gearset
- Salesforce Advanced Approvals
- Custom Salesforce Platform Development
- Salesforce CPQ Quote Calculator Plugin
- Custom Salesforce Automation Development
- Legacy Data Migration/Transformation
24,000 sandbox records isolated from production sync
The challenge
Printix joined Tungsten Automation with its own Salesforce org, which an outside partner configured and changed through user stories that lived in a sandbox. That arrangement served a single product well but sat outside Tungsten's Help Desk and DevOps intake. The org also carried the data challenges typical of any acquired system: production Printix IDs in 2 sandboxes, 9,648 accounts in the Test sandbox alone, a synchronization with Printix's tenant master system to keep stable, 114,539 prospect records to check for duplicates, and metadata and user access to bring to parity across environments. New sales reps needed changes quickly, and Tungsten needed 1 governed path for every one of them.
Why Tungsten Automation chose Acellas
Acellas had already moved Printix Tech Support into Salesforce Customer Service Management, building 19 Lightning Web Components against the same Printix tenant data. That work gave Tungsten a partner that knew both Printix's data model and Tungsten's DevOps standards, and our experts have consolidated as many as 25 legacy systems, from a company and the businesses it acquired, into one system of record.
Tungsten Automation results and metrics
Acellas moved Printix change intake onto Tungsten's Help Desk and work-management system and published an intake guide, so every request followed 1 governed path. We took knowledge transfer from the outgoing partner and the Printix team, standardized sandboxes, user access and metadata parity, and cleared Printix IDs from 9,648 accounts, 5,710 contacts and 8,640 opportunities in Test, plus 3,414 accounts in Dev. The work grew into a long-running managed service: the same Acellas technical consultant has delivered 135 distinct DevOps items through many production releases, so Printix sales and support get enhancements quickly from someone who already knows their org. Tungsten Automation remains very satisfied with the service.
Delivered for Tungsten Automation
Governed intake for every change
Acellas moved every Printix Salesforce request onto Tungsten's Help Desk, with a template that pre-fills 3 routing fields and sends each request to Tungsten's Salesforce support group.
Sandboxes isolated from production sync
Our team cleared production Printix IDs from 9,648 accounts, 5,710 contacts and 8,640 opportunities in Test, plus 3,414 accounts in Dev, preserving each value in a legacy field.
Managed services, many releases
Our technical consultant has worked 135 distinct DevOps items through many production releases, spanning duplicate-case resolution, Account Engagement, sales reports and automation-to-Apex refactors.
Prospect data checked for duplicates
Our team exported all 114,539 Printix prospect records across 115 fields for duplicate checks and worked duplicate-case resolution through the governed DevOps backlog.
Tungsten Automation data migration and transformation
Our consultants began the managed service with a data and metadata reconciliation of the Printix org. They exported every Account, Contact and Opportunity carrying a production Printix ID from the Test and Dev sandboxes, moved each identifier into a legacy field, cleared the live one and reconciled the success and error files record by record: 9,648 accounts, 5,710 contacts and 8,640 opportunities in Test and 3,414 accounts in Dev. Sandbox activity no longer reaches the synchronization with Printix's tenant master system. We exported all 114,539 Account Engagement prospects across 115 fields and 3,201 Dev accounts for duplicate checks, worked duplicate-case resolution through the governed backlog, and brought metadata and user access to parity across environments. Printix sales, marketing and support now work from reconciled records that meet Tungsten's data-quality standards for synchronization into its core org.
Business benefits for Tungsten Automation
Continuity through the same experts
The consultant who knows Printix's data model, its tenant synchronization and Tungsten's development standards handles every release, so Printix teams never re-explain their org and platform knowledge stays with the service rather than walking out with a vendor.
Release discipline on every change
Every Printix request moves through Help Desk intake, backlog refinement, code review, UAT and Tungsten's release calendar, which gives IT one queue, one audit trail and production releases the business can plan around.
Faster enhancements for Printix sellers
Requests from new Printix sales reps reach a consultant who already knows the org, so features, report fixes and access changes ship in the next release instead of waiting for a separate project.
A stable platform after vendor transition
Steady run support carried the Printix org through the handover from its outside partner without disruption, and continuous fixes keep automation, integrations and the partner-onboarding process running as volume grows.
Safe testing, protected tenant synchronization
Sanitized sandboxes with legacy Printix IDs preserved let teams test freely and trace any record, while the production synchronization with Printix's tenant master system stays clean.
Duplicate cases resolved at the source
Duplicate-case resolution gives Printix support one case per customer issue, so agents stop splitting effort across copies and customers get one consistent answer.
Operational benefits for Tungsten Automation
Cleaner prospects, sharper Account Engagement scoring
Duplicate-checked prospects mean Account Engagement scoring, grading and nurture programs reach each Printix buyer once, and sales sees marketing engagement on the right lead or contact.
Trustworthy Printix pipeline reporting
Corrected Printix Sales reports and dashboards give sales leaders pipeline, trial and conversion figures they can forecast from, without reconciling exports by hand.
Automation that scales with volume
Refactoring declarative automation into tested, bulk-safe Apex keeps Printix automation inside platform limits as trial, self-serve and partner volume rises, and protects the customer experience Printix built its model on.
One view of each Printix customer
Reconciled accounts, contacts and opportunities give Printix sales, marketing and support one trustworthy version of each customer, partner and tenant.
Governed data ready for AI agents
Clean, reconciled Printix records that meet Tungsten's data-quality standards support continued synchronization into Tungsten's core org and give AI agents accurate customer and tenant data to act on.
Technologies
- Salesforce Sales Cloud
- Customer Service Management
- Salesforce Account Engagement
- Custom Salesforce Platform Development
- Salesforce Analytics & Reporting
- Custom Salesforce Automation Development
- Legacy Data Migration/Transformation
Begin with a conversation
The experts who did this work.