This integrated course and room booking system built on Salesforce Service Cloud and Experience Cloud has established a secure, and well governed digital service for a UK Police client. Launched in June 2026, it replaced existing systems and processes that used a complex system of spreadsheets, booking forms, emails and manual hand-offs. Approximately 125 internal users now have a single platform for event creation, delegate and resource management, accommodation and event-space allocation, finance, reporting and associate processes. The system supports access for up to 12,000 potential delegates each year.

The service introduces standardised workflows, shared data and automated availability and conflict checks across more than 400 accommodation rooms and over 180 event spaces. This reduces booking clashes, manual corrections and operational workarounds, while giving Finance teams a consolidated view of bookings, invoices and invoice lines. Online Self-service functionality also gives internal and external customers greater control and supports a more efficient, transparent end-to-end booking experience. Security and resilience measures include multi-factor authentication, backup and recovery, and file scanning, while WCAG 2.2 AA requirements were incorporated into design and testing. TEC Software Solutions (TECSS) provided a Security Cleared (SC) and and Non-Police Personnel Vetting (NPPV) team for the build and ongoing support.

Early results show reduced manual entry and conflicts, improved reporting, and faster, more accurate invoice administration. Further measurments and improvements will establish baselines for time savings, error reduction, conflict prevention and invoicing turnaround.

Tesco Mobile invested in Salesforce Service Cloud as its strategic platform for new developments, creating “Care Hub” as the initial point of contact for customer interactions. The rollout began with call-centre staff across three locations before extending to in-store Phone Shops. After early project issues with another partner, Tesco Mobile subsequently engaged our client, Methods, as a long-term partner, seeking greater agility, Salesforce technical expertise, DevOps capability, high project velocity and a flexible, value-for-money resourcing model. TECSS supplied the complete delivery team including Delivery Management, and Technial and Solution Architects.

We started with an independent Health Check after the previous partner had spent 18 months without achieving a live deployment. A senior Architect and Functional Lead assessed architecture, security, code and process journeys, producing a traffic-light report and stabilisation plan. Following corrective work, a six-person scrum delivered an 18-month rolling programme of two-week sprints, addressing identified issues and completing additional requirements ahead of the successful go-live in summer 2020.

The programme enabled decommissioning of legacy systems, integration with Adobe Magento through REST APIs, automated testing using Provar and additional DevOps capability. This project approach enabled Tesco Mobile to reach production after less than six months of stabilisation and redevelopment, giving the organisation greater confidence in Salesforce and its ability to deliver future business objectives. Care Hub is now described as being at the operational heart of Tesco Mobile’s business, supporting both internal and external customers.

Metropolitan Thames Valley Housing (MTVH) implemented Salesforce Service Cloud to address fragmented systems, data silos and inefficient resident service processes. Delivered over two years through six major releases, the programme created a single source of truth, integrating housing management systems and consolidating resident interactions. A unified 360° customer view, streamlined case management, guided pathways and improved portal functionality enabled more consistent, personalised and efficient service delivery.

The solution introduced 170 enquiry types and multiple guided pathways, while integrations reduced the need for staff to switch between systems and improved data consistency. MTVH-Online enabled residents to raise cases, track progress and access services directly, reducing avoidable Contact Centre interactions. A phased agile approach, comprehensive training, extensive user acceptance testing, and a dedicated Business Change workstream helped prepare staff for each release and drive high levels of user adoption. More than 1,200 staff were trained and actively use Salesforce in daily operations.

The programme delivered measurable improvements, including a 60% reduction in average response times to resident contacts. 12% of customer contact shifted to web forms, achieving a 98% SLA for response times while allowing agents to focus on higher-priority resident issues. The project team’s public-sector and case-management expertise, combined with structured mobilisation and delivery methodology, supported delivery on time and within budget; a significant achievement for a two year project with six releases.

Tandridge District Council launched its ‘Customer First’ transformation in 2018 to redesign services and introduce a modern, cloud-based CRM. Salesforce became the primary platform for front- and back-office services, supporting more than 200 council users and approximately 90,000 citizens. The programme replaced legacy applications, enabled customer self-service through Salesforce Experience Cloud, and integrated customer journeys, internal processes and applications to create a single view of the citizen.

The Salesforce team delivered a phased, agile Salesforce Service Cloud implementation using a 12-sprint approach and a mixed delivery team which included some council staff members. Discovery identified the required case types, followed by configuration and custom development, with integrations to legacy and external systems. At go-live the solution supported more than ten key services, including five complex integrations, while standardising processes and reducing internal emails and manual, paper-based transactions. A training package also trained Tandridge’s internal team, enabling the council to become self-sufficient in agile delivery and ongoing enhancements.

The programme was delivered on time and to budget, with internal staff reorganisation generating significant savings. The new platform provides a single view of the citizen, supports faster service at first contact, and has enabled internal teams to actively contribute to continuous improvement. The implementation also helped Tandridge achieve its wider objectives of improving efficiency, meeting community needs and reducing costs while maintaining or improving services.