Client: One Identity
- Salesforce Revenue Cloud Advanced
- Salesforce Service Cloud
- Agentforce
ABOUT CLIENT
One Identity is a U.S.-based cybersecurity company specializing in unified identity security. Their platform helps organizations control, secure, and govern who has access to what across their systems, applications, and data.
NEED
One Identity operated in a shared Salesforce environment, creating interconnected applications and process overhead that no longer fit its distinct go-to-market motion or growth strategy. Support ran on legacy systems including Zendesk, which siloed customer data away from the rest of the business. Manual pricing updates in the existing Configure, Price, Quote (CPQ) setup created bottlenecks across sales operations.
APPROACH
CloudMasonry is leading a Salesforce org carve-out to give One Identity a dedicated environment aligned with its own business model. The work modernizes sales and service in parallel rather than in sequence.
- Carve-out of a dedicated Salesforce environment from the shared org.
- Migration of legacy CPQ to Revenue Cloud Advanced, automating pricing and subscription lifecycle management.
- Implementation of Service Cloud with Agentforce to improve case deflection and agent routing.
- Unified knowledge management, replacing the siloed legacy support stack.
OUTCOME
One Identity will operate on a dedicated Salesforce foundation built around its own go-to-market processes, with a single scalable environment supporting the company’s independent growth strategy.
- Revenue Cloud Advanced automating the pricing and subscription work that previously slowed deals.
- Agentforce deflecting routine cases so support engineers can focus on higher-complexity work.
- Customer data consolidated on-platform rather than split across legacy support systems.
- A Salesforce environment sized to One Identity’s business rather than inherited from a shared org.
