Driving 60% Automation with LevelShift’s Unique Managed Services Framework – AIO

Our client, a global MedTech company, had a strong Salesforce Managed Services foundation supported by a capable team. As the organization scaled to 11+ production orgs, increasing manual effort began to limit efficiency, making it harder to scale operations seamlessly and focus on innovation. Like many enterprises across industries managing complex multi-org Salesforce environments, the client faced growing operational inefficiencies, fragmented governance, and increasing manual effort as platform usage scaled.

The client’s Salesforce operations were highly dependent on manual processes, with fragmented workflows across user provisioning, platform administration, AppExchange apps management, platform maintenance, release management, and governance. This limited their ability to scale efficiently and meet compliance expectations.
 
The following challenges were identified:

• Manual and fragmented operations: Core workflows such as user provisioning, access management, and release cycles relied on manual steps, leading to inefficiencies and delays.
• Lack of embedded automation and AI: Automation and AI initiatives were treated as one-off implementations rather than being integrated into day-to-day operations.
• Inefficient release processes: Release management lacked standardized CI/CD pipelines, resulting in slower deployments, higher effort per release, and increased risk of errors.
• Governance and compliance gaps: Ensuring consistent access reviews, audit trails, and regulatory alignment was difficult due to the absence of centralized governance mechanisms.
• Limited visibility and transparency: There was insufficient tracking of KPIs such as operational efficiency, change failure rates, and automation coverage, impacting decision-making.
• Scalability constraints: As the organization grew, the existing operating model struggled to support increasing workloads without adding manual effort.

To address these challenges, we designed and implemented a Salesforce managed services operating model centered on automation, AI, and governance: Adaptive Intelligent Operations (AIO). The approach focused on standardizing workflows, enabling CI/CD, and embedding intelligent automation across key processes.
 
The following solutions were implemented:

• User lifecycle automation (provisioning, onboarding, offboarding): Automated end-to-end user lifecycle with Day 0 provisioning, role-based access, and seamless onboarding and offboarding to ensure speed, consistency, and compliance.
• Release management transformation with CI/CD: Implemented a structured release pipeline including static code analysis, automated quality gates, and environment-based code promotion. Over time, this evolved into a fully automated CI/CD pipeline supporting seamless deployments across development, UAT, and production.
• Static code analysis and quality gates: Deployed automated tools for early detection of vulnerabilities and coding issues, combined with quality gates to ensure only validated code progresses through the pipeline.
• Governance and CoE operating model: Established a centralized governance framework with multi-org oversight, ensuring consistent policies for access management, release tracking, and compliance adherence.
• AI and automation-driven efficiency programs: Embedded intelligent automation across workflows such as access management, reporting, and monitoring, reducing manual intervention and improving process consistency.
• KPI-driven performance tracking: Defined and implemented measurable KPIs across operational efficiency, service quality, compliance, and strategic value to enable continuous improvement.

The new operating model transformed Salesforce operations into a scalable, automation-first ecosystem with measurable improvements across efficiency, quality, and compliance.

• 60% increase in workflow automation coverage: A significant portion of user provisioning, access management, and release processes are now automated, reducing manual effort.
• 30% reduction in release effort: Standardized CI/CD pipelines and automation reduced hours per deployment and improved release velocity.
• 35% improvement in system reliability: Automated testing, quality gates, and monitoring reduced change failure rates and improved overall system stability.
• 50% faster user provisioning: Day 0 automation enabled immediate access setup, eliminating onboarding delays and improving user experience.
• 40% Cost Reduction: The AIO framework reduced managed services costs by up to 40% by minimizing manual effort through hyper automation, improving efficiency with adaptive intelligence, enabling faster execution through hyper agility, and aligning efforts to high-value outcomes.
• Improved compliance and audit readiness: Centralized governance ensured timely access reviews, complete audit trails, and adherence to regulatory requirements.
• Enhanced operational transparency: Real-time KPI tracking provided visibility into performance metrics such as MTTR, automation coverage, and release quality.
• Increased strategic capacity: With reduced manual workload, more platform capacity is now allocated to innovation, automation, and AI-driven initiatives.

By embedding automation and AI into everyday operations, the organization established a future-ready Salesforce operating model that scales efficiently while maintaining strong governance and compliance.