Taiwan’s first Consumer Goods Cloud
Enhanced implementation

Background

The client is a Taiwanese quick-service restaurant chain with nearly 400 stores, covering the full lifecycle of direct operations, franchise development, and store management.

Before EKel joined, the client already had a Salesforce environment, but years of inconsistent design language and weak business alignment had left users frustrated. Integration was lightweight: Survey Monkey and Google Forms collected field and operations data, while Zapier routed that data into Salesforce and other tools.

The client did not need “one more module”. They needed Salesforce to become the straight line again, connecting store, headquarters, and franchise workflows on a single platform.

Challenge

The client’s business processes were distributed: recruiting franchisees, managing stores, signing and fulfilling contracts, supporting stores and franchisees, and serving end customers. These workflows lived across different tools and teams, joined together by manual handoffs.

The challenge had three layers:

1. Stitch business processes back into one line. From franchise recruitment to daily operations and customer service, the platform needed one data model and one operating experience.
2. Preserve existing assets. Survey Monkey, Google Forms, and Zapier already supported useful lightweight integrations. The new platform had to coexist with those flows instead of forcing a full rebuild.
3. Win users back. Salesforce had a weak internal reputation. This rebuild had to feel modern, usable, and worth returning to.

Solution

We made Consumer Goods Cloud Enhanced the platform backbone. The client became the first customer in Taiwan to implement this product. Around it, we combined Sales Cloud, Service Cloud, and Experience Cloud to bring franchise, store, contract, service, and customer service workflows into one Salesforce platform.

Key design choices included:

Use Consumer Goods Cloud native capability wherever possible

Consumer Goods Cloud Enhanced includes three capabilities we relied on heavily:

• Business Rule Engine: declarative logic for store and franchise rules such as allocation, settlement, and audit conditions.
• Discovery Framework: structured visits, inspections, and form workflows so store management follows a consistent operating rhythm.
• DocGen: store-side PDFs such as purchase requisitions and inspection reports generated directly from the system data model.

Together, these native capabilities covered much of the day-to-day operating logic without reaching immediately for custom code.

Lightweight integration: Survey Monkey, Google Forms, Zapier

The client’s existing integration pattern was form-based. Store and operations data was collected through Survey Monkey and Google Forms, then routed by Zapier. We kept that flow and made it one of the entry points into Salesforce, rather than asking them to adopt a heavier enterprise integration layer before the business was ready.

Experience Cloud connects franchise touchpoints

Franchisees and store teams interact with headquarters through Experience Cloud, keeping recruitment, contracts, operations, and service consistent even at the external touchpoint layer.

Three-Phase Implementation

The program moved through three phases, each aligned to a business rhythm rather than launching everything at once:

• Phase 1: franchise recruitment and contracts. Move franchise lead, evaluation, and signing workflows into Sales Cloud.
• Phase 2: store management and service. Use Business Rule Engine, Discovery Framework, and DocGen to shape daily operations, inspections, procurement, and store service logic — inspection reports and purchase requisitions are generated directly from the system.
• Phase 3: customer service and deeper integration. Bring Service Cloud online for consumer service and connect existing Survey Monkey, Google Forms, and Zapier flows more deeply.

Each phase was independently deliverable and reviewable. The old system did not need to wait until the final phase to begin stepping back.

Result

After delivery, the client had one Salesforce platform covering franchise, store, contract, service, and customer service workflows:

• Previously scattered processes were pulled into one platform with consistent data and actions across teams.
• Native Consumer Goods Cloud capabilities went live successfully, with much of the logic handled by the product rather than custom code.
• Users received a modern Salesforce experience, shifting internal perception from liability to asset.
• The platform created a cleaner, extensible foundation for future Agentforce Enablement, even though Agentforce itself was outside this project scope.

Lessons Learned

This program turned several EKel principles into standard operating practice.

Start with OOTB and force the product to solve what it can. From day one, we held the line: if Salesforce standard capability could solve it, do not customize. Consumer Goods Cloud Enhanced handled much of the daily logic and kept complexity contained.

Customization is not bad when it is worth doing. Where the business truly needed something the product could not cover, we customized. AI-assisted development improved both speed and quality.

Run consulting projects like engineering projects. Jira and Confluence kept requirements, decisions, and documentation traceable. CI/CD avoided the common consulting pattern of manual go-live heroics.