CRM Modernization and Platform Consolidation

About the customer

Commerce.com, Inc. is a leading public Software-as-a-Service (SaaS) provider that delivers an open, AI-driven digital commerce ecosystem for global merchants.

Overview

Commerce's sales and customer-management processes were supported by multiple CRM platforms, including Salesforce Classic and HubSpot. To simplify its CRM landscape and improve operational efficiency, Commerce launched a modernization program to consolidate these legacy capabilities into Salesforce Lightning. Intellious supported the end-to-end transformation — assessing existing processes, defining the future-state operating model, modernizing workflows, mapping CRM objects and fields, and enabling a phased transition.

The Challenge

Commerce's sales and customer processes had evolved independently across Salesforce Classic and HubSpot, resulting in fragmented workflows, duplicate capabilities, inconsistent data structures, and limited visibility across teams. Salesforce Classic was also connected to several downstream enterprise systems, making a direct transition to Lightning risky without disrupting business operations. Commerce needed to consolidate platforms, standardize processes, map legacy data into the new CRM model, and preserve critical integrations — all through a phased transition that wouldn't disrupt the business.

How Intellious Helped

Intellious assessed current-state processes across Salesforce Classic and HubSpot, designed streamlined future-state workflows for Lightning, and determined what to retain, redesign, or retire in consolidating onto a single platform. Bi-directional sync between Classic and Lightning kept data aligned throughout a phased transition, validated with business stakeholders at every stage.

Business Impact

The consolidation replaced two fragmented CRM platforms with one modern, unified system  - streamlining sales and customer-management processes, improving data consistency and visibility across teams, and reducing duplicate workflows and platform complexity. It maintained business continuity throughout the transition and established a scalable foundation for future CRM automation and growth.