Helping TDECU Drive Efficiency with Modern CRM Capabilities
Case Study
From Legacy to Leading: Streamlined Wealth Management & Insurance Solutions for TDECU with Dynamics 365
Texas Dow Employees Credit Union (TDECU), the largest credit union in the Houston area, undertook a transformative project to migrate its insurance operations from legacy systems to Microsoft Dynamics 365. The project involved moving member onboarding, member management, insurance product tracking, and cross-selling capabilities into a centralized Dynamics 365 system. Migrating decades of legacy data, including member records and insurance product details, required careful planning to eliminate duplicates and ensure data accuracy.
95%
Reduction in duplicate data.
TDECU’s new setup in Dynamics 365 introduced streamlined workflows, automated processes, and improved product targeting, enhancing the credit union’s capacity for personalized, efficient insurance services.
Work Details
- Conducted a comprehensive review of TDECU’s existing insurance operations in legacy systems, identifying key areas for improvement and data mapping.
- Migrated detailed member onboarding processes to Dynamics 365, integrating data related to personal information, account history, and product ownership.
- Transferred all member data, including insurance products owned and products of interest, with extensive data validation checks to maintain accuracy.
- Developed an automated deduplication system within Dynamics 365 to address duplicate records, as data from multiple systems had led to inconsistencies.
- Built custom automation workflows for member onboarding, insurance product recommendations, sales tracking, and renewal notifications.
- Configured CRM capabilities to recommend cross-selling opportunities based on members’ owned products and stated interests, optimizing product relevance for each member.
- Established workflow automation from user onboarding to product sales and renewals, enabling seamless end-to-end insurance service management.
- Implemented user access controls and training to ensure staff could effectively use new features, minimizing disruptions in daily operations.
Benefits
- Improved operational efficiency by 45% through the consolidation of member and insurance data into a single, unified platform.
- Reduced duplicate data by 95% with automated tracking, highlighting, and removal processes, ensuring more accurate member records.
- Increased product cross-selling by 30% through targeted CRM capabilities, matching products with member profiles and interests.
- Enhanced customer experience with automated onboarding and streamlined processes, reducing the time required for member interactions.
- Minimized manual workload with automated workflows for insurance product renewals, sales tracking, and cross-sell opportunities, freeing up staff for high-value tasks.
- Strengthened data security and compliance with detailed access controls and structured data validation, protecting sensitive member information.
- Provided TDECU with a scalable CRM platform that could grow with its member base, supporting ongoing expansion and product innovation across service locations.
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How Aprimo Cut Costs by 60% Without Losing Productivity
Case Study
60% cost savings by rebuilding revenue operations with coResolute's hybrid model, with a bonus of increased throughput.
Aprimo’s COO met Jason at a networking event with a problem on his mind. His $60M marketing software company had 11 people running revenue operations—handling Salesforce administration, ServiceNow tickets, reporting, and process automation. The system worked, but the fully-loaded cost was difficult to defend. Pure offshore solutions promised savings but came with junior talent, time zone headaches, and communication gaps. He needed a different model.
60%
Cost savings by moving from an onshore team to a hybrid structure, with coResolute’s help.
The mandate was simple but daunting: reduce headcount – significantly – without losing capability. Everything still needed to happen, including Salesforce automation, ticket resolution, reporting, and process improvement. No scaling back services. Just radically lower costs while maintaining or improving throughput. And it couldn’t take a year. The company needed results in weeks.
coResolute reverse-engineered every process the RevOps team touched. They mapped workflows, shadowed ticket handling, and interviewed sales reps about what they actually needed. Then they built an offshore team with senior-level expertise: Salesforce developers who could write Apex code, administrators who understood complex automation, analysts who could generate meaningful reports. Within one month, nine Aprimo employees transitioned off of the GTM team to other roles in the company. coResolute absorbed their work. Ticket resolution times improved. Salesforce changes that took weeks now took days. Cost savings: 60% conservatively, potentially 75%.
1 Month
Complete transition from 11-person to 2-person team, with improved performance.
coResolute executed tickets, yes. And, they hunted for problems to solve. When ServiceNow incidents revealed patterns, they proposed workflow fixes. When Salesforce slowed during high volume, they optimized code without being asked. The difference: senior talent instead of cheap labor, Jason’s Austin presence for fast escalation, and a model that rewarded solving problems instead of logging hours. Three months in, the COO brought them a bigger challenge.
Aprimo’s sales team was drowning in leads but conversion rates weren’t improving. Leads sat in static queues assigned to reps without capacity. The COO wanted a dynamic system—leads automatically scored by activity, hot leads routed to available reps with relevant experience, cold leads moved to nurture. He wanted it built natively in Salesforce so Aprimo owned the code. coResolute built it from scratch using Apex. The system monitored lead behavior in real-time, evaluated rep availability and past performance, then routed intelligently. Cold leads automatically moved to nurture campaigns. Implementation took three months. No subscription fees. No vendor lock-in. Just a managed product Aprimo owns.
Eighteen months later, Aprimo still works with coResolute. The dynamic queue system keeps evolving. Ticket throughput stays higher than when they had 11 people. The 2 remaining GTM team employees focus on strategy. coResolute handles execution. The 60% cost savings recur every quarter. But the real value is velocity. Faster ticket resolution means sales reps get unblocked sooner. Better automation means deals don’t stall on operational friction. Intelligent lead routing improves close rates. Aprimo didn’t just save money. They turned revenue operations into a competitive advantage.
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Synacor Modernizes Knowledge Management with Salesforce & Agentic AI
Synacor Modernizes Knowledge Management with Salesforce & Agentic AI
Synacor’s Zimbra division supports a global base of enterprise and service provider customers using a knowledge ecosystem that had evolved over more than a decade. Critical support content was distributed across a public Wiki and multiple documentation sites, resulting in fragmented information, inconsistent structure, and limited discoverability.
Support agents spent significant time searching for accurate answers, and the organization lacked a governed, centralized system that could support AI-driven automation, intelligent search, or chatbot-based assistance. After implementing Salesforce Service Cloud, Synacor wanted to validate whether Salesforce could become the long-term platform for modern, scalable Knowledge Management.
3000
The number of knowledge articles transferred into Data Cloud from legacy Wiki to support Agent workflows.
The Solution
CoResolute partnered with Synacor to deliver a focused Proof of Concept (POC) designed to consolidate knowledge, improve agent efficiency, and establish a foundation for AI-enabled service operations.
The engagement centered on four key initiatives:
- Migrating prioritized Zimbra knowledge content into Salesforce Knowledge
- Structuring articles with consistent metadata, categorization, and versioning
- Enabling Einstein-powered search and article recommendations within Service Cloud
- Deploying an internal Agentic AI chatbot to surface knowledge through natural-language queries
The POC was intentionally scoped to move fast while validating architecture, usability, and business impact.
The Results
The POC delivered immediate, measurable value:
- Established Salesforce as a single source of truth for support knowledge
- Significantly reduced time agents spent searching for answers
- Validated Einstein-powered article recommendations for real support scenarios
- Deployed an internal AI chatbot capable of retrieving and summarizing knowledge
- Defined a clear roadmap to migrate 3,000+ additional articles into Salesforce
Most importantly, Synacor leadership gained confidence that Salesforce could support a long-term, AI-enabled service strategy.