Language proficiency assessment (EdTech)Language Proficiency Assessment Provider
A language proficiency assessment provider turned a manual, disconnected Salesforce org into an integrated platform spanning sales, service, finance, and a custom credit and billing model.
The client is an EdTech company and long-standing leader in language proficiency assessment, with an online computer-adaptive testing platform used by K-12 schools, higher education, government agencies, and enterprise employers across many languages. Its Salesforce environment was underused and disconnected from the systems that actually ran the business, including its proprietary assessment database and accounting tools. SiiMPLY7 partnered with the client to transform the platform, model its complex credit economics, integrate core systems, and stand up modern service operations.
The challenge
The client's billing reality was complicated: test credits could be swapped, transferred, retaken, expired, shared across accounts, and run into overages, and none of that was tracked cleanly in Salesforce. Operational data such as consumption records, product catalogs, and pricing lived outside the CRM, finance work was manual, and support teams lacked structured case management. The business needed a scalable data model for credits and billing, real-time integration with its assessment database, and a true service operation.
The solution
SiiMPLY7 built a scalable credit-tracking data model to handle swaps, transfers, retakes, expirations, overages, and credit sharing, and migrated consumption, product catalog, and pricing data into it. The team connected Salesforce to the proprietary assessment database for real-time, secure data flow using Jitterbit ETL, integrated QuickBooks to automate overage invoicing, and used Zapier to bridge finance, IT, and Salesforce workflows. On the service side, SiiMPLY7 launched Service Cloud with team-specific consoles, email-to-case, automated assignment, SLAs, CSAT, and dashboards, plus a Digital Engagement layer with a customized chatbot and an internal and external knowledge base.
Implementation highlights
What we built.
- Custom credit and billing data model handling swaps, transfers, retakes, expirations, overages, and credit sharing
- Real-time, secure Salesforce integration with the proprietary assessment database via Jitterbit ETL
- QuickBooks integration automating overage invoicing, plus Zapier automations bridging finance, IT, and Salesforce
- Service Cloud rollout with team-specific consoles, email-to-case, auto-assignment, SLAs, CSAT surveys, and dashboards
- Digital Engagement chatbot with multi-channel and AI-driven responses, backed by a knowledge base
- Form-to-Salesforce onboarding automation and Slack-to-Jira ticket creation for faster issue resolution
Results
Complex credit scenarios and overage invoicing are now modeled and automated rather than handled by hand
Service Cloud consoles, SLAs, CSAT, and a chatbot replaced unstructured support with measurable case management
Real-time integration across the assessment database, QuickBooks, Slack, and Jira removed manual handoffs
Engagement summary
SiiMPLY7 moved the client from an underused, disconnected Salesforce org to an integrated platform covering sales, service, finance, and a custom credit economy, delivered as an ongoing strategic partnership.
What's next
Likely next phases include consolidating integration tooling by replacing Jitterbit and Zapier with MuleSoft, and introducing Agentforce service agents for internal support first and then external customers.
More case studies
Looking for similar results?
Let's simplify the complex, together.
A senior architect, not a sales rep, will map your first move inside 48 hours.