CASE STUDY 03 · ENTRUST
Stabilizing and Scaling Marketing Cloud at Entrust
From Unstable Automation to a Scalable Marketing Cloud Foundation with 80% Faster Issue Resolution
Client Overview
Entrust is a non-profit organization leveraging Salesforce and Marketing Cloud to manage communications, client data, and operational workflows.
The Challenge
Entrust’s Marketing Cloud environment had become increasingly unstable, creating operational inefficiencies and limiting their ability to execute campaigns effectively.
Key challenges included:
- An unreliable Salesforce–Marketing Cloud connector causing inconsistent and inaccurate data
- Overly complex and fragile Journey Builder configurations
- Extended troubleshooting cycles with unclear root causes
- Limited internal expertise to maintain and scale the platform
As a result, campaign execution was slowed, confidence in the system declined, and teams were forced into reactive troubleshooting.
The Solution
Pepperdean led a focused stabilization and enablement initiative to restore system integrity and establish a scalable foundation.
Connector Stabilization
Repaired and optimized the Salesforce Marketing Cloud connector to ensure accurate and consistent data synchronization.
Journey Redesign & Simplification
Rebuilt key journeys to remove unnecessary complexity, improve reliability, and align with best practices.
Architecture & Best Practices
Implemented a structured, scalable approach to data usage, segmentation, and automation design.
Team Enablement & Training
Provided hands-on guidance and training to empower the internal team to confidently manage, troubleshoot, and extend the platform.
The Impact
80%+ reduction in troubleshooting time
Reduced issue diagnosis from 2–6 hours to under 45 minutes
Improved data reliability and system trust
Eliminated recurring sync issues between Salesforce and Marketing Cloud
Faster campaign execution
Streamlined journeys enabled quicker setup, testing, and deployment
Reduced reliance on external support
Internal team now independently manages ongoing operations and troubleshooting
Business Outcome
Entrust transitioned from a reactive, unstable environment to a reliable and scalable Marketing Cloud foundation — enabling their team to execute campaigns with confidence and focus on higher-value work.
Key Takeaway
A stable foundation is what makes automation valuable. By addressing core infrastructure issues and enabling the team, Entrust moved from firefighting to scalable, predictable marketing operations.
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