Customer experience automation transforms how businesses operate across Australia, with ProQuest focused on one mission: ensuring your Salesforce delivers measurable, lasting returns. Through strategic automation expertise and dedicated support, we maintain platform excellence whilst aligning technology with business objectives.
Our Customer Success Plans utilise PQ Adoptforce, a proven 6-month methodology that builds user capabilities, enhances automation performance and provides executive ROI transparency. This represents customer experience automation designed for strategic transformation, not technical implementation.
ProQuest delivers customer experience automation expertise to leading Australian enterprises and government organisations. Our Customer Success Plans support complex operational environments across transport, utilities, energy, retail and manufacturing.
- Salesforce Summit Partner - Over a decade of Salesforce delivery - 100% Salesforce focused
Outstanding Customer Satisfaction
- 4.86 out of 5 CSAT - 250+ projects surveyed - Long-term enterprise partnerships
Highly Trained Salesforce Consultants
- 210+ Salesforce certifications - Number one customer experience automation partner in Australia - Specialists across Sales Cloud, Service Cloud and customer engagement platforms - 300,000+ combined consulting hours
ProQuest's customer experience automation provides significantly more than operational support. We deliver long-term Salesforce partnership focused on measurable business results, platform performance and user engagement via structured approaches.
Structured adoption programme
The PQ Adoptforce framework operates a systematic 6-month programme to enhance Salesforce utilisation across your teams, aligned with performance metrics and executive oversight.
Certified Salesforce consultants
Immediate connection to senior specialists with extensive platform knowledge across Sales Cloud, Service Cloud and customer engagement solutions.
Australian-based customer experience automation team
Onshore experts who grasp local regulatory compliance, enterprise structures and time-critical support needs.
Transparent performance reporting
Full insight into platform performance, delivery advancement, service quality and business impact, backed by governance supporting executive oversight.
Continuous optimisation and improvement
Structured governance and compliance
Robust management systems, rigorous security measures and proven implementation processes that reduce platform risk whilst supporting your audit and compliance needs.
A continuous improvement programme that elevates performance, adoption and return on investment whilst your business and operating model transforms.
This model ensures your Salesforce environment stays stable, secure and continuously improving, while giving your leadership team the confidence that adoption is tracked, ROI is measured and platform value keeps growing.
Get a fast, practical view of how your Salesforce platform is performing today and where your greatest opportunities for adoption and ROI improvement lie. This short assessment is relevant for any Salesforce environment, whether you are managing Sales Cloud, Service Cloud, Field Service or a combination.
Customer Experience Automation That Drive Measurable Results
Professional customer experience automation solutions integrate Adoptforce's proven framework with certified specialist support, delivering measurable Salesforce outcomes that drive business excellence.
Salesforce Customer Experience Automation
Customer experience automation services, release coordination and experience delivery. From addressing interaction challenges to implementing experience enhancements, we maintain platform performance and customer journey advancement.
1
Customer Experience Platform Support
Dynamic assistance and sustained enhancement across customer-focused workflows that facilitate sales, service and engagement automation. Our capabilities extend through Sales Cloud, Service Cloud and integrated solutions.
2
Customer Experience Automation Support
Operational support and structured improvement of Salesforce customer experience automation to increase engagement efficiency, customer satisfaction and service delivery performance.
3
User Adoption and Change Management
Customer-focused adoption programmes leveraging the Adoptforce framework, incorporating experience training, automation reviews, customer dashboards and satisfaction-linked reporting, to drive customer-centric, measurable platform adoption.
4
Salesforce Integration and Automation
Oversight of integrations and automation to reduce manual effort, improve data quality and ensure end-to-end process reliability across connected systems.
5
System Health Checks and Performance Audits
Proactive platform health evaluations addressing technical debt, security exposure and performance risks, with targeted remediation recommendations.
6
Success Stories: Proven Adoption and Performance Outcomes
Shape Levels Up Customer Engagement with Salesforce Customer Experience Automation and ProQuest
Founded in 1989, Shape Australia is a leading construction and project management company. ProQuest transformed their customer engagement operations using Salesforce customer experience automation, delivering measurable improvements in customer satisfaction and operational visibility.
From Nintex to Salesforce: Streamlining Zimmer Biomet's Core Processes with ProQuest
ProQuest worked with Zimmer Biomet to migrate from Nintex and streamline their core operational processes within Salesforce, strengthening the company's long-term platform capability and reducing process complexity across the business.
'ProQuest was amazing! I cannot thank them enough for their hard work, commitment and dedication to the customer experience project. Big shout out to the team for their exceptional work.'
Joshua Olds Head of IT, Kogan
'ProQuest has been an exceptional Solution Partner. They've effectively functioned as an extension of our in-house Delivery Capability, greatly augmenting our capacity to deliver value to our system users.'
Jake Goodey General Manager, Operations, JB Hi-Fi
Insights from Our Experts
How CIOs Should Evaluate Agentforce Beyond the Demo
What is customer experience automation in Australia?
What is PQ Adoptforce and how does it work?
What is the difference between customer experience automation and reactive support?
Who are ProQuest's customer experience automation solutions designed for?
How does customer experience automation improve ROI?
Customer experience automation in Australia provides ongoing management, support and optimisation of business technology platforms. For Salesforce environments, this includes proactive adoption management, performance monitoring, security governance, continuous improvement and executive reporting, delivered through a structured methodology rather than reactive support alone.
PQ Adoptforce is ProQuest's structured 6-month adoption programme, designed to continuously improve how your teams use Salesforce and measure the value it delivers. It follows the ADOPTS framework (Assess, Define, Optimise, Promote, Track, Strategise) and includes design thinking workshops, usability reviews, persona-based training, adoption dashboards and quarterly business reviews. It is included in all Customer Success Plans from Bronze tier upwards.
Reactive support resolves issues after they occur. Customer experience automation is proactive and structured: it maintains platform health, improves user adoption, delivers roadmap enhancements and provides governance frameworks that reduce risk and improve ROI. ProQuest's solutions combine both streams, with structured adoption delivery via Adoptforce and responsive case management with SLA-backed support.
Our Customer Success Plans are designed for CIOs, Heads of IT, Salesforce Platform Owners and Operations Leaders who want structured, long-term Salesforce support rather than ad hoc assistance. They are particularly suited to organisations with complex customer experience automation, multi-cloud Salesforce environments looking to improve adoption and maximise return on investment.
ProQuest improves Salesforce ROI through a combination of proactive adoption management, continuous platform optimisation and executive-level reporting. By reducing adoption gaps, eliminating technical debt and aligning Salesforce enhancements to business priorities, organisations consistently see improvements in user productivity, data quality and measurable commercial outcomes.
When Salesforce adoption stalls or ROI measurement proves challenging, ProQuest provides customer experience automation that transforms reactive support into structured, measurable improvement. Our Customer Success Plans are built for lasting value, not temporary solutions.
ProQuest works to empower companies in Australia and New Zealand to achieve higher performance through the delivery of tailored Salesforce solutions using disciplined Agile Scrum methodology.
We bring customer's vision to life through efficient delivery of innovative and transformative solutions powered by Salesforce.
Contact
• Lvl 12, 3 Spring Street, Sydney
• The Executive Centre Level 22, Salesforce Tower, 180 George St, Sydney NSW 2000
We acknowledge the Traditional Owners of the land where we work and live. We pay our respects to Elders past, present and emerging. We celebrate the stories, culture and traditions of Aboriginal and Torres Strait Islander Elders of all communities who also work and live on this land.Nothing foundTextText-UnitConvert toText
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