22 departments, 500 users, 1 platform: OneDigital PEO’s FSC migration

Rapid expansion through acquisitions brought new talent and opportunity to OneDigital’s PEO business, but also significant operational complexity. What had been an effective multi-system operating model at smaller scale, quickly became unsustainable as volume, coordination needs, and expectations for visibility increased.

Instead of operating on a single, end-to-end platform, teams worked across multiple specialized systems at the various stages of the client’s journey.  This model required multiple manual handoffs between systems, drastically increasing administrative burden and data quality challenges as the business grew.

Key challenges included:

• Multiple systems across the client lifecycle: Sales operated in Zoho, service teams worked in ClientSpace, and implementation activity was tracked through email and OneNote—requiring manual handoffs and increasing friction between teams.

• Limited operational visibility: Leaders lacked a real-time, end-to-end view of client status, staffing capacity, and pipeline performance, making it difficult to plan and scale with confidence.

• Mission-critical services at the core of the relationship: Payroll and benefits sit at the heart of the PEO client experience. As scale increased, so did the need for tighter coordination, accuracy, and visibility to protect client trust and ensure compliance.

“There were a multitude of challenges and issues operating across multiple platforms. We knew we needed a solution that would provide a unified view of our clients across the teams, that facilitated collaboration & communication within the system, and really give us truth to our performance for our clients across the board.”

- Philip Gilreath, Director of Business Transformation, OneDigital

OneDigital partnered with Zennify to consolidate 22 departments and 500+ users into Salesforce Financial Services Cloud (FSC), replacing siloed systems with a unified, scalable platform.

Key solution elements included:

• Automating the handoff from sales to implementation, with projects and milestones created instantly in Salesforce, eliminating manual Excel and email processes and giving implementation teams visibility from day one.
  
  
• Centralized onboarding and service case management: Client requests are consistently captured and managed within a single case, enabling coordinated, cross-department execution and clear ownership throughout onboarding and ongoing service.

• Unified client communications and engagement: Salesforce serves as a single system of record for client interactions across channels, giving teams a complete, shared view of communication history and engagement. This enables better coordination, clearer context, and a more accurate picture of client activity across the organization.
  
  
• Integrating Box for file management, with folders automatically generated and tagged with CRM metadata for new opportunities and cases—keeping millions of client files organized and accessible directly within Salesforce and searchable through Box direct.
  
  
• Delivering real-time dashboards, giving leaders truth and visibility into the business with insights into pipeline, implementation timelines, service SLAs, and staffing capacity.

With Salesforce FSC in place, OneDigital’s PEO now has consistent visibility into client interactions, response activity, case volume, and workload distribution across teams. While the organization is still in the early stages of adoption and establishing baselines, the platform has created real impact by accelerating client handoffs and drastically improving data quality.

• Accelerated sales-to-implementation handoff by ~72%:  Automation reduced handoff time, creating earlier visibility and smoother transition into onboarding creating by generating project plans, schedules, and milestones.

• 500+ users, 22 departments unified: Teams are now connected, communicating, and collaborating in Salesforce for all work servicing clients.  

• Real-time visibility: Leaders can track client experience, staffing ratios, and service performance instantly.

Looking ahead

With Salesforce FSC unifying its PEO operations, OneDigital is now focused on the next phase of growth. The organization is deepening analytics to refine staffing models, expanding automation to streamline service, and bringing new acquisitions onto the platform. Most importantly, it’s about scaling with confidence while continuing to elevate the client experience.