Legacy CRM Transformation for a Major Public Water Utility
Rise Technologies is modernizing Acquedotto Pugliese legacy CRM ecosystem through Salesforce and MuleSoft — creating a customer-centric platform that integrates enterprise systems while ensuring uninterrupted business operations.
The Challenge
As major public water utility, Acquedotto Pugliese needed to replace its legacy CRM platform with a modern, customer-centric solution capable of supporting critical business processes while integrating a wide range of existing enterprise applications.
Years of system evolution had created a complex technology landscape where customer information and operational processes were distributed across multiple legacy platforms. The organization required an integrated platform that could unify CRM capabilities, connect legacy systems, and enable future business growth through a modern enterprise architecture.
Our Approach
Since February 2023, Rise Technologies has been leading the organization’s CRM transformation program, delivering a phased migration from the legacy platform to Salesforce while using MuleSoft to integrate core enterprise systems. The program focuses on creating a unified customer platform that supports existing operations while enabling long-term digital evolution.
- Designed a customer-centric Salesforce data model to consolidate customer information and streamline business processes
- Managed the initial migration of customer data from SAP and contact center platforms into the new Salesforce environment
- Implemented MuleSoft integrations connecting Salesforce with the organization's core legacy systems to ensure seamless data exchange
- Preserved operational continuity throughout the migration, minimizing the impact on existing business activities
- Continue supporting the ongoing transformation program to expand platform capabilities and strengthen enterprise integration across the organization
