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Decoupling Legacy Systems from Salesforce Service Cloud 

Heineken

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Client Overview 

Heineken, one of the world’s leading brewers, operates across multiple regions with a diverse set of customer engagement and service systems. As part of its digital transformation roadmap, Heineken aimed to simplify its technology ecosystem, reduce dependencies between platforms and improve the agility of its customer service operations.

Problem Statement 

Heineken’s Service Cloud instance had been heavily integrated with multiple systems across sales, logistics and customer management. Over time, this tightly coupled architecture created several challenges:

  • Complex Dependencies: Changes in one system required simultaneous updates in others, increasing maintenance effort and cost.
  • Reduced Agility: New releases and feature enhancements on Salesforce were delayed due to dependency mapping and integration testing across multiple back-end systems.
  • Migration Constraints: Heineken planned to move key business functions to a new CRM stack. However, the existing Salesforce integrations were deeply intertwined, making the transition high-risk.
  • Operational Downtime Risks: Any integration failure between Salesforce and the systems directly impacted customer service continuity.
The business needed to decouple Salesforce from the existing ecosystem to enable a smooth transition to the new architecture — without disrupting day-to-day service operations.
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Our Solution 

BlueSky partnered with Heineken to design and execute a decoupling and service continuity strategy. The project followed a three-phased approach:

Assessment and Planning

Conducted a system dependency audit to map data flows between Salesforce and platforms (order management, billing and distribution systems).
Identified critical integrations required to sustain business operations during the transition.

Defined a target state architecture where Salesforce operated as an independent engagement layer, consuming data through a newly established middleware API layer.

Decoupling and Stabilisation

Implemented Salesforce B2B Commerce Cloud to provide a unified, self-service platform where customers could browse products, view pricing and place orders directly. 

Automated order creation and management workflows, reducing dependency on manual input from the sales desk. 

Enabled real-time order tracking and status updates to enhance transparency and customer trust.

Adoption and Integration

Implemented a data abstraction layer using middleware services to isolate Salesforce from direct legacy system calls.

Migrated all synchronous integrations to asynchronous APIs to improve reliability and scalability.

Reconfigured Service Cloud workflows, cases, and automation to function autonomously while maintaining data synchronisation through the API gateway.

Introduced temporary staging environments for data exchange during the ERP transition period.

Transition and Enablement

Supported the migration of dependent systems to the new architecture while maintaining Salesforce uptime.

Delivered user training and documentation for the new operational model.

Conducted a post-decoupling validation to ensure data integrity, process continuity and API performance benchmarks.

Benefits and Outcomes

The decoupling initiative resulted in measurable business and technical benefits:

Area

Outcome

Business Continuity
Salesforce remained fully operational throughout Heineken’s ERP migration, with zero service disruption to customers.
Scalability
The new API-driven architecture allowed Salesforce to integrate seamlessly with the new system landscape.
Reduced Costs
Maintenance and change management efforts reduced by 30% due to simplified dependencies.
Faster Enhancements
Salesforce releases and configuration updates could now be deployed independently, accelerating delivery timelines by up to 40%.
Future-Ready Architecture
Established a modular integration model that supports future innovation, such as AI-driven customer insights and omnichannel service integration.

Conclusion 

Through a structured decoupling approach and a focus on business continuity, BlueSky helped Heineken simplify its technology ecosystem and prepare Salesforce Service Cloud for a future-ready architecture. The project not only enabled a seamless migration but also empowered Heineken’s service teams to operate with greater agility, reliability, and speed.

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What we do

Financial services
Telco, Media and Technology
Retail, Consumer Packaged Goods

How we do it

Digital Advisory
Amazon Web Services
Data, Analytics, AI 
Experience Design
Adoption & Enablement
BlueSky AI Labs
Technical Excellence
Delivery Excellence

Why we do it

Customers
Customer Success Stories
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About us

Company Overview
Leadership
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Culture

Contact us
Tashya-Singh

Tashya Singh

Head of Human Capital

As Head of Human Capital at BlueSky, Tashya Singh plays a pivotal role in shaping a people strategy that empowers innovation, agility and growth. With more than 15 years of experience in Human Capital Management within technology-driven environments, she brings deep expertise in building cultures that align people and purpose.

Tashya is passionate about fostering inclusive, high-performance teams and supporting diverse talent across all functions — from engineering to commercial operations. A proud member of the South African Board for People Practices (SABPP), she is recognised for combining strategic thinking with a hands-on, empathetic approach to leadership.

In a rapidly evolving tech landscape, Tashya ensures that the Human Capital function acts as a key enabler of business outcomes — leading initiatives that attract top talent, develop future-ready skills and embed agility into organisational design and culture. Her focus on data-driven decision-making and continuous improvement helps BlueSky scale effectively while maintaining a people-first ethos.

Outside of work, Tashya is a devoted mother to her two sons, whom she affectionately calls her greatest blessings.

Tracy-Surkont

Tracy Surkont

Growth Marketing Executive

As Growth Marketing Executive at BlueSky, Tracy Surkont drives business growth at the intersection of cloud technology, product strategy and industry transformation. She helps shape go-to-market strategies that align with client needs and position BlueSky’s offerings for measurable impact across key industries.

With more than 20 years of experience in sales and product leadership, Tracy has worked with leading enterprises across Africa to unlock value through innovative product development, strategic engagement and deep industry alignment — particularly in the telecommunications, media and FMCG sectors.

She holds a Bachelor of Commerce degree in Business Management. When not building growth strategies, Tracy enjoys running, travelling and spending time with her family.

Michael-Baxter

Michael Baxter

Head of Finance and Commercial

As Head of Finance and Commercial at BlueSky, Michael Baxter oversees the organisation’s financial operations and reporting, leading the financial strategy to support growth while ensuring fiscal responsibility. He also manages commercial contracts to drive short-term profitability with a clear focus on long-term sustainability.

With more than 20 years of experience in the technology and communications industries — and a background in programming — Michael brings a wealth of knowledge and expertise to his role. His vision is to reimagine finance at BlueSky through automation and innovation, enabling more strategic decision-making and ensuring that financial insights are readily available to guide business partners across the organisation.

Martin-Cheetham

Martin Cheetham

Business Executive – Experience Design

Martin Cheetham is a design thinker, guitarist, husband and father with a passion for design, technology, music and film. He is dedicated to creating experiences that make people’s lives simpler, easier and more enjoyable.

With over 15 years’ experience, Martin has immersed himself in Design Thinking and human-centred methodologies to uncover people’s deeper motivations and translate insight into meaningful experiences that deliver business value.

At BlueSky, he leads dynamic teams to design innovative products, services and experiences, while remaining hands-on in projects. An experienced facilitator and teacher of Design Thinking, Martin has guided corporate teams, individuals and students through practical frameworks that foster creativity and problem-solving.

Nicole-Adriaans

Nicole Adriaans

Business Executive – Data Analytics AI

Nicole Adriaans is a seasoned Business Executive specialising in Data and AI, with over 20 years of experience delivering transformative solutions across the full business value chain. Since 2009, she has led the strategic design and implementation of data-driven initiatives — from omni-channel optimisation to cutting-edge omni-digital programmes — driving measurable value and innovation.

Passionate about inclusive leadership, Nicole is a dedicated advocate for empowering women in technology, actively mentoring and championing diversity in the tech sector. At BlueSky, she brings a human-centred approach to AI, challenging organisations to move beyond the hype toward real, measurable transformation.

Her forward-thinking leadership and commitment to excellence continue to shape impactful data strategies and foster a culture of innovation, empathy and equity.

Rob-Williamson

Rob Williamson

Business Executive - Amazon Web Services

As Business Executive of BlueSky’s AWS Business Unit, Rob Williamson leads a world-class, customer-centric team of engineers helping enterprise clients embrace secure, scalable and innovative cloud solutions that reimagine their digital futures.

With more than 35 years of experience in the technology industry, Rob has led transformative initiatives across financial services, telecommunications, retail, and the public sector. He is passionate about building high-performance teams, forging strategic partnerships, and inspiring change with clarity and purpose.

Rob holds a BCom in Business Management and is a lifelong learner, guided by Stephen Covey’s philosophy: “To Live, to Love, to Learn, and to Leave a Legacy.” Above all, he is a devoted family man, deeply committed to community development through his involvement in education, sport and his church.

Dave-Thomson

Dave Thomson

Head of Sales

As Head of Sales at BlueSky, Dave Thompson is passionate about people and technology — and about combining the two to deliver value and growth through a strong customer-centric focus.

With more than 25 years of experience across South Africa and the UK, Dave has a proven track record of leading high-performing teams, building lasting relationships and implementing innovative sales strategies in the fast-moving digital transformation landscape.

Outside of work, Dave is a dedicated family man and sports enthusiast. He has played provincial golf, enjoys social padel and loves to travel — guided by his personal mantra to live life to the fullest in both work and play.

Nomfusi Masangwana

Nomfusi Masangwana

Director

Nomfusi is a finance and investment professional with a BCom in Accounting and more than four years of experience in financial management, reporting and compliance. She has developed a strong track record in navigating complex financial processes, ensuring accuracy, governance and accountability across investment and corporate structures.

With extensive experience compiling financial and investment reports for private equity funds and investment companies, Nomfusi delivers data-driven insights that support strategic decision-making. Her methodical and proactive approach ensures that financial and compliance processes are executed with rigour and efficiency.

As a Director at BlueSky, Nomfusi brings a disciplined financial lens, a deep understanding of reporting and governance, and a commitment to excellence in oversight and accountability — strengthening the organisation’s strategic direction and supporting sustainable growth.

Janet Naidoo

Janet Naidoo

Director

Janet Naidoo is a seasoned financial services professional with over a decade of experience across private banking, wealth management and investment consulting. She has held senior roles at Invequity, State Bank of India, ICICI Bank, RMB and Allan Gray, where she specialised in managing high-net-worth and corporate clients.

FAIS-accredited (RE1 & RE5), Janet is passionate about building trusted relationships and driving business growth. She brings deep financial expertise, strategic insight and strong leadership to her role as Director at BlueSky.

Rassie-Engelbrecht

Rassie Engelbrecht

Co-CEO

Rassie Engelbrecht is an experienced executive and thought leader with a strong track record in Business and Digital Transformation, Cloud and AI Consulting, and delivering results across multiple industries — including Financial Services, Telecommunications, Media, Automotive, Retail, Public Sector, Mining and Social Enterprises.

An engineer, futurist, strategist, and innovator, Rassie combines technical expertise with a passion for client centricity and empowering people. As Co-CEO of BlueSky, his entrepreneurial spirit and business acumen are central to the company’s ambitious growth plans.

Rassie holds an Engineering degree from the University of Pretoria, an MBA from Aston University in the UK, and a Lean Six Sigma Black Belt from BMGI. He has also completed various certifications in Agile, Data, Design, AI, Project Management and People Change.

Beyond his professional life, Rassie is dedicated to community upliftment through his non-profit initiatives and enjoys hiking, travelling, and speaking at conferences on future trends. Above all, he values time with his family and believes deeply in relationships, servanthood and stewardship.

Matt-Surkont 2

Matt Surkont

Founder / Chief Executive Officer 

As the founder and CEO of BlueSky, I have helped numerous clients drive their digital and AI transformations by delivering cutting-edge solutions that enhance efficiency, effectiveness and growth. 

As an entrepreneur, having started and invested in numerous technology companies, I am also the founder of a private equity fund, where I employ hands-on venture capital and business building strategies for entrepreneurs. I support startups with focused business resources and lived experience in every aspect of growth. 

I hold a Bachelor of Business Science degree with honours in Information Systems from the University of Cape Town.

When I’m not BlueSky thinking, I enjoy spending time with my family, trail running and fishing.