Relay Resources is an Oregon-based nonprofit dedicated to creating meaningful employment opportunities for people with disabilities through commercial services including janitorial, document solutions, and facilities management. As the organization continued to grow its service offerings and customer base, it required a modern quote-to-order platform capable of supporting complex contracting requirements, regulatory obligations, and a unique sales model centered around both customer accounts and individual service locations.
Having already established Salesforce as its platform for Sales and Service, Relay Resources sought to extend the platform with Salesforce Revenue Cloud Advanced to standardize product configuration, pricing, quoting, approvals, and order generation. The organization selected CX Labs to design and implement an end-to-end Revenue Cloud solution that integrated seamlessly with its existing Salesforce environment and downstream financial processes in NetSuite.
Problem
Relay Resources’ sales operations faced several challenges as the organization expanded its commercial services:
Complex contracting requirements
Sales teams needed to generate quotes that complied with customer-specific contracts and federal and state regulatory requirements while ensuring the correct products, pricing, projects, and approvals were consistently applied.
Disconnected quote-to-order process
The existing Salesforce environment supported customer management but lacked an integrated commercial process that connected quoting, approvals, and order creation through to the finance platform.
Unique account and location selling model
Unlike traditional sales organizations, Relay Resources measures growth not only at the customer account level but also across individual service locations. This required visibility into existing services delivered at each location and the ability to identify opportunities to expand offerings such as janitorial, window cleaning, or document solutions.
Manual order creation
Approved quotes required manual effort to create downstream orders for finance, increasing administrative overhead and creating opportunities for inconsistency between sales and accounting systems.
Platform expansion and adoption
The organization needed to introduce Revenue Cloud capabilities while preserving its existing Sales Cloud and Service Cloud investment, migrating data, supporting users through change, and ensuring a successful production rollout.
Relay Resources required a scalable quote-to-order platform that could support its mission-driven operating model, automate commercial processes, and provide a foundation for future growth.
Solution
Relay Resources partnered with CX Labs to deliver an end-to-end implementation of Salesforce Revenue Cloud Advanced, extending its existing Salesforce platform with modern revenue management capabilities, including:
Configured Salesforce Revenue Cloud Advanced to support the complete quote-to-order lifecycle, including product catalog management, pricing procedures, quote generation, approvals, and order creation.
Designed a customized commercial data model that connected customer accounts, service locations, and projects, enabling sellers to identify expansion opportunities across individual customer sites while maintaining complete commercial traceability.
Configured pricing procedures and approval workflows to support Relay Resources’ complex contracting model and ensure compliance with customer-specific, federal, and state requirements.
Developed Salesforce Flow automations that generated orders automatically from approved quotes, eliminating manual processing and preparing transactions for synchronization with NetSuite.
Integrated Salesforce with NetSuite to provide a structured handoff of approved orders into downstream financial processes while maintaining a single commercial source of truth.
Completed data migration from the existing Salesforce environment to support the new revenue processes while preserving customer, product, and commercial data.
Delivered end-to-end testing, user training, production deployment, and post-go-live hypercare to support adoption across the organization.
The implementation was completed over six months, delivering a fully integrated quote-to-order platform supporting more than 50 users at go-live.
Results
CX Labs enabled Relay Resources to modernize its commercial operations and establish a scalable revenue platform through several measurable outcomes:
Delivered a complete Salesforce Revenue Cloud Advanced implementation in six months, including configuration, integration, data migration, testing, training, and production deployment.
Established an end-to-end quote-to-order process connecting products, pricing, projects, customer locations, approvals, and automated order generation within Salesforce.
Eliminated manual order creation through Salesforce Flow automation, improving operational efficiency while ensuring accurate synchronization with NetSuite.
Introduced a location-centric commercial model that provides greater visibility into customer service coverage and enables sales teams to identify opportunities to expand services across existing customer locations.
Successfully onboarded more than 50 users onto the new platform with structured go-live support and hypercare.
Conclusion
Relay Resources’ investment in Salesforce Revenue Cloud Advanced transformed its commercial operations by extending its existing Salesforce platform with a modern, automated quote-to-order process tailored to its unique business model. By connecting accounts, locations, projects, pricing, approvals, and order generation into a single platform, the organization established a scalable foundation that supports both operational efficiency and its broader mission of creating employment opportunities for people with disabilities.
With CX Labs as the implementation partner, Relay Resources successfully delivered a six-month transformation that modernized revenue operations, streamlined integration with NetSuite, improved compliance through standardized commercial processes, and created a platform capable of supporting future growth and service expansion.