We design experiences that are grounded in insight and best practice so they work for customers, staff and stakeholders.

Merkle Australia improves customer experience by:

• Building a detailed understanding of customer needs, pain points and key processes
• Using qualitative and quantitative data to reveal how people interact with your services today
• Identifying the moments that matter most across customer and citizen journeys
• Defining the capabilities, channels and content required to support better experiences
• Producing clear roadmaps that guide change across people, process and technology

Whether you are reimagining a key service, designing a new digital product or reshaping the end-to-end journey, we make sure Salesforce is configured to support real-world behavior, not the other way around.

We help you make confident technology decisions so Salesforce delivers long-term value.

Merkle Australia provides best-in-class advice by:

• Shaping Salesforce roadmaps that align with business and service goals
• Define the Salesforce features and clouds that will deliver the greatest capability uplift
• Design high-level solution architectures that consider security, integration and scalability
• Assess data flows and models so you can trust the information that powers your decisions
• Map technical and project dependencies to reduce risk during delivery

The result is a clear, pragmatic path from where you are today to the future state you need.

We help brands analyse and map business processes, plan engagement delivery and ensure success.

Merkle Australia provides high-end consulting & engagement management by:

• The Consulting and Delivery team provide a range of roles including strategic consulting, business analysis, programme, project, product and change management and governance
• We work collaboratively with our customers to support the roles needed to ensure the success of your salesforce programme to deliver business results in terms of long-term customer value, efficiency, business growth and profitability
• Provides the robust governance capability to support complex enterprise grade delivery with highly complex multi-disciplinary teams.

We work side by side with your teams to build internal capability, support adoption and ensure your Salesforce investment delivers lasting customer value, efficiency and growth.

Expert Salesforce architects and functional and technical consultants helping organisations configure and adopt Salesforce.

Merkle Australia has a highly capable delivery team that:

• Translates validated ideas into functional products or features in line with the product roadmap
• Begins delivery whilst the design process is ongoing, allowing the team to start delivery sooner, while the design track looks ahead to understand, co-design, test, and iterate ahead of build activities
• Short sprints that involve configuration, development, testing and frequent demos and feedback gathering sessions with the product owner and users.

From Financial Services Cloud to Service, Experience and Industry Clouds we configure Salesforce to fit your organisation, not force your organisation to fit the technology.

Our managed services team keeps your Salesforce environment healthy, secure and evolving as your needs change.

Merkle Australia has a highly capable delivery team. 

• Thousands of hours of support delivered each month for more than 30 customers across Australia and New Zealand
• Dedicated team of managed services consultants aligned to your business
• 50+ Salesforce certifications across core clouds and complementary applications
• Onshore and offshore capability with team members in New Zealand, Australia and India
• Recognized as a Salesforce Summit Partner and Managed Services Provider Partner

Tiered Service Levels

Essential – Standard level of support with business hours coverage, response times within 8 hours and access to our support team

Premium – Enhanced support with shorter response times within 4 hours and proactive advisory across your environment

Premium plus – Highest level of support including 24/7 coverage, priority response and access to a dedicated support team

We uncover audience needs, brand context and market opportunities to guide experience direction. From stakeholder interviews to service design blueprints, our strategic groundwork ensures every decision is rooted in insight. 

Our design specialists partner closely with our web developers to ensure every design translates into a fast, functional and beautifully built digital experience. We create interfaces that express your brand, support accessibility and hand over smoothly to development.

From enterprise websites to custom mobile apps, our development team plans, builds and optimises digital products that scale. Our leading web developers bring together engineering, design and CX thinking to create high-performing digital platforms that grow with your business.