Reflecting on Our Journey to Becoming Salesforce Growth Partner of the Year Nominee
MakeSense is proud to announce that it is a finalist for the Growth Award at this year’s Salesforce ANZ Partner of the Year Awards. This recognition is a testament to our sales and technical teams, expertise, strategies, and partnerships, which have fuelled our growth in a journey fueled by a relentless pursuit of innovation, commitment to customer success, and profound belief in the power of partnerships.
At MakeSense, we are very proud of our contribution to the Salesforce ecosystem. From a boutique firm with a bold vision to become a trusted Salesforce Consulting Partner, acknowledging the recent nomination prompts a deeper contemplation of our path and strategic decisions that have shaped our trajectory.
As the CEO of MakeSense, my role has often placed me at the forefront of our narrative. However, the true story of MakeSense is not just about my experiences or visions; it is the extraordinary story of a remarkable team and a leadership strategy that has been carefully crafted and boldly executed from the get-go.
The Genesis of MakeSense
The seeds for MakeSense were sown from our leadership team’s experiences on multiple continents and a shared passion for transforming how businesses engage with technology and customers. Our foundational mission was clear from the start: to transcend traditional customer service paradigms and foster genuine partnerships with every entity we worked with. This mission was supported by a core leadership strategy prioritising technical excellence and deep market understanding, which would later become one of our greatest strengths.
Our inception was born out of a vision that was both simple and audacious to say the least—to transform customer service into customer partnership. The idea was that we grow with you, a philosophy that has remained unchanged from our early days as a boutique firm to now when we are a robust global organisation of over 100 dedicated professionals. This principle has guided every decision, every partnership, and every project at MakeSense.
Early Challenges and Strategic Foundations
Strategic alignment has been the cornerstone of MakeSense’s growth. Long before MuleSoft was acquired by Salesforce, we recognised the potential of its API-led and asset reusability model. The initial phase had its own challenges, however strong the tech or the strategy.. As new entrants in a competitive tech environment, establishing credibility was our first hurdle. We strategically aligned ourselves with MuleSoft, recognising its complementary potential before it became part of Salesforce. This early decision was less about convenience and more about aligning with a partner whose technological edge and business model mirrored our own aspirations.
Being the new kid on the block with zero access to people within the ecosystem, particularly in the Salesforce world, meant we had to build our credibility from the ground up. Our strategic alignment with MuleSoft initially provided a less-congested entry point into the broader Salesforce ecosystem. Our alignment was a calculated decision, recognising early on that MuleSoft’s approach to Salesforce was very different, which allowed us an easier path to integration and influence.
Our strategy to open as a support structure for existing ecosystems paid dividends. We meticulously selected projects that allowed us to showcase our technical prowess without overextending our nascent resources. Each successful project under these partnerships was a step towards building our reputation as reliable problem solvers, a reputation that was orchestrated through the collective efforts of every team member, and this remains one of the cornerstones of our approach to this day This gave birth to the name of our collective at MakeSense; We are all SenseMakers.
Navigating Salesforce Integration & Expansion
As MakeSense grew, so did our ambitions. Salesforce’s acquisition of MuleSoft presented a new set of challenges and opportunities. It was a pivotal moment that required us to integrate deeper into the Salesforce ecosystem—a move that necessitated not just technical adaptation but also a strategic realignment within our leadership team. Our approach during this transition was twofold: maintain our technical excellence in MuleSoft while expanding our capabilities within Salesforce.
This phase of our growth was not without its trials. We had done this once and it wasn’t as easy as rinse and repeat. It required us to understand the nuances of the Salesforce ecosystem, the technology, and the various clouds and build capability in them from a technical and a functional standpoint. Through a concerted effort from our sales teams and technical experts, we managed to navigate this transition and excel within it. Our growth strategy, underscored by a relentless focus on customer success and technical innovation, helped cement our place within the broader Salesforce community.
Having achieved success in delivering to the Salesforce ecosystem, we welcomed the newest baby into the fold, Agentforce. This transition was fairly easier than the others. We had the understanding of Salesforce, knew how to integrate external applications using Mulesoft, honed in our skills and capabilities in Data Cloud, got certified AI Champions and Innovators, and we were off to the races. This baby has grown fast, and we can’t wait to find out the new heights it will reach. It’s what AI was meant to be.
Building Lasting Relationships in the Salesforce Community
Australia’s business culture is relationship-driven. It’s not a transactional market; it’s built on trust and long-term collaboration. Our approach has always reflected that. It’s always been less about technical solutions and more about building relationships. We nurture relationships not just as a vendor but as a true partner, a stance that has been crucial in our successful integration into the Salesforce ecosystem. Understanding this nuance early allowed MakeSense to position itself as a solutions provider and a reliable, strategic partner within the Salesforce community.
Our consistent, personal approach ensures that every Salesforce integration strategy we implement is aligned with our client’s evolving digital transformation objectives.
Recognition as a Salesforce Partner
Our nomination as Salesforce Partner of the Year recognised our technical prowess or sales achievements and was a testament to our operational philosophy and commitment to the Salesforce ecosystem. Today, Salesforce’s professional services arm trusts in the value we add to their teams to deliver to their initiatives, which is a recognition that speaks volumes about our ability to adapt to various environments and customer needs.
Future Vision: Innovation & Growth in the Salesforce Ecosystem
Looking ahead, our commitment remains the same—continuously innovating and pushing the boundaries of innovation. Digital transformations are perpetually evolving, and so, too, must our strategies and solutions. AI, machine learning, and automation are shaping the next phase of customer enrichment solutions, and Salesforce’s Agentforce platform is set to redefine how businesses engage with customers. With AI and machine learning on the rise and Agentforce’s game-changing potential for our customers, we see significant opportunities to enhance our offerings and drive greater value for our clients.
A Collective Success: The Culture Behind MakeSense
MakeSense was built on five values: Diversity, Equality and Inclusion, Integrity in our dealings, One Team no matter where you operate from, Simplicity in solution and engagement, and Customer Delight, be it internal or external. A recent survey of employee satisfaction across the organisation had us pegged at 97% across the board, putting us in the top 5% of the Great Places to Work. Every milestone we’ve achieved has resulted from a collective effort. Every individual’s contribution, from our sales teams to pre-sales and technical consultants, operations and support, people and culture, shapes our ability to deliver exceptional business technology solutions. This successful journey reflects our shared commitment to our values, our clients and each other.
Our nomination as a Salesforce Growth Partner of the Year is not the culmination of our journey—it’s a significant marker along the way, reaffirming our belief in the transformative power of partnerships, innovation and collaboration.
MakeSense Can Get You Started On Your Journey
MakeSense is ready to take you on your Salesforce journey, integrate internal or external applications, or integrate Agentforce into your business. Our team of Salesforce, Mulesoft, and Agentforce-certified experts offers end-to-end support, from advisory to support. Now that you know our story, come talk to us about yours, and we’ll write the new chapter of our story together.
Visit our Salesforce Agentforce Solutions page to discover how MakeSense can help you maximise Agentforce’s potential and meet your digital transformation objectives.
