D'SOUZA GROUP
in partnership with Hajana Technologies
D'SOUZA GROUP
in partnership with Hajana Technologies
Get more from the Salesforce and Lean Six Sigma investments you already have. Hajana pairs DMAIC with Agentforce and Data 360 to find where revenue leaks, fix the root cause, and hold the gain — every result measured against a verified baseline.
| Leader | The pressure | What Hajana delivers |
|---|---|---|
| COO / VP Operations | Rising cost to serve, inconsistent processes, margin squeeze | Waste quantified in dollars, standardized processes, sustained control |
| CRO / VP Sales Ops | Reps missing quota, slow lead response, stalled pipeline | Faster speed-to-lead, AI coaching for every rep, recovered upsell and cross-sell |
| VP Customer Service | Backlogs, escalations, agent burnout | Higher resolution without hand-offs, smart routing, lower handle time |
| CIO / CTO | AI pressure, rising license costs, no safe architecture | Governed Data 360 foundation, right-sized Agentforce licensing, ROI per use case |
| Black Belt / CI Leader | Lean Six Sigma rarely reaches sales and service | DMAIC applied to the revenue engine, in the language your teams already use |
Most CRM automation underdelivers for one reason: it is layered on workflows nobody has measured. Bottlenecks stay hidden, hand-offs stall, and new tools inherit old waste. Lasting transformation needs the rigor to remove waste and the AI to execute at scale — together.
✕Static rules that break when processes change
✓Agentforce agents that reason through tasks within defined guardrails
✕Bottlenecks and revenue leakage go unmeasured
✓DMAIC baseline, root cause, and proof before anything is automated
✕Manual hand-offs slow lead response and stall deals
✓Agents work around the clock and escalate to people for judgment calls
✕AI pilots chosen by hype, ROI unclear
✓Every use case tied to a validated root cause and a dollar business case
✕Gains slip back within a quarter
✓Control plans, live dashboards, and agent monitoring hold the gain
Left: the usual approach. Right: the Hajana approach.
Before we touch a single record or agent, a senior revenue advisor works with your CEO, CRO, and CFO to find the closest path to revenue. Typical questions:
Only then do we audit your data and SOPs, apply Lean Six Sigma to find the waste, and decide where Agentforce pays back first.
In one example diagnostic of a 50,000-contact database, the findings looked like this:
The payoff: converting just 3% of those stalled opportunities was worth an estimated $900,000 in revenue — before a single new lead was bought.
Lean Six Sigma proves where value leaks and why. Agentforce removes the leak at scale. Each phase closes with a measurable gate, so you invest in the next phase only when the last one has paid its way.
Agree on the problem worth solving
Charter, SIPOC, Voice of the Customer, CTQ tree
Agents mine cases, calls, and Slack threads into pain themes; guardrails and success criteria set
Executive sign-off on target and dollar business case
Signed project charter
Establish the true baseline
Value stream map, data collection plan, process capability, sigma level
Data 360 unifies sales, service, and ops data with zero-copy access into a live baseline dashboard
Baseline validated and data gaps closed
Baseline dashboard
Prove the root cause
Pareto, fishbone, regression, hypothesis tests, 8 wastes (DOWNTIME)
AI-assisted pattern finding shows where deals stall and errors enter; findings statistically confirmed
Root causes confirmed at agreed confidence
Ranked root-cause backlog with dollar impact
Fix it fast and safely
Future-state design, kaizen, FMEA, controlled pilots
Job-ready sales, service, and ops agents; Agentforce Coworker; Agentforce Voice; Slack
Pilot beats baseline on target KPIs
Piloted solution with before/after results
Make the gain permanent
Control plan, SPC charts, SOPs, RACI, training
Live monitoring, agent evaluation and optimization loops, human-in-the-loop escalation
KPIs stable within control limits for an agreed period
Control plan and operating runbook
Agentforce Coworker inside Salesforce, Slack, Claude in Salesforce, mobile, and Agentforce Voice, so AI meets people where they already work.
Job-ready Agentforce agents configured first, complemented by custom agents only where they add measurable value:
Agentforce reasoning plans, evaluates, and refines each task, with frontier models such as Claude available inside the platform. Koa, Salesforce's new CRM reasoning model Coming soon
Data 360 grounds every agent in unified customer history, documents, and real-time events, with zero-copy connections to existing data platforms.
Permission-aware data access, policy controls, audit trails, and human escalation for sensitive decisions.
Agents inherit your Salesforce sharing rules, profiles, and field-level security; they see only what the user they serve can see.
Every agent has an approved list of topics and actions; anything outside it escalates to a person.
Approval steps for pricing, refunds, contract terms, and other high-impact decisions.
Agent conversations, actions, and decisions are logged for review and compliance reporting.
Scenario testing, red-teaming, and accuracy thresholds agreed with your risk team before go-live.
A model and agent governance board, change control, and periodic performance reviews.
Designs mapped to your regulatory obligations (e.g., GDPR, HIPAA, SOC 2 controls) with your legal and security teams.
Every engagement is tracked against a baseline-to-target scorecard agreed in Define. Typical metrics:
| Function | Lead indicators | Business outcomes |
|---|---|---|
| Sales | Speed-to-lead, follow-up rate, stage conversion, cycle time | Win rate, pipeline velocity, forecast accuracy, revenue per rep |
| Service | First response time, resolution without hand-off, handle time, backlog age | CSAT, NPS, cost per case, retention |
| Operations | Process cycle time, first-pass yield, rework rate, manual touches | Cost to serve, defects per million opportunities, capacity hours returned |
| AI performance | Agent resolution rate, escalation rate, accuracy on test sets | Cost per agent-handled task, adoption, ROI per use case |
Black Belts know the 8 wastes. We map each one in your revenue process to the agent that removes it.
Incomplete, duplicate, or outdated lead and account records
Data enrichment agent — cleans, normalizes, and enriches records continuously
Paying for leads that don't fit — e.g., 300 purchased leads, only 6 match the ICP
ICP qualification agent — scores every lead and alerts marketing before more budget is spent
Leads untouched for days; deals inactive with no next step
Follow-up agent — responds in minutes and revives stalled opportunities
Reps spend hours on manual prospect research
Research agent — builds account briefs and personalized outreach automatically
Reps hunt across systems before every meeting
Meeting prep agent — pulls history, open service cases, and the six questions to ask
Reps miss quota with no specific coaching
Call coaching agent — reviews recorded calls, gives coaching tips, and reminds reps before the next call
Untouched upsell and cross-sell potential in the customer base
Expansion agent — flags next-best products and timing for every account
Context lost in hand-offs between marketing, sales, and service
Supervisor agent — monitors the end-to-end flow and flags cracks before they cost revenue
Executive and stakeholder interviews, workflow shadowing, charter and CTQs
Signed charter, CTQ tree
Salesforce org health check, Data 360 readiness, baseline metrics, data gap audit
Baseline dashboard, data readiness score
Revenue leakage and bottleneck analysis, statistical root-cause validation
Ranked root causes with dollar impact
Agentforce prototype on the top opportunity, control plan, business case
Working prototype, executive readout
An executive sponsor (about 2 hours), process owners (about 4 hours each), and read-only system access.
No big-bang commitment. Every engagement starts with one pilot on one high-value process, so you see measured results before you scale.
Scope: Define + Measure, prototype, business case
Outcome: Funded roadmap — complimentary preliminary assessment
Scope: Analyze + Improve on 1–3 priority processes
Outcome: Agents and process changes live in pilot, results measured
Scope: Control, rollout across teams, regions, business units
Outcome: Sustained KPIs, continuous agent optimization
Weekly working sessions, bi-weekly KPI reviews, and a monthly executive steering committee with a phase-gate decision.
We prove the problem before we automate it, so AI spend goes where it pays.
Lean Six Sigma Black Belts lead every engagement.
Salesforce certified consultants and a Certified Services Partner in the Claude Partner Network, so Agentforce and Claude are designed together, not stitched together later.
Secure, scalable designs that fit your existing stack.
No phase starts until the last one has hit its measured target.
Runbooks, training, and dashboards so your team can run it without us.
No. The audit assesses your current stack. On Salesforce, we build on what you have; if not, we show where it fits, the licensing involved, and the payback.
Traditional programs can be. AI compresses data gathering, analysis, and execution, so phases run in weeks, not quarters.
Agents take on repeatable work. Your people keep judgment calls, relationships, and exceptions — and get capacity back for higher-value work.
Agents inherit your permissions, act only within approved boundaries, log every action, and escalate sensitive decisions to people.
Yes. We connect ERP, billing, data warehouses, and other platforms through APIs, MuleSoft, and zero-copy data access.
Frontline teams help redesign the process in kaizen events, and each rollout includes training, updated SOPs, and adoption tracking.
We tie every agent to a measured root cause and a dollar business case, then recommend only the licenses and capacity that use case needs. You scale spend as results prove out.
We work alongside them. Your CI team brings process knowledge and governance; we bring Salesforce and AI execution. Together, Lean Six Sigma finally reaches sales and service.
The audit delivers a baseline, ranked root causes, and a prototype in two weeks. Pilot results land within the 90-day sprint.
Book a complimentary preliminary assessment of your sales, service, and operations workflows with a Hajana Black Belt and Salesforce architect.