The challenge
LeafLink's Salesforce operation was in reactive mode: roughly 20 business-process issues surfaced every sprint via Jira and Slack; a former consultant had left the account; and deeply ingrained habits around record creation, flows, and workflows made every proposed fix a negotiation.
The work
Rodrigo, one Laminar Fellow, served as the sole consultant on the account.
Rodrigo embedded fully (daily standups, the team's own channels) and worked the queue while addressing the root causes. The technical fixes were the easy half.
The hard half was adoption: earning the standing to change how records were created and flows were built, until the team treated him as the expert and deferred to his approach. Along the way, he documented every fix and process, building the continuity layer the account had been missing since the last consultant left.
The impact
Ticket volume fell from roughly 20 issues per sprint to 8, and the remaining issues are less severe.
The posture shifted from firefighting to incremental improvement, the difference between a system that consumes a team and one that compounds.
The engagement is open-ended; his manager describes the work as great and checks in on whether he's happy. Retention flows both directions.