Service operations that are fast, clear, and secure

Legacy ticketing + email-driven processes created delays, inconsistent handling, and unclear ownership across teams. Virginia Dare needed to migrate from a legacy system to Salesforce Service Cloud, bring in-flight tickets forward as Cases, and establish a modern, role-driven model to accelerate case mitigation across the organization.

What success looked like for Virginia Dare

Define clear responsibilities and permissions across multiple case types.

Define service roles & access

Guided, role-based workflows aligned to best practices; less swivel-chair work.

Improve process efficiency

Managers and executives see real-time metrics without unnecessary data access.

Enable reporting without overexposure

We implemented a secure, role-driven Service Cloud foundation and streamlined the day-to-day work:

Mapped legacy data and imported in-flight tickets into Salesforce as Cases.

Standardized case models and workflows across multiple case types with clear ownership and paths to resolution.

Granular access protocols by case type; confidential case types limited to designated managers.

Built automation to cut email dependencies and move work inside Salesforce (routing, escalations, notifications).

Enabled integrated case creation from Outlook (Salesforce for Outlook) to capture requests at the source.

Delivered role-based dashboards for managers/executives with trustworthy metrics.

What we built

With role-driven workflows and granular access on Service Cloud, Virginia Dare achieved:

Outcome Highlights

Secure, Role-Driven Service Operations

Transforming Higher Education IT Support

As a leading research institution, UNC Charlotte faced the universal higher education challenge of delivering responsive IT support despite limited resources. With thousands of students, faculty, and staff requiring assistance at all hours, their existing support infrastructure couldn’t scale to meet demand—especially outside regular hours when support staff availability was limited. The university needed to transform their approach to knowledge management and support delivery while demonstrating clear ROI to institutional leadership.

This implementation transformed theoretical AI potential into practical support solutions, aligned with UNC Charlotte’s vision for academic and operational excellence.

Green Irony partnered with UNC Charlotte’s Office of the CIO to bridge the gap between technology promises and practical outcomes. Our implementation approach focused on three strategic pillars:

We integrated Einstein AI capabilities into Service Cloud, creating an intelligent system that could understand and respond to common support inquiries with human-like comprehension.

Foundation Building

Rather than simply deploying AI, we developed a Data Cloud-backed knowledge base that ensures the AI always accesses the most current, accurate information—transforming thousands of FAQs and knowledge articles into actionable intelligence.

Knowledge Architecture

We implemented a public-facing Agentforce chat agent that provides 24/7 support with a conversational interface, designed specifically for the unique needs of students, faculty, and staff.

Agentforce Availability

The Solution

UNC Charlotte’s IT transformation turned a once-overwhelming support model into a strategic advantage:

Improved response time and accuracy

Scalable support without adding headcount

Enhanced user experience for students, faculty, and staff

Foundation laid for future AI integrations and innovations

Measurable Transformation

Implemented Einstein capabilities in Service Cloud, creating an intelligent foundation for automated support.

Strategic AI Integration

Developed a Data Cloud‑backed knowledge architecture ensuring AI access to current, accurate information.

Knowledge Transformation

Deployed conversational Agentforce chat agents tailored to higher education user needs.

Experience Design

Established metrics and feedback loops for ongoing improvement.

Continuous Optimization

UNC Charlotte: 24/7 IT Support with AI

Scaling Customer Support: How Spirit Airlines Implemented a Chatbot Amid IT Constraints

Traveling happens fast. Between flight changes, getting through security, and worrying about luggage, passengers need to be able to make changes on the fly. Spirit Airlines recognized this opportunity to better serve its customers by implementing a new chatbot service. Spirit decided to bring in additional outside support to make their latest investment in the Guest projects a reality.

How can we meet the needs of our customers, IT, and business leaders?

Build an API‑led data infrastructure and pipeline on MuleSoft that supports future airline growth and unlocks new customer offerings.

Scalable data backbone

Bring in implementation consultants with deep platform and enterprise integration expertise to solve complex scenarios and align IT with business outcomes.

Expert-led integration delivery

Leverage MuleSoft quickly using an incremental, reusable approach that delivers on time and avoids a risky lift‑and‑shift or added burden on internal teams.

Rapid adoption without disruption

To enable their integration needs, the Green Irony team worked closely with Spirit’s business stakeholders and technology teams to identify areas that would move the business forward and eliminate roadblocks in customer interactions. Once Green Irony and Spirit aligned on the specific business outcomes and requirements needed for Spirit to achieve their goals, Green Irony planned and designed the solutions to enable Spirit to scale to meet future needs. What Green Irony accomplished:

Designed the event-driven system with an API stack that allows customers to retrieve booking information, make flight changes, add special service requests, update baggage information, and more through conversation bots and live customer service support

Built an API-led architecture that combined MuleSoft and Azure offerings

Decoupled guest loyalty events from high-traffic APIs to increase speed and fuel scalable architecture

Connected Spirit’s legacy core APIs with their customer reservation system

What the solution looked like

The API-led integration architecture built on MuleSoft has provided Spirit Airlines with the ability to rapidly integrate and connect external and internal data systems in a safe and easily monitored environment. As a result, Spirit Airlines can reuse data components for future projects and enable them to grow in a scalable fashion. With the powers of Green Irony and MuleSoft combined, Spirit Airlines has:

Scaling Customer Support Amid IT Constraints

Innovating with API-Led Integration Architecture Built on MuleSoft

UPC Insurance, a property and casualty insurance provider, decided they needed a modern insurance policy system and selected Duck Creek OnDemand. They chose MuleSoft Anypoint Platform to serve as the backbone to their modern integration strategy, which they identified as one of the most critical components driving success or failure of the rollout. Duck Creek needed to integrate over 20 third-party systems to support automated policy quoting based on property conditions, risk assessment and profitability projections, policy creation, document printing, claims, payments, and more

Design the integration architecture using MuleSoft’s API-led approach and avoid point-to-point integrations

API-Led Integration Architecture

Design APIs with an eye toward future use cases, promoting asset reuse driven by strategic product management

Reusable, Future-Ready APIs

Prevent vendor lock with APIs, allowing UPC to swap third-party vendors on demand

Avoid Vendor Lock-In

Objectives

To enable UPC’s integration needs for the implementation of the new policy system, the Green Irony team applied a collaborative solutioning process, working tightly with UPC’s key stakeholders on business goals and their corresponding technology solutions. The collaborative partnership between teams removed roadblocks and led to early success on the platform, uncovering additional integration opportunities and API reuse scenarios to support claims processing and mobile initiatives. The team used the API design patterns promoted by MuleSoft to increase velocity of future development projects and provide the ability to quickly address integration changes.

Experience APIs were designed to match Duck Creek’s data schema, eliminating the need to perform data transformation and execute business logic within the policy system itself, accelerating integrations.

Process APIs used the property address to orchestrate the collection and aggregation of critical third-party property data to fuel accurate policy quotes and validate underwriting of profitable policies.

A Data Normalization System API increased flexibility of the application network using a data-driven lookup to align values from multiple sources in the Experience API.

System APIs promoted reuse to support claims, mobile, and other capabilities that provide a competitive advantage through speed and agility.

Here's the Solution

API-Led Integration on MuleSoft

Salesforce CPQ for Complex Product Quoting

Healthcare is rapidly evolving and the training and education of the next generation of healthcare professionals must keep pace. CAE Healthcare is at the forefront of this revolution, delivering educational tools and simulation products that help train professionals to provide safe, high-quality patient care. With a broad array of products, CAE is able to offer targeted training to hospitals, medical schools, emergency response teams, military branches and nursing, respiratory, and allied health programs. CAE needed to better manage its complex product line and provide accurate quoting, fine-grained promotional discount control, and margin protection for its state-of-the-art patient simulator product lines.

Enable accurate quoting and margin control while unifying customer data for a 360° view.

Give sellers real-time margin visibility prior to sending quotes.

Real-time Quoting

Unify Pardot, CPQ, Service, FSL, and Communities for a single customer truth.

360° Customer View

Standardize data and processes to ensure accuracy across business units.

Single Source of Truth

End-to-end solution from prospecting to renewals.

Process Design

Unify data for real-time 360° visibility.

Data Migration

Margin control, approvals, bundling, and automated renewals.

Clarity in the age of AI