The challenge
The vendor, a leader in revenue lifecycle management, needed to scale professional services delivery capacity without the overhead and lead time of building it in-house. Demand spanned dozens of concurrent enterprise implementations, from global airlines and energy companies to law firms and healthcare data providers, each with its own go-live pressure, technology mix and support needs.
Beyond raw capacity, they needed a partner that could absorb entire functions: taking over technical support engineering for a product line, running knowledge transfer from existing teams, and standing up documentation where none existed.
What we did
- Established a flexible staff augmentation framework under a master services agreement, giving the vendor a single commercial vehicle to scale engineering, professional services and support resources up or down as the portfolio demands
- Ramped a multi-disciplinary team of developers, tech leads, CRM and AI specialists and DevOps engineers, integrated directly into the vendor's delivery organization across US and EMEA/APAC time zones
- Took ownership of a transition program for the technical support engineering function of one product line, including structured knowledge-transfer sessions and a documentation-first handover
- Consolidated the engineering organization's architecture documentation (platform foundation, event architecture, migration tooling, AI platform) into a single reference for onboarding and delivery teams
- Supported active enterprise accounts through implementation and go-live, working alongside the vendor's own delivery managers in the US, Europe and India
Results
- A delivery framework contracted for 30+ dedicated resources, renewing annually
- Multiple enterprise go-lives supported across the account portfolio
- An entire support engineering function transitioned with structured knowledge transfer and documentation, reducing single-person dependency risk
- Salt Square senior leadership directly engaged on the account: a founder-level commitment to delivery quality
Why it works
This is Salt Square's largest engagement, and it grew from a single statement of work into a portfolio of workstreams: professional services, AI-assisted migrations and data-platform R&D. That growth pattern is the model: start with one team, deliver, and expand on trust.