How KVP merged a low-cost carrier's standalone Salesforce org into the parent national airline's central Service Cloud after acquisition — transitioning 230+ users to Lightning, re-platforming Visualforce to LWC, and standing up a unified customer service backbone backed by long-term managed support.
Users Trained & Transitioned to Lightning
Standard Objects Migrated to Lightning
Visualforce Pages Rebuilt as LWC
End-to-End Delivery Timeline
Process Builders Refactored to Flows
Salesforce Apps Consolidated
Salesforce Orgs Merged into One
Our customer is a premier full-service national airline operating an extensive network of domestic and international routes across hundreds of global destinations. Following the acquisition of a low-cost carrier, the group needed to consolidate customer, service and operational information from two independent Salesforce environments into a single centralised org owned by the parent airline.
Post-acquisition, the two airlines were running independent Salesforce orgs with divergent data models, customisations and operational processes. Continuing on two orgs meant duplicated licences, inconsistent guest experiences and no single view of the customer across the group.
The acquired low-cost carrier ran a fully independent Salesforce org with its own users, apps, objects, page layouts, code and integrations — separate from the parent airline's central org.
The acquired org was still heavily on Salesforce Classic with 52+ Visualforce pages and 93 process builders — blocking Lightning Experience adoption and modern UX.
Case handling, refund workflows, escalation matrices and reason codes differed between the two airlines, making group-level reporting and shared BPO operations impossible.
Hardcoded IDs, dead code, unused fields, deprecated APIs and non-best-practice customisations had built up over years of independent development.
29 Salesforce apps and 93 processes spanned overlapping capabilities — customer service, complaints, refunds, station operations — with no shared design language.
230+ agents, TLs and back-office users trained on the old UI, screens and processes needed to be moved to Lightning and a new operating model without disrupting live customer service.
KVP delivered a structured Salesforce org consolidation programme — migrating the acquired carrier's business, users and history into the parent airline's central Service Cloud org, modernising the technology stack to Lightning, and re-engineering service processes for a single, group-wide operating model.
Migrated the acquired low-cost carrier's business operations from its standalone Salesforce org into the parent airline's centralised org — unifying users, customer records, cases, knowledge and integrations onto one platform.
Transitioned 32+ standard objects, page layouts, list views, reports and dashboards from Salesforce Classic to Lightning Experience — with new record pages, dynamic forms and modern UX for agents.
Rebuilt 52+ Visualforce pages as Lightning Web Components — reusable, performant, mobile-ready and aligned to the Salesforce Lightning Design System.
Converted 93 process builders to Salesforce Flows with clean sub-flows, error handling and centralised orchestration — futureproofing automation ahead of Salesforce's process builder retirement.
Re-engineered case management, entitlements, milestones, queues, omni-channel routing, macros, quick text and knowledge — with a single taxonomy of case types, reason codes and escalation matrices for both service lines.
Migrated customer profiles, historical cases, refunds, complaint history and reference data from the acquired org into the parent org — with de-duplication rules, golden-record logic and full audit trails.
Rectified hardcoded values, resolved production issues, removed unused code and metadata, and re-aligned customisations with Salesforce best practices — leaving a clean, maintainable org.
Consolidated REST integrations to reservations, telephony, contact-centre and downstream systems onto a single integration pattern, with proper authentication, logging and error handling.
A 7-member KVP team of full-time and part-time contributors delivered the programme in 5 months, using a phased approach that let the airline keep operating while orgs were being merged behind the scenes.
Metadata comparison across both orgs, gap analysis, target data model, migration mapping, integration inventory and Lightning readiness assessment.
Rebuilt required objects, LWCs, flows, permission sets, page layouts and dashboards inside the parent airline's org — never a lift-and-shift of legacy debt.
Staged data migrations with row-level reconciliation reports, de-duplication, and business sign-off before each cut-over.
Role-based training for 230+ users, hyper-care support, war-room during cut-over weekend, and rollback plans for each critical stream.
After the merger and Lightning cut-over, KVP has provided extended managed support and built a strong customer service tool on top of the consolidated org — evolving it with each new route, campaign and disruption scenario.
L1/L2/L3 support covering incident management, small enhancements, release management and Salesforce seasonal upgrades on the consolidated org.
Built a purpose-fit customer service console on top of Service Cloud with airline-specific workflows for refunds, baggage, schedule change, medical assistance and loyalty escalations.
Fortnightly release trains delivering new case types, automations, integrations and BI reports as the group evolves.
Executive dashboards on case volumes, SLA compliance, agent productivity, complaint categories and root causes across both service lines.
Both airlines' service operations integrated onto a unified Salesforce org during acquisition and merger, ensuring smooth service delivery to guests.
Rectified hardcoded values and production issues; established a clean, best-practice org with consistent metadata, naming and automation patterns.
230+ users transitioned to Lightning Experience with modernised record pages, LWC components and Flow-based automation.
A single taxonomy of case types, reason codes, SLAs and escalation matrices across the full-service and low-cost lines of business.
A single 360° view of the passenger across brands, bookings and history — enabling personalised, context-rich service.
A Lightning-native, Flow-driven, LWC-based org that is ready for AI, Agentforce and future group-wide expansions.
Hands-on experience with PNR, ancillary revenue, IROPs, refunds, baggage, loyalty and DGCA regulatory categories — for both full-service and low-cost carriers.
Proven blueprints for two-org consolidation, metadata comparison, data migration and Lightning re-platforming — delivered without disrupting live customer service.
Deep bench in LWC, Flows, Apex, DX, CI/CD and integration patterns — with an unshakeable focus on best practices and technical-debt hygiene.
24×7 application managed services, fortnightly release trains and continuous improvement — an owner-operator partnership, not just an implementer.
Talk to KVP about merging two Salesforce orgs into one, transitioning to Lightning, and standing up a group-wide customer service platform — with proven blueprints and long-term managed support.