--- title: "Entrust — Q-assign Case Study — Unified Sales & Support Routing" description: "Entrust unified global lead and case assignment with Q-assign, cutting SLA targets by a full day and reclaiming full-time roles from manual territory work." lang: en json-ld: | [ { "@context": "https://schema.org", "@type": "Organization", "name": "Ortoo", "url": "https://ortooapps.com/", "logo": "https://ortooapps.com/ortoo-logo-square.png", "parentOrganization": { "@type": "Organization", "name": "Ascendx" } }, { "@context": "https://schema.org", "@type": "WebSite", "name": "Ortoo", "url": "https://ortooapps.com/" }, { "@context": "https://schema.org", "@type": "Article", "headline": "Entrust — case study", "description": "Entrust unified global lead and case assignment with Q-assign, cutting SLA targets by a full day and reclaiming full-time roles from manual territory work.", "url": "https://ortooapps.com/case-studies/case-study-entrust-q-assign", "mainEntityOfPage": "https://ortooapps.com/case-studies/case-study-entrust-q-assign", "image": "https://ortooapps.com/assets/entrust-CXA2g_Ke.png", "about": "Entrust", "publisher": { "@type": "Organization", "name": "Ortoo", "logo": { "@type": "ImageObject", "url": "https://ortooapps.com/ortoo-logo-square.png" } } } ] --- [Skip to main content](#main-content) [Support](/support)[Contact](/contact) [![Ortoo logo, workflow orchestration for Salesforce](/assets/ortoo-logo-gradient-C54UkOOH.webp)](/) Ortoo Orchestrator Solutions Why Ortoo Resources About [Pricing](/pricing) [Map your workflow](/contact?intent=workflow-mapping)[Book a demo](/contact?intent=demo) [Book a demo](/contact?intent=demo) [Case studies](/case-studies)/ Entrust ![Entrust](/assets/entrust-CXA2g_Ke.png) Customer story # Entrust Unifies Global Sales & Support with Q-assign Automation Entrust transformed its global lead and case assignment processes with Q-assign, overcoming the limitations of Salesforce's native routing tools. Facing challenges with fragmented workflows, manual territory updates, SLA delays, and GDPR compliance risks, Entrust implemented Q-assign to unify assignment across Sales and Support—automating critical routing and reclaiming full-time resources. 0 day SLA reduction through fair, automated case routing 0 seconds Real-time routing every 30s > We've reduced SLA targets by an entire day — something we couldn't consider before Q-assign. > > Nicolette Campbell > > Salesforce Admin, Entrust ![Entrust](/assets/entrust-CXA2g_Ke.png)Customer snapshot Account Entrust Industry Identity & Security Employees 2,500+ Department Sales & Revenue Operations / Support Products Salesforce Sales & Service Cloud ## Challenge Entrust faced a series of operational bottlenecks that slowed responsiveness, strained admin resources, and introduced compliance risk. Fragmented workflows and rigid assignment rules hindered both Sales and Support teams across global regions. - Rigid lead assignment rules made scaling across time zones difficult - Fragmented routing processes across departments created admin overload - Full-time roles devoted entirely to manual territory updates - Missed SLAs and fairness issues caused by agents cherry-picking easier cases. - GDPR compliance risks with non-EU agents accessing EU cases - Managers were left in the dark with no visibility into real-time case queues or agent performance. ## Solution To address these issues, Entrust implemented a unified Q-assign solution across departments. Automating lead and case routing, boosting agility, and empowering business users to manage logic without IT dependency. - Lead and case routing by country, region, time zone, industry, skill, and SLA - Real-time assignment every 30 seconds for immediate responsiveness - Point-and-click configuration enabled business users to manage logic without IT - Compliance rules ensured GDPR-sensitive data stayed protected - Dashboards offered real-time insights into workloads, routing, and agent behavior - Spam filtering and prioritization based on ACV, customer type, and urgency ## Results Since adopting Q-assign, Entrust has seen significant gains in efficiency, compliance, and performance. Benefits include freeing up resources, accelerating service, and improving visibility across the organisation. - Full-Time Roles Reclaimed - 1 Day SLA Reduction - Faster lead-to-MQL conversion - Unified process across Sales and Support - Fair case distribution & improved agent performance - Improved compliance - Manager visibility into workload and performance - Business teams can now update routing rules on their own. No IT, no code, just fast solutions to real problems. ## Looking Ahead With Q-assign now embedded across Sales and Support, Entrust is focused on scaling its automated assignment logic globally, maintaining full flexibility without admin overhead. The team continues to rely on real-time dashboards to drive performance improvements and ensure compliance with evolving data privacy requirements. By unifying routing processes across departments, Entrust is positioned for seamless, scalable growth. More customer stories ## See how others orchestrate complex Salesforce workflows [ Internet Publishing Verivox 75% Cases being addressed within the first 30 minutes Read story → ](/case-studies/verivox)[ Hi Tech Splunk 24/7 Service team able to offer 24/7 support for the first time Read story → ](/case-studies/splunk)[ Hi Tech Rapid7 4 Shaved 4 days off time to resolution, by making "smarter" routing decisions Read story → ](/case-studies/rapid7) [All case studies →](/case-studies) ## See orchestration _in action_. To arrange a discovery call or to book a demo, get in touch. [Book a demo](/contact?intent=demo)[Map your workflow](/contact?intent=workflow-mapping) ![Ortoo logo, workflow orchestration for Salesforce](/assets/ortoo-logo-C6Mjw-cG.svg) Workflow orchestration in Salesforce, executed by specialized agents under controlled AI. 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