What’s Inside?
- The project facilitated a paradigm shift from a traditional insurance provider to a comprehensive life partner through a multi-channel sales and service platform overhaul.
- Our teams supported the client’s center of excellence by deploying three major releases per year across various operational squads.
- A core focus was the eradication of technical debt and ensuring strict adherence to Salesforce standards to build a robust, scalable platform.
Context
A major player in insurance and asset management, serving over 70 million clients globally including 8 million in France, embarked on a massive digital transformation. The primary goal was to shift from a traditional insurance provider to a comprehensive life partner by completely revamping their multi-channel sales and service platform. They needed a global platform capable of offering personalized services across all engagement channels for both B2B and B2C clients. To achieve this, they required a trusted partner to support their internal center of excellence with architecture choices and solution deployment at a rapid pace of three major releases per year.
Challenges
The organization faced the complex challenge of managing three major releases annually while maintaining a highly modular platform that served diverse B2B and B2C markets with multiple service offerings. Additionally, they needed to manage the massive, weekly deployment of the solution across their agency network. A critical operational hurdle was ensuring strict alignment with product standards and architectural guidelines to prevent future system degradation.
The Solution
The implemented solution leveraged a comprehensive suite of Salesforce products. Financial Service Cloud, Sales Cloud, and Service Cloud formed the core operational foundation. Tableau and Einstein were deployed to integrate advanced analytics and AI capabilities. Furthermore, Marketing Cloud was utilized , and the entire ecosystem featured integrations with numerous back-office systems and external services.
Our Contribution
We were responsible for the end-to-end design of a robust and scalable platform. Our teams overhauled target processes and the data model, managed the delivery of the three major releases per year, and focused heavily on reducing technical debt while ensuring strict adherence to Salesforce standards. We successfully introduced new business functionalities and handled the integration of external services. Throughout the project, we provided comprehensive deployment assistance, User Acceptance Testing (UAT) support, and go-live stabilization. Our consultants operated seamlessly across multiple agile squads, including Commercial Efficiency, Lead Management, and Prevention Platforms.
Benefits
The client successfully validated their sales force implementation model by integrating us as their Salesforce development partner. We provided a tailor-made organization of consultants, striking the perfect balance between technical expertise and agile project management skills. Functioning as an extended “one-Team,” we significantly improved the quality of deliveries while successfully reducing the time-to-market for their clients.
Key Figures & Dates
- Project duration: 03/2020 – Ongoing
- Workload: 2,500+ days annually
- Impact: 4,700 users
