What’s Inside?
- Deployment of a Salesforce Service Cloud integration alongside Financial Service Cloud for 24/7 support.
- Custom API development enabling real-time multi-currency transactions and database synchronization.
- Comprehensive Application Maintenance Services (AMS) ensuring secure and optimal platform performance.
Context
A major French health insurance subsidiary provides comprehensive 24/7 global support to expatriates and travelers. The organization utilizes its CRM ecosystem to manage medical tracking, repatriation services, and healthcare provider reimbursements worldwide.
Challenges
The client needed to synchronize membership databases from multiple insurance partners. Furthermore, they required a robust system to model their international health assistance services, encompassing various coverage plans, guarantees, and a global network of medical providers. Another critical challenge was integrating the financial processing of medical treatments, including quotes, invoices, and direct settlements.
The Solution
The implemented architecture centered on a Salesforce Service Cloud integration, accompanied by Financial Service Cloud and Partner Community capabilities. The technical stack also leveraged Omniscript and CRM Analytics.
Our Contribution
Our team managed the end-to-end solution design and configuration, tailoring the platform for major accounts, healthcare partners, and diverse insurance services. We developed custom APIs to connect the membership database and interface with the Ebury online payment system, facilitating multi-currency transactions across more than 80 currencies with real-time exchange rates. Additionally, we delivered seamless integration for external tools like Aircall and established comprehensive Application Maintenance Services (AMS) using Jira, Shield, and DevOps Center.
Benefits
The Salesforce Service Cloud integration significantly streamlined assistance processes, enabling faster response times and improved tracking capabilities. The omnichannel communication approach accelerated claim handling and automated global payments, directly boosting partner and customer satisfaction. The centralized platform simplified the management of complex insurance policies and healthcare professional accounts. Finally, our ongoing maintenance guarantees maximum security and optimal CRM performance.
Key Figures & Dates
- Project duration: 2021 – Ongoing
- Workload: 300 man-days
- Impact: 54 users
