What’s Inside?
- The client successfully replaced its legacy IT systems to establish a single source of truth across the organization.
- Our teams deployed automated customer service routing using Email-to-Case and customized workflows.
- The project delivered significant improvements in employee efficiency and optimized complex financial processes.
Context
A third-party administrator for health and employee benefits needed to modernize its digital infrastructure. The organization provides an end-to-end solution for health plans, integrating high-quality care management with expert cost control.
Challenges
The client’s primary objective was to deploy a comprehensive platform to manage opportunities, revenue, and assets. To achieve this, they needed to completely revamp their existing business processes and legacy IT systems. Ultimately, the organization wanted to establish Salesforce as the absolute single source of truth for all internal teams.
The Solution
To meet these strategic goals, the implemented solution combined the powerful capabilities of Salesforce Sales Cloud and Salesforce Service Cloud.
Our Contribution
We were responsible for the end-to-end design and construction of the platform. Our experts ensured clear tracking and visibility of opportunities and implemented complex flows. For the support center, we automated customer inquiries by configuring Email-to-Case and personalized request routing based on specific internal and client teams. Furthermore, we integrated external services, ensured the strict encryption of personal data, and deployed custom dashboards. Our team also provided comprehensive deployment assistance, documentation, and User Acceptance Testing (UAT) and go-live support.
Benefits
The deployment provided a centralized, 360-degree view of all client information within Salesforce, encompassing client details, history, opportunities, products, and support requests. Employee efficiency significantly increased due to streamlined prospect management. Additionally, the new platform successfully optimized the organization’s critical financial processes.
Key Figures & Dates
- Project duration: 01/2019 – Ongoing
- Workload: 270 man-days
- Impact: >130 users
