What’s Inside?
- The client successfully deployed a unified CRM platform to enhance back-office operations and support center efficiency in Hong Kong.
- The project featured advanced Service Cloud capabilities, including Email-to-Case, Service Console, and complex external system integrations.
- The organization achieved a 360-degree customer view, managing everything from initial consent to contract generation on a single system.
Context
A leading global insurance group, recognized as one of the world’s top insurers, selected Salesforce technologies to power its global marketing and distribution solutions. To support its Hong Kong entity during a critical deployment phase, the group’s IT department established an internal Center of Excellence. This center was designed to guide architectural choices, validate solutions, and act as the prime contractor for specialized regional projects.
Challenges
The organization needed to significantly increase the operational efficiency of its regional back-office teams and its dedicated support center. The primary challenge was replacing fragmented tools with a single, highly integrated platform capable of streamlining their processes.
The Solution
To meet these demands, the deployed solution centered on a robust Salesforce Service Cloud implementation paired with the Service Console. A Partner Community was also integrated to extend necessary capabilities to external stakeholders.
Our Contribution
We managed the comprehensive design and construction of the solution. Our experts executed specific custom developments, including Lightning components and Lightning-compatible Visualforce pages. Key technical contributions involved configuring the Service Console, establishing Email-to-Case workflows, and leveraging the “Continuation” framework for external system calls. Additionally, we automated the deployment process, conducted rigorous pre-delivery testing, and provided comprehensive User Acceptance Testing (UAT) support.
Benefits
The Salesforce Service Cloud implementation delivered a profound impact on the client’s operations. The organization achieved a true 360-degree view of its clients, centralizing contacts, consent tracking, product details, contract generation, and call logs. Ultimately, managing all contracts and interactions on a single platform significantly elevated the overall customer experience.
Key Figures & Dates
- Project duration: 2016
- Workload: 250 man-days
- Impact: 6,750 users
