What’s Inside?
- Strategic reinforcement of a Group Competence Center to oversee global architecture and solution design.
- Agile implementation of multi-cloud platforms across Europe and high-growth international markets.
- Industrialized maintenance and technical audits to ensure long-term platform performance and compliance.
Context
Our client is one of the world’s foremost insurance and asset management groups, serving over 100 million customers across 57 countries. Having selected Salesforce as their core technology for Marketing and Distribution, they required a robust, scalable support model to manage their extensive global footprint and diverse entity requirements.
Challenges
Managing a global Salesforce instance at this scale presents unique hurdles that can stall digital transformation:
- Architectural Oversight: The need for a centralized “Design Authority” to validate technical choices and maintain a unified global standard.
- Deployment Velocity: Safely and rapidly rolling out complex multi-cloud solutions across various international entities.
- Platform Evolution: Continuously upgrading the system, including Lightning migrations and entity merges, without disrupting operations.
The Solution
To address these challenges, we established a dedicated Service Center to act as an extension of the client’s internal Competence Center. This model utilizes a multi-cloud architecture including Salesforce Sales Cloud, Service Cloud, and Experience Cloud. The solution features an “E-Application” for streamlined subscription processes and dedicated Agent Portals to enhance distributor collaboration.
Our Contribution
Spoon Consulting provides high-level expertise across the entire project lifecycle to ensure operational reality matches strategic vision:
- Strategic IT Expertise: Acting as a key advisor for architecture choices, solution design, and storage strategies.
- Agile Project Management: Delivering complex projects through sprint-based methodologies to ensure rapid time-to-market.
- Technical Audits & Compliance: Performing rigorous audits to ensure all developments adhere to global best practices and maintain high performance.
- Application Managed Services (AMS): Providing long-term maintenance and support to ensure the platform evolves alongside the business.
Benefits
The partnership has delivered significant value by transforming Salesforce from a static system into a growth engine:
- Rapid Scalability: The ability to quickly ramp up resources to meet the demands of global rollouts and major releases.
- Cost Optimization: Leveraging a competitive global delivery model to provide premium expertise at an optimized price point.
- Global Reach: Successfully supporting interventions across Europe and high-growth markets, ensuring consistent quality worldwide.
Key Figures & Dates
- Project duration: 2011 – Ongoing
- Workload: 1,500 – 2,000 man-days annually
- Impact: Over 2,000 users across the group
