Salesforce clienteling and customer care

Migrate from legacy CRM to Salesforce to enable rapid clienteling and client care expansion.

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My Role

As IT owner, I was accountable for successful project delivery, including the end-to-end design of technology solutions and an on-time/on-budget delivery.

Objectives

1. Establish a modern (re: agile) platform for retail clienteling and customer service case management.

2. Maintain process and feature parity to increase speed-to-market and manage change.

3. Integrate with major retail applications to provide real-time information.

Challenges

1. Managing change and supporting hypercare for a global, big bang roll-out (30 countries and 5,000 users)

2. Designing for existing business processes while architecting for future enhancement opportunities

3. Integrating with legacy systems while containing and reducing technical debt

Scope

• Client 360

  Account details, bio and interests, special dates, spend KPIs, purchase history (visual and list view), case history, comments

• Clienteling

  Client lists, daily dashboards, sales opportunities, system-generated and manual tasks, integrated appointments and events, outreach templates, Office 365 email integration, branded eCards

• Client Care

  Online inquiry form submission (web-to-case), email inquiry submission (email-to-case), automatic case routing (omnichannel routing and supervisor), dashboard reporting

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Related Experience

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