Salesforce clienteling and customer care
Migrate from legacy CRM to Salesforce to enable rapid clienteling and client care expansion.
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
Establish a modern (re: agile) platform for retail clienteling and customer service case management.
Maintain process and feature parity to increase speed-to-market and manage change.
Integrate with major retail applications to provide real-time information.
Challenges
Managing change and supporting hypercare for a global, big bang roll-out (30 countries and 5,000 users)
Designing for existing business processes while architecting for future enhancement opportunities
Integrating with legacy systems while containing and reducing technical debt
Scope
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Account details, bio and interests, special dates, spend KPIs, purchase history (visual and list view), case history, comments
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Client lists, daily dashboards, sales opportunities, system-generated and manual tasks, integrated appointments and events, outreach templates, Office 365 email integration, branded eCards
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Online inquiry form submission (web-to-case), email inquiry submission (email-to-case), automatic case routing (omnichannel routing and supervisor), dashboard reporting
