Client Overview:
UK-based global provider of risk management, insurance, reinsurance brokerage, human resource solutions and outsourcing services
Business Need:
To migrate over 400 clients from Legacy CRM platform (Siebel, TBA workflow, CS Pro, TeamSite, Oracle RightNow Chat) to Salesforce Service Cloud to
- automate new client on-boarding
- enable a knowledge management platform for 360 degree customer view for faster and relevant service delivery
- optimize operational IT expenditure
Techno Functional Drivers
Multiple legacy platforms for client on boarding and service request management leading to higher service TAT
Key Features
- Replaced legacy CRM platforms (Siebel, TBA workflow, CS Pro, TeamSite, Oracle RightNow Chat) with Salesforce
- Multichannel UI enablement with unified Knowledge Management built on Salesforce
- Data management of 4000+ properties
- Integration of Financial Force with external LMS & in-house applications
- Completely build on Lightning Bolt for Community Cloud
- Flags disqualified properties, schedule or reschedule properties for migration
- Softphone usage enablement with Genesys
- Client on boarding time reduction from 250 to 50 hours
- Functionality for auto discovery and relevant article suggestion to service agents based on keywords
- Ability to monitor case history and trends for each client so as to reduce redundant service requests
Benefits
- Ramp down on license employee cost
- Over 200% increase in RoI
- Increased productivity using 24x7 support services
