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