Salesforce CRM Transformation

Business Issue

• The client is a financial institution located in Brussels, Belgium. The core activities of the Bank are focused on Retail, Commercial and Private Banking
• A stronger Customer Relationship Management functionality within the Bank was required to better support human interactions
• The client implemented for the first time a cloud solution with all security related aspects in their IT landscape

Solution

• Deloitte supported the Bank with solving complex incidents and maintaining the CRM Cloud solution based on the Lightning platform
• Deloitte assisted the client with building an organizational structure to support their DevOps capabilities
• Training was provided to the different support levels and a knowledge base was built, to assist the client with the take-over of their support

Value delivered

• An Operating Model was put in place in accordance to the client strategy and organization
• First and second line support is able to filter out and resolve incoming calls. Requests are made to update the knowledge material when new issues arise
• Third level support is implementing new Salesforce solution features following the Agile methodology