Salesforce Service Cloud Implementation
Industry: Exhibitions Industry Duration: Aug 2019 - Dec 2022 Role Project Manager
Discovery
Development
UAT & Deployment
Go-Live
The Salesforce Service Cloud and Experience Cloud Transformation Program is an enterprise-wide initiative to deliver a unified, digital-first customer service experience for both internal service teams and external community users. Salesforce Experience Cloud extends these capabilities through personalized community portals, allowing customers and partners.
Executive Summary
CONTEXT
Currently, the company is using traditional methods, and many of these processes are manual in nature, to converse with customers, discuss any enquiries regarding the deals, attend to any customer requirements, and to register any issues or concerns faced by the customer. This program will introduce the Sales Service Cloud platform to perform all customer-related communications.
MY ROLE
Lead and direct the successful delivery of the programmes, ensuring alignment with strategic goals, timelines, scope and budget. Deliver governance, planning, and execution oversight.
RESULT
Unified customer experience across Service Cloud, Experience Cloud, email, chat, web, mobile, and social channels.
30–50% increase in self-service adoption and knowledge-driven support.
360-degree customer visibility, enabling service agents to access complete customer, order, and interaction history from a single platform.
Improved customer satisfaction (CSAT) and Net Promoter Score (NPS) through faster resolutions, transparent case tracking, and proactive communications.