Global Financial Institution

Client and Need

  • A service platform for handling calls from Signature card holders
  • Implementation and configuration of the service cloud and integration with internal security and functional components

Solution

  • Analyzed a custom Salesforce environment for concierge users across multiple 1st and 2nd tier organizations
  • Designed the Salesforce environment to handle all Signature cardholders for US issuers
  • Developed a custom Salesforce environment to drive user adoption for concierge users

Value Added

  • Configured cardholder accounts, issuer accounts, entitlements, cases, products, assets, credit cards, and purchases
  • Integration with VFS (a security standards and verification software), as well as installation and interaction with the ClickTools AppExchange application for Customer Surveys
  • Additional computer-telephone integration, allowing for a smooth workflow transition from phone to application, passing appropriate data to provide a seamless user experience