Project Background
Swiss company ABC (name anonymized) operates in the field of personal assistance, mobility, and emergency services. Active across two major geographic hubs in Switzerland, this client launched a large-scale digital transformation to fully modernize its inbound call management system, on-site assistance operations, and case tracking.
Project Objectives
- Redesign the customer experience during inbound assistance calls
- Accelerate response time and field coordination
- Centralize case management for incidents and claims via Salesforce
- Integrate multiple Salesforce modules (Sales Cloud, Service Cloud, FSC, Maps, Insurance)
- Ensure user adoption among business teams
- Strengthen reporting tools and performance monitoring
Expected Resource Profile
A hybrid expert combining roles of Functional Project Manager and Business Analyst with the following competencies:
| Domain | Requirements |
|---|---|
| Change management | Hands-on leadership, clear communication |
| Salesforce expertise | Service Cloud, FSC, Maps, Digital Insurance |
| Project methodologies | Agile, Scrum, Waterfall |
| Business sector | Assistance and emergency service environments |
Methodological Approach
Phase 1: System Mapping (Weeks 1–4)
- Audit of current processes
- Analysis of inbound calls and response times
Phase 2: Backlog Overhaul (Months 2–4)
- Facilitation of business workshops
- Rewriting of user stories
- Backlog prioritization using the MoSCoW method
Phase 3: Salesforce Integration (Months 4–12)
- Salesforce Maps: Technician geolocation and automatic assignment
- Digital Insurance: Automated case creation
- Survey Pack: Automated NPS/CSAT score analysis
- Community Plus: Self-service customer portal
Typical Use Cases
- Emergency call on highway: Nearest agent geolocation and dispatch
- Home medical assistance: Assignment of healthcare professionals
- Claim filed abroad: Automated eligibility check and processing
- Customer dissatisfaction: Automatic creation of a quality review case
KPIs and Performance Indicators
| Objective | Indicator |
|---|---|
| Improve responsiveness | Average call handling time |
| Boost satisfaction | CSAT score > 90% |
| Optimize field operations | On-time intervention rate |
| Industrialize management | % of automated cases |
Distribution of Assistance Cases
Efficiency Gains After 24 Months
Key Success Factors
- Rapid integration into an ongoing project
- Proactive identification of gaps and issues
- Natural leadership aligning stakeholders
- Deep knowledge of the Salesforce ecosystem
- Bicultural communication (Romandy/German-speaking Switzerland)
Conclusion
This transformational project requires an autonomous, technically skilled Salesforce expert with a solution-oriented mindset and a global understanding of the customer intervention lifecycle — in a sector where service quality directly impacts user safety.