Our client faced a multitude of challenges hindering operational efficiency and customer satisfaction. Their Salesforce platform utilized the Classic interface, lacked data security measures, and suffered from low user adoption. Additionally, they craved features to enhance user experience, reduce case resolution time, consolidate passenger data for a holistic view, integrate with external systems for passenger and flight information, and automate manual processes for improved efficiency.
We launched our client on a comprehensive Salesforce transformation journey. First, we migrated them to the modern and user-friendly Lightning Experience. This not only improved the user interface but also unlocked access to advanced features. To ensure data security, we implemented role-based security policies. Next, we consolidated all passenger data within Salesforce, providing agents with a 360-degree view of each customer.
To eliminate data silos and streamline operations, we integrated source systems, enabling real-time synchronization of passenger and flight information within Salesforce. Manual business processes were then automated. We also enabled comprehensive reporting with Lightning Reports and Dashboards. Finally, we integrated third-party applications to further enhance data management and security practices.