Case Enhancements Project
Disclaimer: Company names have been changed or removed to protect their privacy. Any resemblance to any existing company is purely coincidental and does not imply any association or endorsement by that company.
The "Case Enhancements Project" focused on upgrading our case management system to increase operational efficiency and improve user experience. As the project manager and Salesforce administrator, I spearheaded efforts to redesign the Case page layout and integrate a new screen flow Action for case escalations. These enhancements were aimed at creating a more intuitive and streamlined interface for managing support cases, facilitating quicker escalations to Tier 2 support and Development teams.
​
Key Contributions as a Salesforce Administrator:
-
System Design and Implementation: Leveraged deep Salesforce expertise to redesign the Case page, optimizing the layout for better organization and visual appeal, which enhanced navigation and reduced page loading times.
-
Technical Innovation: Developed and implemented a custom screen flow Action that simplified the escalation process, reducing the steps required to escalate cases, ensuring key data was collected, and enabling direct access to higher-tier support, thereby speeding up response times and improving resolution strategies.
​
Key Contributions as a Project Manager:
-
Strategic Planning and Goal Setting: Defined clear goals focused on user interface optimization, streamlining escalation processes, and enhancing case resolution efficiency. These goals were designed to meet specific performance metrics, such as reduced escalation times and improved user satisfaction.
-
Project Coordination and Leadership: Managed project timelines and coordinated with cross-functional teams, ensuring that all enhancements were aligned with user needs and business objectives. Successfully navigated project dependencies and workload challenges to keep the project on track.
-
User Engagement and Feedback Integration: Conducted user feedback sessions regarding the redesign of the Case page.
-
Post-implementation: led efforts to measure user satisfaction and adjust features based on continuous feedback, emphasizing a commitment to user-centered design and iterative improvement.
-
Training and Change Management: Orchestrated comprehensive training sessions to ensure high adoption rates of the new features among the support team. Fostered strong communication channels between Tier 1 and higher-tier management teams, enhancing collaborative efforts and support efficiency.
Through this project, I demonstrated my ability to manage complex Salesforce enhancements while leading a team towards achieving significant improvements in a critical business system.
The project not only highlighted my technical acumen as a Salesforce admin but also underscored my strategic and operational expertise as a project manager, delivering a project that significantly enhanced case management capabilities and user satisfaction.
USE CASE
​
​
Enhanced Case Management Efficiency
-
Objective: Improve the operational efficiency and effectiveness of case management by overhauling the existing Case page layout and streamlining the case escalation process.
-
Target Users: Customer support teams including Tier 1 and Tier 2 support and Dev Team personnel.
PROCESS
​
-
User Interface Optimization:
-
Redesign the Case page layout to be more organized and visually appealing.
-
Implement changes that reduce page loading times and improve navigation, enhancing usability.
-
-
Streamlining Escalation Processes:
-
Develop a new screen flow Action that simplifies the process of escalating cases.
-
Implement the escalation feature to provide a direct pathway from Tier 1 to Tier 2 and Dev Teams, minimizing the steps involved in escalation.
-
-
User Feedback and Continuous Improvement:
-
Gather initial feedback from users regarding the design and functionality of the new Case page and escalation process.
-
Post-deployment, continuously collect feedback to refine and improve the features based on real-world use and evolving needs.
-
OUTCOME
​
-
Enhanced User Experience: The redesigned Case page and new escalation process provide a more user-friendly interface, making it easier for support teams to manage and escalate cases.
-
Improved Team Collaboration: With clearer pathways for case escalation, there is better coordination between Tier 1, Tier 2, and Dev Team, ensuring that complex cases are handled more effectively and efficiently.
RESULT
​
-
Reduction in Case Escalation Time: The average time required to escalate a case from initial report to Tier 2 or Dev Team involvement is significantly reduced, thanks to the streamlined processes.
-
Increased Customer Satisfaction: Faster and more effective case resolutions lead to higher customer satisfaction rates.
-
Higher System Adoption Rates: The user-friendly design and improved functionality lead to a high adoption rate of the new features among the support team.
-
Continuous Improvement Achieved: Ongoing feedback loops ensure that the system evolves in line with user needs and technological advancements, maintaining high performance and satisfaction.