Deploying Service Cloud for a multinational healthcare enterprise Setting a new benchmark for localized intelligent service
Ecosystems & Alliances│ Success stories
About Client
The client is a multinational healthcare innovator developing breakthrough solutions in healthcare, materials, and data management. Operating in over 30 countries, it partners globally to improve patient lives and advance healthcare efficiency and quality.
Requirements
With growing business demands, the client now faces challenges in internal processes and efficiency, requiring a localized operations and service capability to enhance response speed, process standardization, and data integration for its service teams.
Following the successful migration of Salesforce on Alibaba Cloud Sales Cloud, Deloitte has now delivered a comprehensive Service Cloud deployment for the client. Leveraging the Connected Experiences Gateway (CXG) on Alibaba Cloud, we successfully migrated the client’s internal service operations and support processes to a localized platform, establishing a unified workflow for ticket management, issue tracking, and internal service delivery.
Solutions
Since the official launch of Salesforce on Alibaba Cloud, Deloitte has successfully helped the client migrate its Sales Cloud. Building on the successful Sales Cloud migration, Deloitte delivered end-to-end implementation and operational support for the client, efficiently deploying Service Cloud within an 11-week timeline and providing four weeks of Hypercare support:
- Leveraged the Connected Experiences Gateway (CXG) of Salesforce on Alibaba Cloud, we implemented Computer Telephony Integration (CTI) to seamlessly connect the client’s external telephony system with the CRM.
- Integrated Quick Service voice solution, enabling the client’s service team to handle inbound and outbound calls directly within Salesforce - seamlessly linking customer interaction data with service tickets to ensure traceable workflows and enhance the overall user experience.
Results
Closed-loop service process
The highly integrated platform ensures a consistent, traceable closed-loop service process - improving compliance, service quality, and employee responsiveness.
Enhanced operational efficiency
Utilizing CXG to achieve deep integration between call systems and CRM, reducing system switching and response time, and improving service efficiency.
Leading the delivery of Salesforce on Alibaba Cloud
Deloitte leads Salesforce on Alibaba Cloud delivery, with successful Sales and Service Cloud deployments for multiple life sciences clients - demonstrating strong trust in our delivery quality and localized capabilities.
Localization service benchmark
Innovatively delivered a CTI integration on the Salesforce on Alibaba Cloud platform, setting a benchmark for multinational enterprises exploring localized digital service in China.
Deloitte | Salesforce
Deloitte has a globally recognized Salesforce implementation team and has successfully delivered numerous large-scale Salesforce projects in China. Leveraging Salesforce’s capabilities across sales, service, commerce, and marketing, we help enterprises design tailored, end-to-end CRM ecosystems to drive high-quality, sustainable business growth.
Contact Deloitte：
If you have any questions, please contact National Office, Growth Platform – E&A: cnalliance@deloitte.com.cn
