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Salesforce CRM Transformation

Deloitte Digital case study: Universal Bank

Business Issue

  • The client is a financial institution located in Brussels, Belgium. The core activities of the Bank are focused on Retail, Commercial and Private Banking
  • A stronger Customer Relationship Management functionality within the Bank was required to better support human interactions
  • The client implemented for the first time a cloud solution with all security related aspects in their IT landscape


  • Deloitte supported the Bank with solving complex incidents and maintaining the CRM Cloud solution based on the Lightning platform
  • Deloitte assisted the client with building an organizational structure to support their DevOps capabilities
  • Training was provided to the different support levels and a knowledge base was built, to assist the client with the take-over of their support

Value delivered

  • An Operating Model was put in place in accordance to the client strategy and organization
  • First and second line support is able to filter out and resolve incoming calls. Requests are made to update the knowledge material when new issues arise
  • Third level support is implementing new Salesforce solution features following the Agile methodology

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