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
Solution
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
