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Challenge
Challenge
Inefficient Salesforce workflows created silos, increased escalations, and reduced customer satisfaction, slowing the business down and hurting the customer experience.
What I Built
What I Built
Cross-functional process alignment across support and operations
End-to-end workflow redesign and automation
Persona-based, gamified training to drive adoption
SME-led process diagnostics and improvement
Impact
Impact
Workflow time down 32%
Escalations down 38%
Customer NPS up 9 points
100% adoption
Customer satisfaction 8.5 / 10
How it worked
How it worked
I trained SMEs to conduct task analysis and identify inefficiencies in their workflows. Also partnered with Accenture to analyze and improve the end-to-end processes business functions used to deliver products and services to customers through Salesforce.
From there, we used design thinking workshops to create persona-based learning around the improved processes. We uploaded the training to the LMS and gamified the experience, allowing learners to earn badges as they completed each module.
Result
Result
Workflow efficiency improved while adoption stayed high and sustained, not a short-term spike.
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