Embedded Files
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
Trained SMEs to run structured process analyses and identify inefficiencies, partnered with Accenture to redesign workflows, eliminated friction points and manual effort, and applied design thinking to build engaging, role-based training.
Result
Result
Workflow efficiency improved while adoption stayed high and sustained, not a short-term spike.
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