CRM tools very often require significant configuration and development to adapt to the client's business, processes and IS. This was the case on this project in the Insurance & Finance sector because the challenge was to overhaul old business applications on Salesforce while synchronizing the data with the existing IS. 🛠️

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These applications cover broad functional areas ranging from customer knowledge to customer service management to insurance claims monitoring. 💥

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Our mission took place using the Agile method for 2 years and involved 6 people for the Salesforce part of a program of around thirty people. Our role was Lead Developer Full Stack💻

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The technologies used were the development of Lightning components Aura & LWC, APEX, Flows, Triggers, Rules, REST Web Services with MuleSoft, APEX Batches, Java batches for XML meta data synchronization, and finally DevOps operations with Gearset & GIT. 🤖

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A lot of work was done on the new features but also on the performance and stability of existing screens and transactions, with gains of up to 300% compared to the first developments carried out. 🎖️

The CRM project began with a tool primarily dedicated to sales forces to manage customers, prospects and commercial activities. Today, CRM is defined more broadly as a customer-oriented digital platform, aimed at managing all interactions, whether for sales, customer service or marketing.🌌
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The sales part makes it possible to manage the process of joining and modifying a customer, linked to the IS backend via secure web service exchanges. Thus, all complex customer data and associated management rules are managed in Salesforce, including the notions of family unit, family ties, separation/divorce, death/disappearance, current, former and future professional and personal situation. , management correspondents, etc... 💢
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Great efforts have been made to obtain a unified customer vision from the moment a customer file is opened, making it possible to quickly judge their profile, financial situation and current and future commercial potential. For this, visualization components for contracts, regulations and cash movements have been developed. 🧠
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The management of commercial opportunities was also particularly worked on, with the development of a rule engine for allocating opportunities to salespeople.

On the service side, numerous developments have been made in order to meet needs.

👨‍💻Manage incoming calls in connection with the CTI: the objective is to be able to qualify the call and connect it to the customer's context, while complying with the rules for verifying the customer's identity. For this, a multi-tab screen was developed allowing the customer to be asked questions, the call to be linked to their current requests, and the nature of their call to be entered.
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🗜️Manage outgoing calls: a screen has been developed to qualify the outgoing call and relate it to the customer's context in relation to their current requests in particular.
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🧙‍Replicate the complex request management process: in Salesforce, a 5-level Case hierarchy has been implemented to manage the multiple business concepts of queries, requests, inter-department requests, disasters and follow-up. Specific trigger and visualization developments have been made to facilitate visualization and navigation in these levels.