The Challenge

To deliver a successful Salesforce-based global transformation programme.

The global market data provider needed to bring in high quality, skilled implementation practitioners to help deliver, lead, and de-risk this complex, global transformation. A need for coordination, coherence, and collaboration across senior stakeholders, delivery partners, and third parties was of an equal challenge to the technology implementation.

The Solution

Providing high-quality delivery skills, equipping the organisation with capability across the Salesforce stack.

Credera brought programme leadership, Salesforce technical architecture, and business analysis skills to a 100+ person programme across five workstreams. In addition to new Salesforce-based capabilities including Einstein AI, Experience Cloud, Service Cloud and Data Cloud, the programme also delivered new in-house AI tools, and ran all planning, governance, coherence, coordination, and change activites.

The Results

Dramatic improvements to customer servicing metrics and a global programme delivered on time and to budget.

The programme was delivered on time and to budget, achieving a range of in-year benefits, including the following:

• 82% of cases resolved using new AI tools

• 85% improvement in customer wait time

• 11% reduction in case volume for support agents

• New Experience Cloud customer servicing website with digital servicing capabilities

• Intelligent routing of cases to support agents using skills matching

• A £10m/yr programme delivered on time and to budget

• 13 Go Lives, across five workstreams, completing 21 milestones in 2024.