October 2, 2025

3x Faster Case Handling Through Streamline Automation With Salesforce

Background and Challenge Story The client aimed to replace its existing Warehouse Management System (WMS) with Salesforce CRM to gain greater flexibility, scalability, and efficiency. …

Background and Challenge Story

The client aimed to replace its existing Warehouse Management System (WMS) with Salesforce CRM to gain greater flexibility, scalability, and efficiency. Achieving this transformation, however, required overcoming several operational and organizational hurdles. Teams needed to quickly adapt to strict processes while maintaining continuous updates to documentation, ensuring that no detail was missed during the transition.

At the same time, multiple Scrum teams were engaged on the same solution, raising the need for tight coordination and conflict avoidance. Extensive managerial reporting consumed valuable time, while the involvement of many stakeholders increased the risk of misaligned expectations. To succeed, the project demanded a structured approach that balanced speed, accuracy, and collaboration across all parties.

CMC Global Solution

To address stakeholder requirements, the project team conducted a detailed analysis of REQ documents and clarified open points through regular workshops. A hybrid Salesforce approach was implemented, leveraging standard features for scalability and reusability, while introducing custom development to cover specific business needs and ensure full compliance with requirements.

Key Highlights included

  • Client Self-Service Portal (Experience Cloud): Configured using the Financial Services Client Portal template, enabling clients to submit and track requests, schedule appointments, and access knowledge articles. The portal was seamlessly integrated with core banking systems via SSO for a unified experience.

  • Service Request Fulfillment (Service Cloud & FSC):

    • Case Management: Simplified case creation, assignment, and lifecycle tracking.

    • Automation: Enabled Email-to-Case and Web-to-Case for seamless service intake.

    • Advisor Portal: Provided centralized client and case views, personalized engagement (FSC), and quick actions to boost efficiency.

    • Asset Allocation: Delivered an integrated component for enhanced investment visibility and tracking.

Results

The transformation delivered measurable impact, accelerating case handling, optimizing transactions, and unifying client and advisor experiences:

  • 3x faster case handling through streamline automation
  • 40% of WMS transactions have been migrated to Salesforc
  • 100% onboarded and optimized legacy transactions.
  • 100% Improved efficiency with seamless Salesforce integration.
  • 1 Unified Portal for clients & advisors enhancing service efficiency