In the summer of 2021, Customer Link was introduced to the Department of Environment of the City of Antwerp. They explained their vision of the digitalization of their work environment and immediately expressed a preference for Salesforce as a back-office tool. The department already received the necessary support and approval for this from the City of Antwerp.

We suggested performing a discovery analysis. This way we could structure an appropriate introduction of Salesforce Service Cloud within the department and translate it into a tailored solution and implementation strategy.

What does the discovery analysis entail?

In the discovery analysis, the focus lies in understanding the current way of working and the needs of the Department of Environment and Licensing. Since there was a strong requirement for integrations with the department’s front-end channels and other City of Antwerp applications, this analysis was an absolute must.

The discovery analysis consisted of the following 5 phases:

- Analysis of current way of working;

- Online introduction of Salesforce;

- Functional requirement definition;

- Technical analysis;

- Implementation scoping

Next step: Salesforce Service Cloud implementation plan

After the discovery analysis, we were able to start working on a Salesforce implementation plan. CL and the Department of Environment and Licensing had the shared goal of finalizing an implementation plan with a clear phased roll-out, project planning and detailed budget.

In the spring of 2022, CL gets started on this plan and this Salesforce implementation will provide:

Increased efficiency of the back-end processing of requests through automatic capturing of questions in Salesforce, automated tasks and processes, better follow-up and reporting, smart dispatching of questions and more…

Optimized services to the citizen/applicant through faster response times, better follow-up and a more uniform way of answering.

Do you also want to digitalize your work environment? Contact our experts and find out what Salesforce Service Cloud has to offer for your company.