Samith Perera

Salesforce-based complaint, compensation, and escalation management solution using the Case object as the central platform for handling complaint and compensation requests. The project included approval workflows, routing, escalation, and compensation processes, integration with M3 ERP for credit notes and replacement orders, and development of an Experience Cloud portal for customer self-service. Agentforce was used as the first line of defense for online customer service. The solution also included a Knowledge Base for issue resolution and dashboards and reports for SLA compliance, trend monitoring, and root cause analysis.

Roles and responsibilities

Sibelga uses Salesforce Field Service to manage its day-to-day field operations, such as technician dispatch, work order management, and asset maintenance. This allows them to optimize scheduling, track technician location and performance, and ensure efficient delivery of services to customers.

They likely leverage Salesforce's mobile capabilities to empower their field technicians with real-time information and updates.

Roles and responsibilities

Atlascopco- Service cloud and FSL integration

The Atlas Copco Rental Division is a global leader in providing temporary compressed air, power, steam, and nitrogen rental equipment, along with specialized services. To manage work orders and allocate resources for installation and maintenance tasks, we utilize Field Service Lightning. This platform aids in scheduling by allowing us to check the availability of agents and plan jobs efficiently. Additionally, through the customization of our mobile app, field agents receive notifications to execute daily tasks. This app facilitates the addition of parts, labor, and the timely completion of work orders.

Roles and responsibilities

Engie - Sales Cloud, SFI & Customizations with Omni studio

Engie, a worldwide energy and services conglomerate, engages in various activities such as generating and distributing electricity, managing natural gas, nuclear energy, renewable energy, and providing energy services. To manage customer relationships, the company has adopted Sales and Service Cloud as part of its Customer Relationship Management (CRM) strategy. Furthermore, Engie has incorporated the SFI Data model and Omni Studio to customize both the front-end and back-end of its systems.

Roles and responsibilities

FANUC Europe - Sales and Service cloud implementation

Integration of quotes and orders into Salesforce, Information that was originally only visible in JD Edwards can now also be accessed in Salesforce.So that users do no longer need to switch between systems, Automatic generation of price lists in PDF format, which will replace the manual generation of Excel files

Phase two, Integration of Customer Service Sales and Technical Sales Support into the platform. Customers who order a new product could automatically be sent offers for training and service for that product.

Roles and responsibilities

Mercury Marine, Brunswick Group - Dealer service level audit tool and Partner Community cloud implementation. Going from an Excel based process to a fully digital one is no easy task for a big company that relies on a network of dealerships. Brunswick Marine EMEA transformed the way it audits its dealer network with a dynamic, flexible, multi-lingual and scalable assessment app. We have built one using APEX for all the business rules, JSON for saving results in a string, LWC for efficiency reasons, Conga Sign for electronic signature, standard approval processes and Canvas to control/reduce the size of uploaded pictures.

Roles and responsibilities