Projects
5 of 5 records
External Partner Portal
Self-service Experience Cloud portal — 80% reduction in case turnaround time
Built an external partner portal using Experience Cloud enabling self-service case resolution for a global enterprise. Partners can submit, track, and resolve cases without agent involvement. Custom LWC components, Apex-managed sharing for data isolation, and deep Service Cloud integration reduced turnaround time by 80%.
Financial Services Transaction Re-platform
Replaced legacy paper-based workflows with Salesforce FSC + REST integrations
Led the re-platforming of transaction workflows for a global financial services firm. Replaced manual, paper-based processes with a fully digital Salesforce Financial Services Cloud implementation. Eliminated multiple REST API-based integrations to legacy transaction processing systems, replacing them with a unified, governed integration layer.
Unified Contact Center Platform
C360 view integrating 5+ legacy systems — slashed agent screen-switching
Modernized a global enterprise's contact center by building a unified service platform in Service Cloud. Integrated 5+ legacy systems to provide agents with a real-time Customer 360 view, eliminating the need to switch between systems. Platform Events drive real-time data sync, and streamlined agent authentication reduced service request processing time significantly.
APAC Financial Services CRM
Unified LWC-powered CRM with guided case resolution and milestone tracking
Developed custom Lightning Web Components and Flows to power a unified CRM system for a leading APAC financial services customer. Features include guided case resolution flows, milestone tracking, and contextual knowledge suggestions to improve first-call resolution accuracy.
Agentforce AI Workflows
AI-enabled service workflows using Agentforce and LangChain
Building AI-enabled workflows using Agentforce and LangChain to automate tier-1 service interactions and enhance agent productivity. Integrates Data Cloud for unified customer context, enabling agents to resolve issues faster with AI-drafted responses and auto-routed cases.