Challenge
Create a consistent path for customers to onboard and for staff to handle requests.
Case study · Insurance
Customer onboarding and case management
Create a consistent path for customers to onboard and for staff to handle requests.
Project overview
What Anvisol delivered
A Salesforce community brought onboarding, collaboration, and case management into one portal. Automation supported the internal steps behind it.
What changed
Customers and staff had a shared place to follow onboarding and support activity.
How to scope similar work
Map the customer journey
List every handoff between intake, document collection and service. Decide which steps customers should see and which require an internal owner.
Test missing information and access
Rehearse document resubmission and unsupported requests. Check that each customer can only see their own records and that staff can identify stalled cases.
What to measure on a similar project
Track time to complete onboarding, first response time, and the share of cases resolved without a handoff.
Explore further
Salesforce consulting
Consulting, implementation and managed services for new and existing Salesforce orgs.
All case studies
Browse more examples of Salesforce delivery.