Discovery, process mapping, UAT coordination and adoption readiness for a housing CRM and customer operations transformation.
A Salesforce transformation programme supporting service operations, customer visibility, case management, contact centre readiness, integration planning, UAT feedback and adoption improvement.
This delivery combines discovery, solution design, cloud tooling, secure implementation and measurable operational outcomes.
A housing organisation needed to modernise customer and service operations by improving case visibility, reducing reliance on fragmented systems, strengthening reporting and preparing teams for a more connected cloud-based way of working.
We supported discovery, stakeholder engagement, AS-IS and TO-BE process mapping, requirements clarification, UAT coordination, issue triage, adoption feedback, go-live readiness and delivery partner coordination.
The work covered customer contact, case management, complaints, anti-social behaviour, safeguarding, health and safety, general enquiries, contact centre readiness, repairs and scheduling discovery.
The programme gained clearer visibility of process gaps, adoption risks, UAT feedback, training needs and the practical actions required to prepare teams for future Salesforce phases.
These patterns can be adapted for teams that need clearer records, better workflow control, more reliable reporting or stronger cloud delivery governance.
Book a discovery call and let's define the right approach for your organisation.
