endorsedCompleted

Salesforce Service Cloud Implementation for Review Website

Services Covered:

Salesforce Solutions • CRM Solutions

Industry

Information Technology

8 months

Budget

Confidential

Start Date

1 April 2024

Team Size

1-5

Engagement Model

Nearshore

Project Capability Score (PCS)

81/100

Strong

Project Capability Score (PCS) estimates how capable Vimera is of successfully delivering a project like this, based on its past experience, track record, and ability to handle similar work. Learn more about PCS

Client

Trustpilot A/S

Copenhagen, Denmark

Project Summary

Vimera delivered Salesforce Service Cloud consulting and systems-integration work for a leading review website (Trustpilot). The engagement automated case handling and implemented omni-channel routing, integrations, and phased deliverables. The team delivered all requirements on time, used Jira for backlog management, held in-person workshops, and was responsive and transparent about budget.

Key Challenges

Deliver Salesforce Service Cloud for the client’s CX function
Automate case handling
Implement omni-channel routing

Project Deliverables

Case handling
Automation case handling
Omni-channel routing
Integrations
Finalising scope

Project Solution

Vimera provided Salesforce Service Cloud consulting and systems-integration services delivered in phased workstreams. The scope included implementing case handling, automating case workflows, configuring omni-channel routing, and building integrations to support the CX function. The vendor staffed the project with a small team (2-5 people), ran daily stand-ups, maintained a JIRA backlog, and held in-person workshops with the client’s project lead.

Project Outcome

All deliverables were delivered on time and production tested
Deliverables received internal approval
Strong project management with daily stand-ups and an updated JIRA backlog
Vendor was responsive, adaptable, and transparent about budget

Platforms

CRM
Cloud

Tech Stack

Jira
Salesforce

Client Endorsement

Overall Review Rating

4.75

Timeliness

Cost Rating

Willing to Refer

Quality of Deliverables

Vimera met every requirement on time, and the work got our internal approval. Their team responded quickly to our needs, was open about budgets, ran in-person workshops, and managed the project in Jira. We were impressed by their positive mindset and how well they took feedback.
Jack Vlissidis
Senior Program Manager
Date: 12/10/2024