08/27/2024 updated
40 % available
Salesforce Consultant specialized in Sales and Service Cloud
Rotterdam, Netherlands BSc. Business Informatics
Business InformaticsBusiness RequirementsCertified Senior Broadcast Television EngineerSalesProduction ManagementSalesforce.ComSalesforce Sales Cloud
I have a degree in Business Informatics and am a certified Senior Salesforce Consultant specialising in Digital Sales and Service.
I have extensive knowledge and skills in the areas of cases, service contracts and maintenance management. I am able to support service processes from the gathering of business requirements through to full implementation. I not only master standardised service processes, but also develop solutions that are tailored to the specific IT landscape and scaling of my clients.
I have extensive knowledge and skills in the areas of cases, service contracts and maintenance management. I am able to support service processes from the gathering of business requirements through to full implementation. I not only master standardised service processes, but also develop solutions that are tailored to the specific IT landscape and scaling of my clients.
Languages
GermanNative speakerEnglishFluent
Project history
Further development of existing custom solutions in the Service Cloud
The aim of the project was to harmonise and improve service processes internationally in order to ensure efficient and customer-oriented support. My main task was the project management of over 15 international projects running simultaneously. I coordinated the requirements analysis, discussed and analysed new feature requests and adapted existing solutions to the specific requirements of the different countries. There was a particular focus on order processing, the completion of orders by technicians and the introduction of new automation and approval processes. I was also responsible for testing and coordinating the development and deployment of the solutions. This also included integration with SAP systems to ensure seamless data transfer and processing.
The aim of the project was to harmonise and improve service processes internationally in order to ensure efficient and customer-oriented support. My main task was the project management of over 15 international projects running simultaneously. I coordinated the requirements analysis, discussed and analysed new feature requests and adapted existing solutions to the specific requirements of the different countries. There was a particular focus on order processing, the completion of orders by technicians and the introduction of new automation and approval processes. I was also responsible for testing and coordinating the development and deployment of the solutions. This also included integration with SAP systems to ensure seamless data transfer and processing.
Implementation of Marketing Cloud Account Engagement
The project objective was to implement Marketing Cloud Account Engagement. The client wanted to digitise their B2B email marketing and link it to the CRM system to improve customer acquisition. I carried out the activation of the Marketing Cloud and configured the system according to the client's requirements. Working closely together, we went through the basic features of the Marketing Cloud and provided training to familiarise the client with the new platform. During implementation, I assisted the customer with any problems that arose and provided support in solving technical challenges. Technologically, I worked intensively with Salesforce's Marketing Cloud Account Engagement and customised the configuration to meet Nordwest Handel's needs. Integration with the existing CRM system was a central component of the work to ensure seamless data exchange and to organise marketing activities efficiently.
The project objective was to implement Marketing Cloud Account Engagement. The client wanted to digitise their B2B email marketing and link it to the CRM system to improve customer acquisition. I carried out the activation of the Marketing Cloud and configured the system according to the client's requirements. Working closely together, we went through the basic features of the Marketing Cloud and provided training to familiarise the client with the new platform. During implementation, I assisted the customer with any problems that arose and provided support in solving technical challenges. Technologically, I worked intensively with Salesforce's Marketing Cloud Account Engagement and customised the configuration to meet Nordwest Handel's needs. Integration with the existing CRM system was a central component of the work to ensure seamless data exchange and to organise marketing activities efficiently.
Implementation of Salesforce Feedback Management (Salesforce Surveys)
In a strategic project to implement the Salesforce Survey Tool, the focus was on the challenge of harmonising different solutions in different countries with diverse requirements and creating a coherent platform. The aim was to increase the amount of customer feedback, ensure a more precise allocation of feedback to business transactions and respond immediately to negative feedback. The entire implementation took place within the Salesforce Service Cloud and involved technologies such as Flows, Apex and Marketing Cloud. The results of the project showed a successful increase in customer feedback by linking the sending of surveys directly to the completion of the customer contact. In particular, it was achieved that customer contact was initiated by a service employee within 24 hours in the event of negative feedback. In my role as project manager, I worked closely with Salesforce consultants to find technical solutions for the complex structure. At the same time, I coordinated with the Marketing Cloud team to ensure the smooth dispatch of the surveys and carried out the successful deployment of the entire solution.
In a strategic project to implement the Salesforce Survey Tool, the focus was on the challenge of harmonising different solutions in different countries with diverse requirements and creating a coherent platform. The aim was to increase the amount of customer feedback, ensure a more precise allocation of feedback to business transactions and respond immediately to negative feedback. The entire implementation took place within the Salesforce Service Cloud and involved technologies such as Flows, Apex and Marketing Cloud. The results of the project showed a successful increase in customer feedback by linking the sending of surveys directly to the completion of the customer contact. In particular, it was achieved that customer contact was initiated by a service employee within 24 hours in the event of negative feedback. In my role as project manager, I worked closely with Salesforce consultants to find technical solutions for the complex structure. At the same time, I coordinated with the Marketing Cloud team to ensure the smooth dispatch of the surveys and carried out the successful deployment of the entire solution.