Process Optimization & Analytics

I implemented Salesforce ServiceCloud to centralize all of Newfront's servicing processes across all customer-facing operational departments. This enabled employees to follow best practices, managers to track process throughput times and rework rates, and clients to understand the status of in-flight work.

At the time this project kicked off, Newfront had no way of knowing who was doing what work, how efficient any given employee was, and what the rework rates were on certain processes. In order to become a more data-driven enterprise, they needed a way to get everyone following the same processes and tracking the follow-through on those processes.

Timeline: 3 months Budget: $150K Deliverables: • Implemented 55 separate processes in Salesforce Service Cloud so employees could follow along with best practices • Generated throughput metrics both by process and by employee so that managers could track efficacy • Enabled customers to view the status of all in-flight work related to their account • Based on this project, the firm was able to sequentially offshore many of their ops processes