In Salesforce.com Innovation we create multiple assets, which vary across the different domains and verticals. It includes implementations for domains like Health Care (Health Cloud, Lightning Communities, MQTT implementation), Oil & Gas (Apttus CPQ), Ecommerce Portal (Salesforce Lightning), Service Now, ExactTarget, etc.

Bajaj Salesforce is an implementation of salesforce which interacts with SAP and acts as an end user application holding the master data of account and contacts. The project is to implement ongoing enhancements and migrate the existing implementation in classic to lightning.

In Salesforce.com Innovation we create multiple assets, which vary across the different domains and verticals. It includes implementations for domains like Health Care (Health Cloud, Lightning Communities, MQTT implementation), Oil & Gas (Apttus CPQ), Ecommerce Portal (Salesforce Lightning), Service Now, ExactTarget, etc.

In phase 1 of salesforce implementation for US Retail advisors team Lead Management process was deployed. This bought in features which could support functionalities like web to lead and salesforce became the repository for Account, Person Account, Lead, Campaign and campaign member data.

During Phase 2, the scope for extended to integrate exact target with salesforce thereby enhancing the journey building capabilities for executing campaigns.

In Order to better manage salesforce data and enhance capabilities for web to lead functionality, the current phase of implementation has been planned and consists of the following high-level categories of features along with the existing features that were built out in phase 1 & 2:

• Email parser to Lead
• Person Account Lead Conversion - Create Person Account External ID’s on lead. On conversion, merge to corresponding Person Account
• Lead Conversion Process: Create Lead conversion class to find matching Person Accounts based on external ids & fuzzy logic. If a matching Account is found, then the external ids from the Account will be copied to Lead and Lead will be marked converted. Any campaign members associated with the Lead will be transferred to matching Account.

The proposed system will be an enhancement to the existing system. These enhancements will make the Salesforce.com Service Cloud a comprehensive CRM tool for GEB Expat Service group and will enable the customer service reps from different divisions to get Product and eligibility information all in one system.

Expat Phase 3 of Salesforce.com Service Cloud consists of the following high-level categories of features along with the existing features that were built out in phase 1 & 2:

• Knowledge Management Process
• Salesforce Chatter Implementation
• Display Product Information in Salesforce.com
• Display Claims Accumulator Information in Salesforce.com
• Client Enrolment Process

The promising features and business value brought to the table by Salesforce.com Service Cloud, encouraged GEB Expat leadership to invest further in the tool by adding some more important business processes

Expat Phase 2 of Salesforce.com Service Cloud consists of the following high-level categories of features along with the existing features that were built out in phase 1:

• Data cleansing, de-duplication & data quality management using Informatica cloud MDM
• Case sharing, escalate case model enhancements
• Case merge and BCL generation
• Electronic signature for Certificates of Coverage (COCs)

MetLife Property & Causality Integrated Sales Desktop project is an implementation of Salesforce.com for storing all the leads coming from various sources like P&C Website, Call Center and Paper Leads at one place. Salesforce.com will act as gold repository for Leads and will be used by MetLife P & C Sales Agents to make outbound calls using the Avaya CTI implemented in Salesforce.com. Agents can Single Sign to Salesforce and seamlessly navigate to ARS the MetLife P&C quote management system to complete quote process. The changes saved to Quotes in ARS are reflected back to Salesforce.com using web services. The project uses iGATE iterative development methodology which is iGATE methodology for cloud based projects

Advance CRM is an implementation of Salesforce.com to avoiding cherry picking of lead. In United States, there is lot of telemarketing rules defined by FTC to protect consumers against unfair or deceptive practices. One such scenario is when to call a Lead.

This implementation is for determining whether it is allowable for an agent to place a call to a Prospect based on the calling time rules for the US State within which the Prospect is located as well as at the Federal level. Typically, the determination is based upon the State defined in the Prospect’s record in the System, but may be based on the Area Code of the phone number being called in the absence of a State being defined. Time of day in the time zone of the Prospect as well as State recognized holidays must be taken into account to determine whether a call may be placed

MetLife BAU (Business as Usual) Team handles the development and production management (PM) of multiple Salesforce applications for MetLife Inc. PM activities ensures that the application runs smoothly and user issues/requests are addressed promptly within the current scope of delivered product, so that there are no service disruptions. Enhancements that are handled by maintenance team are typically small/medium sized change requests to existing application.

The applications supported include Sales Cloud, Service Cloud and Force.com Customized Applications. As of now there are 50+ Salesforce.com applications getting handled in the project.

Below are the tools/enablers used extensively for BAU project:

• Remedy tool features will be used for reporting and preparing metrics
• Knowledge transition plan for hard handshake with AD team
• Knowledge error database and Knowledge Management database for quick reference for resolution
• Awareness sessions on Primary support to resolve incidents Vs. secondary support/coordination role with other teams
• Checklist to onboard new applications
• Checklist to determine the stability of the application post AD deployment
• Metrics data that would enable to review the efforts spend and plan future capacity & performance improvements

MetLife GEB EXPAT Service Cloud project is a Service cloud implementation of Salesforce.com for Global Employee Benefits EXPAT Business. Salesforce.com will be used for storing member information and email to case will be used for case generation. The project also involves Salesforce.com key features like Service Console, Email to Case, Entitlement Process, Assignment Rules and Batch Scheduling using Apex Data Loader. Cases generated will be escalated based on the criteria for different members related to cases. Priority based edition is implemented to enforce the use to work on highest priority case and not any random case