Pallvi Grover

The premise of this product is to make the customer experience better and more secure with an automated-and-methodical system involving verification, identifying the customer need, routing it to the correct agent, assigning a specific process, and documentation.

Product Process:
1. First customer identification is verified.
2. The customer can then request to make changes to the policy or personal information.
3. The activity is noted and then converted to a case which is then assigned to the appropriate agent.
4. The agent follows a guided process to fulfill the customer's request.
5. The case is then closed and marked as complete.

In this project, the client already possessed CRM data in an existing CRM-based application (e.g., SugarCRM) and wanted to migrate the entire system into Microsoft Dynamics 365.

I first gathered customer requirements to understand the existing implementation and leveraged an out-of-the-box functionality to develop multiple proofs of concept (PoCs). In the Microsoft Dynamics 365 sales module, the leads are converted into opportunities. Chartwell Consultants' customers are in the forestry domain (the area where their potential leads are).

Culver Capital is a goal-metrics application implemented in Microsoft Dynamics CRM 2013 which allows employees to set their weekly goals. We built an escalation hierarchy into the system to remind the employees to set their goals while keeping their managers in the loop.

I developed custom workflows to cater to the email dispatch functionality. I also embedded web resources into the form for effective visualization and management of the goals.