Award-winning project
for the
Best IT Project in Cloud Computing 2023
Custom Salesforce Component
Generali Group
Generali Group is an Italian insurance company based in Trieste. It is the largest of its kind in Italy and among the top ten largest insurance companies in the world by net premiums and assets. The company has 82,000 employees worldwide and was valued at $40 billion.
Project Overview
Generali implemented Salesforce CRM to handle some of its business operations and needed to integrate its cloud telecom provider within Salesforce. The goal was to make and receive regular phone calls from the Salesforce interface itself, without using any other software, increasing their call center effectiveness which wouldn’t have to hop around different applications while handling a customer call.
Requirements
- Implement a custom Lightening Salesforce Call Center component with a built-in WebRTC phone
- Trigger a call from the built-in phone when clicking any phone number within Salesforce CRM
- Allow users to hold, blind transfer, assist transferring, and record calls
- See within the Salesforce component, all call center agents and their statuses (available, unavailable, or on-call)
- See the history of all incoming and outgoing calls with their dates and time
- Synchronize Salesforce Omnichannel status with the status of third-party services used in Generali
- Automatically open a Salesforce contact or case (configurable) during incoming and outgoing calls to automate call center agent’s repetitive work
Solution implemented by Codewow
Developing a Salesforce component might be overwhelming, especially in a complex scenario with several moving parts, different technologies, and a built-in VoIP softphone.
The team
Codewow assigned a Senior Development Team with extensive expertise in Salesforce components, supported by backend developers, DevOps specialists, UX/UI designers, a QA team, and a Project Manager to manage the project from start to finish.
Design
Our UX/UI designers created wireframes for all the necessary interfaces based on the client’s requirements. After client approval, we developed high-fidelity mockups that aligned with the UI of the client’s internal products, ensuring a consistent brand identity.
Development
Once the designs were approved, we transitioned into the development phase using the SCRUM agile methodology. We delivered incremental updates based on the client’s prioritized list of features.
Technologies used
- Salesforce API
- Salesforce APEX
- Salesforce CTI Adapter (Softphone)
- Salesforce Process Builder
- AWS API Gateway
- AWS Lambda
- Third-party APIs for custom integrations
Quality Assurance
In parallel with development, our QA team defined, documented, and executed all testing routines to ensure each update was fully functional. Thanks to our meticulous testing process, we avoided production errors and rollbacks, despite the project’s complexity.
Awards
The project was awarded as the Best IT Project in Cloud Computing at the Platinum Contact Center Awards in 2023.
Conclusion
A challenging project successfully delivered with exceptional results and wide industry recognition.
- Cost: The client achieved a 40% cost reduction compared to hiring a specialized local team.
- Functionalities: All requirements were met.
- Quality Assurance: ZERO rollbacks or production errors.
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