💰 Revenue Cloud – Capita

The Challenge

Capita faced significant revenue leakage and inefficiencies due to manual pricing, billing, and revenue recognition processes. Their disjointed systems across multiple business units led to delays in invoicing, errors in contract management, and difficulties in revenue forecasting. A lack of automation and standardisation created compliance risks and made financial reporting inconsistent

Business Analysis Consultancy Work

🔍 Led discovery workshops with finance, sales, and Product teams to identify inefficiencies in billing and revenue management.
📊 Conducted gap analysis, identifying key areas where automation could eliminate revenue leakage.
📝 Defined functional requirements for automated pricing, contract lifecycle management, and revenue recognition.
📢 Collaborated with technical teams to ensure seamless integration between Salesforce, ERP, and financial systems.

How Salesforce Solved the Issue

We implemented Salesforce Revenue Cloud to:
✅ Automate pricing and billing, ensuring accurate revenue recognition.
✅ Standardise contract and subscription management, reducing manual errors.
✅ Integrate financial data across business units, improving forecasting and compliance.

The Outcome

🚀 Eliminated revenue leakage, with automated billing ensuring timely and accurate invoicing.
🚀 Reduced contract processing time by 40%, streamlining renewals and approvals.
🚀 Improved financial reporting and compliance, providing real-time revenue insights across business units

🔧 Service Cloud – Primark

The Challenge

Primark launched a Click & Collect e-commerce platform but faced customer service inefficiencies. Customers struggled with tracking orders, resolving queries, and managing returns, leading to high support volume and slow response times.

Business Analysis Consultancy Work

🔍 Facilitated stakeholder interviews and workshops with customer service teams to understand pain points.
📊 Analysed customer support workflows, identifying bottlenecks and areas for automation.
📝 Defined business requirements for case automation, chatbot integration, and omnichannel support.
📢 Provided training and documentation, ensuring seamless adoption by customer service agents.

How Salesforce Solved the Issue

We implemented Service Cloud to:
✅ Automate case management, reducing manual ticket handling.
✅ Enable omnichannel support, integrating chat, email, and phone support into a unified system.
✅ Deploy AI-powered chatbots, allowing customers to self-serve for common queries.

The Outcome

🚀 40% reduction in case resolution time, leading to higher customer satisfaction.
🚀 Improved agent efficiency, as automation handled repetitive queries.
🚀 Seamless e-commerce experience, ensuring customers could track and manage orders with ease.