Customer Overview
Customer sought to modernize and streamline its HR operations. With numerous HR processes (hiring, onboarding, staffing changes, and employee inquiries) the organization needed a centralized, automated way to manage HR cases and improve collaboration across departments.
The Challenge
Employees lacked a structured, reliable method to request financial support or track the progress of those requests. Manual handling, often through email chains or ad hoc messages, resulted in:
- Slow processing of Accounts Payable, P-Card, and T&E Card requests
- Limited visibility for employees on request status
- Inefficient routing to the correct finance team members
- Repetitive follow-ups and inconsistent communication
The organization needed a streamlined, automated platform powered by Salesforce Service Cloud to manage these critical finance support interactions.
The Solution: A Centralized Finance Support Platform Built on Salesforce
Our Salesforce consultants team designed a tailored Salesforce Service Cloud solution that modernized how finance support cases were created, routed, and resolved.
Key Capabilities Delivered
- Custom Finance Case Management Application
Built a Salesforce Service Cloud application to manage Accounts Payable, P-Card, and T&E Card requests with structured fields, document uploads, and standardized workflows.
- Employee Self-Service Portal (Experience Cloud)
Designed a modern, user-friendly portal where employees could submit requests, attach required documentation, and track status in real time.
- Automated Case Routing
Configured workflow automation to route each case directly to the appropriate finance team member based on request type, department, or predefined rules.
- End-to-End Notifications & Updates
Implemented automated communication to keep employees, managers, and finance teams informed at every stage of the case lifecycle.
These capabilities transformed the organization’s finance support processes into a streamlined, transparent, and highly efficient operation.
The Results
- Faster Finance Support Processing
Automated case creation, routing, and workflows reduced delays across AP, P-Card, and T&E requests.
- Real-Time Visibility for Employees
Employees can now track request status and updates directly through a self-service portal.
- Reduced Manual Work and Follow-Ups
Structured workflows and automated notifications minimized email chains and repetitive coordination.
- Improved Employee Experience and Scalability
A centralized, intuitive platform improved finance interactions and created a scalable foundation for future enhancements.
With our help organization successfully modernized its finance support operations. The new centralized platform brought automation, clarity, and consistency, creating a scalable foundation for future process improvements and digital transformation across finance teams.