STIB has, in recent years, implemented Salesforce as its reference CRM platform, notably through the Sales Cloud and Service Cloud solutions.

Service Cloud – RUN Customer Care

Since its go-live, Service Cloud has been used by the Customer Care department to manage customer interactions and requests coming from different contact channels.

The scope notably includes:

• The management and follow-up of customer cases (Cases).
• The processing of contact forms and exchanges via email.
• The integration of various data sources to enrich customer information.
• The operational monitoring of Customer Care activities by means of dashboards and performance indicators.
• The continuous improvement of business processes and user experience.

In this context, the functional consultant ensures the stability of the solution, supports business users, and oversees the continuous evolution of the platform.

The functional consultant will be responsible for:

• Analyzing business needs and collecting requirements.
• Functional design, configuration, and parameterization of Service Cloud evolutions.
• Drafting user stories, functional specifications, and documentation.
• Functional validation of developments and coordination of test phases (SIT and UAT).
• Supporting business users and managing change requests.
• Preparing and monitoring releases.

Service Cloud – Automation of “Attestation de retard” Forms

As part of its continuous improvement and operational optimization strategy, STIB is launching a project aimed at automating the processing of “attestation de retard” requests submitted by customers via contact forms.

The objective is to reduce manual interventions, improve processing times, and ensure a smoother and more consistent customer experience by automating processes in Service Cloud.

The project notably covers:

• Analysis and mapping of current processes related to attestation requests.
• Identification of automation opportunities and definition of business rules.
• Designing user journeys and automated processes in Salesforce.
• Integration with the systems and data sources required to validate requests.
• Configuration and implementation of the necessary Salesforce functionalities.
• Functional validation, test coordination, and support for users during solution adoption.
• Definition of monitoring, control, reporting mechanisms, and performance indicators.

Service Cloud and Sales Cloud – Support and Evolutions

In addition to RUN activities and the automation project, the consultant provides cross-functional functional support on STIB’s Salesforce Service Cloud and Sales Cloud platforms.

Activities include:

• Incident management and business-level functional support.
• Analysis of corrective maintenance requests.
• Backlog management and prioritization of evolutions.
• Coordination with development, architecture, and operations teams.
• Maintenance of operational procedures.
• Contribution to the continuous improvement of CRM, Customer Care, and B2B processes.