20 set - Italia
Edvwerke
EDV Werke is looking for a Salesforce Case Management Efficiency Consultant.
Working Model: On-site – Milan, Italy
B2B Contract
Workflow Analysis & Assessment – Observe and document customer service workflows across CRM case management, email, and voice channels to identify inefficiencies and operational friction.
Process & System Mapping – Map current processes, system interactions, integration points, and agent activities to identify unnecessary steps, system switching, and additional workload.
Diagnostic Evaluation – Assess adoption levels, training effectiveness, technology gaps, existing automations, and integration issues while distinguishing quick wins from structural improvements.
Optimization Recommendations – Propose process, technology, integration, training, and adoption improvements while identifying opportunities to increase productivity and streamline customer service operations.
Productivity & Scalability Analysis – Quantify potential productivity gains, assess implementation feasibility,
and evaluate whether proposed improvements can be scaled effectively across multiple markets.
Stakeholder Engagement & Reporting – Work directly with customer service teams and leadership on-site, present findings and recommendations, and provide insights supporting future transformation initiatives.
Process Optimization Experience – Proven experience in business process optimization, operational efficiency, or systems consulting, with a strong focus on identifying and reducing operational friction.
Customer Service Operations – Hands-on experience in back-office customer service environments, with practical understanding of agent workflows and day-to-day operational challenges.
CRM & Case Management Knowledge – Familiarity with CRM platforms, case management systems, or related customer service solutions and their role in supporting operational processes.
Italian Language Skills – Fluent Italian language skills, enabling effective on-site communication with custome
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