Customer 360 platform integrating claims and policy data with Salesforce for a regional insurance and public-sector program.
Technical Lead & Scrum Master · Enterprise multi-team program
Challenge
Fragmented CRM data across contacts, leads, opportunities, and claims with swivel-chair integrations between core systems.
Solution
Technical Lead and Scrum Master for a Customer 360 platform: unified CRM view, core-system integration, OmniStudio Data Raptors, Sales Engagement cadence management, and an executive reports and dashboards suite.
Contacts, leads, opportunities, and claims lived in separate systems — forcing teams to swivel between tools and preventing a trustworthy single view of the customer.
I served as Technical Lead and Scrum Master, driving discovery, sprint cadence, and the Salesforce architecture for a unified Customer 360 initiative.
OmniStudio Data Raptors harmonized data from core insurance platforms while Sales Engagement powered coordinated outreach and follow-up cadences.
Results
Eliminated swivel-chair work, unified customer view, and improved decision-making visibility for leadership teams.
- Eliminated manual swivel-chair data lookups
- Single trusted customer view across sales and service
- Leadership visibility into pipeline and claims metrics
Key Deliverables
- Customer 360 Salesforce architecture and integration design
- OmniStudio Data Raptors and integration procedures
- Sales Engagement cadence configuration
- Executive dashboards and operational reporting suite
- Scrum ceremonies and cross-team delivery coordination
Technologies Used
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