Challenge
An Australian energy company serving 1.7 million customers faced inefficiencies in call center operations, with staff relying on multiple systems to access customer information. The company needed a modern CRM solution and robust testing to streamline processes and improve service.
CPT Global’s Actions
- Managed testing for the Agile delivery of a Salesforce-based case management tool.
- Embedded a Senior Test Manager within the scrum team for seamless collaboration.
- Developed a Test Strategy and criteria for evaluating automation frameworks.
Results
- Delivered the Salesforce case management tool efficiently through Agile test management.
- Enhanced testing processes with a customized strategy and automation framework criteria.
- Laid the foundation for improved customer service and streamlined workflows.
By partnering with CPT Global, the company improved efficiency, adopted Agile practices, and modernized customer service delivery.