Professional Work · Transformation Case Study
Billing Transformation
Contributing to the modernization of Salesforce Cloud by delivering CRM capabilities that streamlines customer servicing, standardized business processes, and supported large-scale operational transformation across retail and contact center teams
CRM Strategy
Process Design
Transformation
Product Management
Backlog Ownership
User Stories
KPI & OKR Tracking
Agile/Scrum
Role
Product discovery, backlog prioritization, stakeholder collaboration and Agile Delivery
Focus
Designing scalable Salesforce capabilities to simplify processes while improving agent efficiency
Outcome
Reduced operational complexity and enabled measurable improvement in agent efficiency
How the work came together
Pre-Bill Charge Adjustment
Customer billing concerns often require adjustments before an invoice is generated. Previously, retail agents relied on fragmented processes and manual coordination with downstream billing systems resulting in inconsistent handling, longer resolution times, and unnecessary operational effort.
As the Product Owner, I led the design and delivery of Pre-Bill Charge Adjustment capability within Salesforce Service Cloud. The objective was to empower retail agents to resolve eligible billing issues directly within CRM while maintaining the financial governance and approval controls required by the business.
Working closely with business stakeholders, architects, developers, QA and billing teams, I translated business requirements into features, user stories and detailed acceptance criteria. The solution introduced a streamlines adjustment experience that allowed agents to create charge-level pre-bill adjustments, validate adjustment amounts, capture standardised adjustment reasons and support legacy broadband billing scenarios.
Because billing adjustments directly impact customer accounts and revenue, governance of a key design consideration. The feature incorporated role-based permissions, automated validation rules, approval routing, and processing status management to ensure adjustments were accurate and fully traceable.
Beyond defining the product requirements, I coordinated integration readiness between Salesforce CRM and downstream billing systems, managed cross-team dependencies, supported release planning, and drove production deployment activities to ensure a successful rollout.
Business Impact
The implementation significantly improved operational efficiency by reducing manual billing intervention and enabling retail representatives to resolve customer issues more quickly during the first interaction. The standardised workflow also introduced stronger governance and consistency across adjustment processing
Measurable Outcomes
-> Reduced average adjustment processing time by 1 minute per transaction (from approx. 3 minutes)
-> Generated estimated $12,686 in annual savings for Broadband adjustment processing
-> Supported over 474,000 wireless adjustments, creating an annual productivity benefit of approximately $208,788
-> Improved First Contact Resolution through faster issue handling within Salesforce
-> Established a scalable and governed adjustment process across retail operations
Key Learnings
This initiative demonstrated the importance of balancing operational efficiency with financial controls in enterprise CRM systems. It reinforced the value of designing scalable workflows, managing dependencies across multiple enterprise platforms, and delivering measurable business oitcomes through product led digital transformation
Below Images show the entire flow designed for Pre-bill adjustments
