Ben Belassie

For Bayer Pharmaceuticals, while working for Mavens Consulting, I was the implementation lead for the delivery of a Medical Events call centre solution, to enable agents to handle incoming engagements from patients and HCPs (medical staff) commenting on Bayer products. The engagements ranged from general product information questions, complaints, through to handling and escalating Medical Events (information about adverse reactions to pharmaceutical products – these processes are highly… Show more

For Bayer Pharmaceuticals, while working for Mavens Consulting, I was the implementation lead for the delivery of a Medical Events call centre solution, to enable agents to handle incoming engagements from patients and HCPs (medical staff) commenting on Bayer products. The engagements ranged from general product information questions, complaints, through to handling and escalating Medical Events (information about adverse reactions to pharmaceutical products – these processes are highly regulated).

The solution included a customised interface for contact search and assignment, multi-channel engagement and agent scripting with question branching using Flow for information gathering. Responses were delivered using Knowledge Base. Show less

I was the project manager for the Salesforce and AWS integration and development for the HI360 project, which was to deliver a public booking website presenting data from the AWS cache, a Salesforce Community Portal for hostel managers presenting data and functionality direct from Salesforce.

We used Amazon Web Services for;
Data cache for performance increase, Integration with multiple external sources for booking availability, Additional resilience, API connection to… Show more

I was the project manager for the Salesforce and AWS integration and development for the HI360 project, which was to deliver a public booking website presenting data from the AWS cache, a Salesforce Community Portal for hostel managers presenting data and functionality direct from Salesforce.

We used Amazon Web Services for;
Data cache for performance increase, Integration with multiple external sources for booking availability, Additional resilience, API connection to Website.

We used Salesforce for;
Primary source of truth for MI reports, Update to and from AWS, Data processing and calculations on the Force.com platform, Management and enforcement of business rules and workflows, Community portal for partner manager interface

Some highlights of the project are;
- Communities Interface – completely customised UI for regional managers
- Complex and flexible ‘product’ configuration built in
- Exact Target integration – we are doing things they did not think possible!
- Image Management
- Payment gateway integration with currency conversion
- Translation into 32 languages
- Huge data volumes and updating to the AWS cache
- Updating every single change of data into the cache Show less

This is a project which has been used by Salesforce as a flagship case study at Salesforce European WorldTour events.

For Telefonica O2 (UK) the project was to deliver a Configure Price Quote solution for the Business Customer division using CloudSense’s proprietary tools for product configuration and complex workflow configuration.

I was the Phase 2 Programme Manager responsible for the deployment of Phase 1 functionality and the planning and delivery of Phase 2. It was a… Show more

This is a project which has been used by Salesforce as a flagship case study at Salesforce European WorldTour events.

For Telefonica O2 (UK) the project was to deliver a Configure Price Quote solution for the Business Customer division using CloudSense’s proprietary tools for product configuration and complex workflow configuration.

I was the Phase 2 Programme Manager responsible for the deployment of Phase 1 functionality and the planning and delivery of Phase 2. It was a multi-business unit delivery, involving liaison with the O2 programme board and the process owners from each of the business units who were having their processes and functional requirements accommodated in the Phase 2 delivery.

The phase delivered a range of functionality, from SSO, integration for payment processing, product configuration for complex mobile and fixed line package creation (handsets, tariffs, insurance, delivery and installation) and complex order processing rules. As well as consultant and developer resource management, I delivered regular programme communications to the client Project Sponsor Board, liaised with business unit owners and conveyed product enhancement requirements and specifications internally to the CloudSense product development team. Show less