EDV Werke is looking for a Salesforce Case Management Efficiency Consultant.
Working Model: On-site – Milan, Italy
Form of cooperation: B2B Contract
Tasks:
- 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.

Must-Have Skills:
- 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 lan

📌 Salesforce Case Management Efficiency Consultant EDV WERKE AG Building on experience, results and commitment. (Milano)
🏢 Edvwerke
📍 Milano