From Chaos → Clarity ⚡
How I transformed a broken appointment system into a fast, reliable experience for 100K+ users.
Before
😩 "Booking takes 14 days..."
🔐 "Why login again??"
😩 "Booking takes 14 days..."
🔐 "Why login again??"
After
🚀 "Booked in 3 days"
⚡ "No friction. Just works."
5x
Faster
Saved / year
$500K
100K+
Users
🧩 Context
Salesforce Service Cloud ecosystem supporting 100K+ customers and 4K support engineers, relying on fragmented and unreliable scheduling tools.
🎯 Mission
Fix a broken scheduler and deliver a fast, reliable, and scalable booking experience.
⚠️ Challenges
-
Unusable legacy tool
-
Heavy third-party dependencies
-
Multiple teams misaligned
-
Calendar sync failures
-
High pace project
🧠 What I Did
-
Led 5+ cross-functional teams
-
Managed 103 stories (~270 SP)
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Aligned H&T, Einstein & Google teams, screenmeet partner
-
Removed external dependencies
-
Improved delivery governance
⚙️ Solution
Built a fully Salesforce-native Appointment Scheduler with seamless booking, real-time calendar sync, and zero external authentication.
📈 Impact
⏱️ Booking time reduced from 14 → 3 days
💰 $500K annual savings
⚡ Faster case resolution
😊 Higher user satisfaction
😏 Agentforce
We moved Appointment Scheduler to Agentforce...and everything just works better!