Workshop sheet · Annex to Ref. ST-2026

L'Occitane Group: One change approval path for Service Cloud

Headquarters and APAC changes met each other in production.

Client: L'Occitane Group
Years: 2023-2024
Role: Service Cloud delivery, Japan and France
Scope: Service Cloud in Japan and France, and the approval of changes between headquarters and APAC

A sheet of paper on a wooden desk, covered in handwritten ticks and crossings-out — **Exhibit A** · Annotated checklist on a desk, illustrative photo

Context

L'Occitane Group runs its customer service on Service Cloud. This delivery covered two markets, Japan and France.

Change requests came from two directions: headquarters, and the teams in APAC. Both had good reasons. When nothing makes two lists of changes meet early, they meet in production.

Role

I was in charge of the Service Cloud delivery for Japan and France, remotely from the start.

I kept the work when I moved to Seoul in March 2024. The move changed nothing in the delivery. The engagement ended in October 2024.

What happened

The answer was one path for every change, whoever asked for it: a written request, weighed against the others, approved once, then built and deployed.

Headquarters kept the decisions that touch every market. The local teams kept a clear way to ask for what their market needed, and to see where their request stood. Japan and France went through the same path, so a change for one market was checked against the other before it reached the org.

Outcome

One approval path for changes between headquarters and the APAC teams, used by both markets.

Decisions that touch every market stayed with headquarters. Each market kept a way to ask for its own.

What I teach from it

This programme feeds the change-management part of ADX211: sandboxes, change sets, and who approves a change before anyone deploys it. The case I give the group is this one: two teams, two lists of requests, one object.

It also feeds the Service Cloud setup in ADX261: queues and routing, so that a case reaches the right team in the right country.

Next step

Your programme looks like this one, or your teams need the course it feeds? A first call is enough to see whether I fit.

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