A new fully-branded customer support portal for customers to self serve and raise cases, and well as view and pay bills.
- CLIENT Telecommunications
- YEAR 2017
- WE DID end-to-end implementation
- PARTNERS Oe:gen
- CHALLENGEThe existing customer portal was built on a legacy CMS platform requiring bespoke skills, and high costs, to integrate into Salesforce. Customers could only raise their cases using unauthenticated web forms and couldn't self-serve due to security restrictions. The cost of maintaining an outdated CMS platform, and the effort required to re-brand, was unsustainable.
- VALUE/RESULTSA platform wrappered by the standard Salesforce data model put any security concerns to rest, and fast development and deployment ensured that return on investment was fast. Cost of maintenance is low and changes can be implemented quickly.
- CATEGORY Community Cloud
- TAGS Contact Deflection , Improved CSAT/NPS