Overview

Challenges

• Inefficient Customer Communication: Customers relied on email and phone calls
  for updates, resulting in delays and limited transparency.
• Lack of Self-Service Options: Clients frequently contacted the support team for basic
  queries and service updates, burdening staff with repetitive tasks.
• Fragmented Collaboration: Internal teams struggled to collaborate on client projects due
  to disconnected tools and data silos.
• Scalability Issues: As the firm expanded, managing customer interactions and
  maintaining service quality became increasingly difficult.

Solution

The firm implemented Salesforce Experience Cloud to create a branded customer portal
that served as a one-stop hub for engagement, communication, and self-service.
Key features included:

1. Customer Portal
   - A user-friendly interface where clients could track project updates, access
   personalized dashboards, and view service reports.
2. Knowledge Base
   - A searchable library of FAQs, guides, and resources reduced dependency on
   the support team.
3. Case Management Integration
   - Customers could raise support requests directly through the portal, with
   automated workflows routing cases to the appropriate teams.
4. Collaboration Tools
   - The firm used Experience Cloud’s collaboration features to connect employees
   with clients for seamless communication and project management.
5. Mobile-Friendly Design
   - A responsive portal allowed customers to access features on any device.
6. Personalized Experiences
   - Leveraging Salesforce’s CRM data, the portal delivered tailored
   recommendations, notifications, and service updates to individual clients.

Results

• 40% Reduction in Support Queries: The knowledge base and self-service tools empowered customers to find
  answers independently.
• Improved Customer Satisfaction (CSAT) by 30%: Clients appreciated real-time access to project updates and faster
  resolution times.
• Enhanced Team Efficiency: Automated workflows and integrated tools allowed employees to focus on
  high-value tasks instead of repetitive queries.
• Scalable Customer Engagement: The portal supported the firm’s growth, enabling it to serve more customers
  without compromising on service quality.
• Stronger Client Relationships: Personalized experiences and transparency strengthened trust and loyalty
  among clients.