Overview

A mid-sized professional services firm with 200 employees and a growing customer base needed a better way to engage clients, streamline service delivery, and provide self-service options. They implemented Salesforce Experience Cloud to build a centralized digital portal for customers and employees.

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.