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Project Overview

The company’s public university’s online community platform that is designed to facilitate students, faculty, and staff members of the university to connect through various online channels such as forums, chats, and social media. It also serves as a hub for students to collaborate, learn, and engage with one another and the university community. The company’s online community also provides a platform for the university to share news and announcements, promote events, and gather feedback from students.

Challenges

  • The client needed a source that catered to a better way of engaging and interacting with their customer and enabling self service capabilities 
  • The company was in a crucial need for a central repository for staff to access customer enquiries 
  • They needed to replatform the legacy knowledge management system and transition to Salesforce to utilise new technology, and retire older, obsolete products 
  • There was no functioning portal for the customers to self serve, as well as raise questions 
  • Also, the internal teams were unable to process enquiries containing sensitive security information

Solution

  • The solutions implemented by the team enabled self service, and also leveraged their existing Salesforce Service Cloud investment 
  • We provided a strong business engagement the the company in order to ensure that the solution removed key pain points for the organisation and took advantage of the capabilities included with Salesforce 
  • We utilized the declarative programming wherever possible to provide succinctness and improve readability and usability 
  • The use of lightning components also facilitated in enhancing the user interface of the platform.

Result

  • The solution provided by us increased the processing efficiency and customer engagement through a restructured knowledge platform with enhanced user interface 
  • The elimination of the outdated products and the implementation of streamlined services helped to cut unnecessary costs 
  • Engagement with a larger audience segment was facilitated with the addition of self serve options and the ability to ask questions when required.
  • Enhanced staff efficiency by providing a 360 view of the customers, and their enquiries, all in a centralised platform 
  • Overall we provided an engaging customer interface platform which enhanced usage frequencies and customer experience

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