Client delivers enterprise-level managed virtualization and cloud services to businesses of all sizes. Company has a Salesforce instance to track information about sells and to manage tasks within the Client's Staff team. Customers support is managed through phone calls and online chat on the website. But sometimes customers don’t have time to make a call or interact via online chat, so it should be possible for them to create a ticket online. To improve services in general a Support Portal is need to be implemented.
Taking into consideration the fact that Client uses Salesforce for business needs it was decided to build Support Portal solution within the same platform. With a help of Force.com sites Custom Portal was implemented where Customers could create a ticket, track it's status and comment it. Ticket is being created and processed in Salesforce. Custom notification scheme was applied to notify assigned Client's Staff team member and Customer about any state changes. Portal has user friendly design similar to Client's website main page and it is optimized for all platforms (desktop, tablet and mobile).
Custom Support Portal solution based on Force.com sites helped to avoid extra expenses for new platform implementation: