Custom support portal

Photo: Custom support portal

Services & Solutions

Business challenge:

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.

Solution

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).

Business value

Custom Support Portal solution based on Force.com sites helped to avoid extra expenses for new platform implementation:

  • all the data is still being processed within one system and there is no need in further integrations between Salesforce and any other platform for Customers Support;
  • throughput time for each ticket (case) is increased because it is being tracked and solved within Salesforce;
  • user-friendly design allows Customers to share additional information like videos and screenshots from any device.

Recent work