How one telecommunications company is transitioning towards full consolidation on the Salesforce platform
The telecommunications company had been running an outdated and functionally limited service portal:
Their service website (Service Station) had been running on a discontinued version of Service Cloud Customer Portal – (accessed via one of six portals on their website). They were unable to leverage updates as Salesforce no longer released them for the product. The Service Station required hard coding to update requiring the allocation of significant resources.
Complex multi-sign on process:
Employees had to login at the first portal but were subsequently forced to authenticate again in Salesforce. This meant that they spent more time navigating between login screens and less time servicing customers.
The design of the legacy portal had grown stale:
Calix felt that the design was not representative of their brand and had the potential to negatively impact their brand image. Customers utilized the portal directly, so Calix was not leveraging their Customer Portal as a means to reinforce a positive brand image.
Mobile access relied on a cumbersome app:
Calix had developed their own Service Station Hybrid Mobile App which demanded resource allocation in order to keep it up to date. They had the functionality that they wanted from the app, but at a high resource cost.
Calix migrated onto a templated Customer Community:
Leveraging the native Customer Service template in the migration process, Calix is gaining the increased functionality of the Customer Community. One such feature of the Customer Service template allows customers to submit a case to support, a vital function for Calix.
API with Oracle was leveraged more effectively:
Order information is imported into Salesforce, allowing users to see all orders within their associated account. The existing Oracle integration can also be leveraged for Query and Case creation functions within the Community.
Traction connected the app login from Salesforce IDP (identity provider):
Single sign-on (SSO) was implemented to remove the redundant process of employees authenticating their login credentials twice. Employees are now directly sent to the SFDC login page to authenticate their credentials.
Traction leveraged the Admin console and custom Lightning components:
Custom styles and branding with Lightning components were developed and displayed within the Community. These components give Calix the ability to Query for Orders and Review Order Line Items from Oracle. Custom VisualForce pages were also created to take customers through Case Creation.
Traction leveraged the Customer Service template and Salesforce1 to support mobile optimization:
Mobile optimization is built natively into the Customer Service template and Salesforce1, so Calix’s custom mobile app is no longer necessary.
Reduced technology debt:
Calix previously needed to allocate time and resources maintaining their Service Station Customer Portal as well as their custom mobile app. Case information can now flow directly to Salesforce, saving time dedicated to data entry. With everything built into Salesforce, Calix can rely on Salesforce updates to perform maintenance they had previously needed hard coding to complete.
Faster and more efficient authentication:
SSO enables employees to authenticate a single time so they can spend less time in login screens and more time leveraging the Customer Community to provide service to customers.
Improved brand representation and customer experience:
Better look and functionality for customers and employees to improve overall experience across all user bases.
Optimized mobile access to the Customer Community:
Calix no longer needs to spend resources building and maintaining their mobile app as it is all done through native features of the Customer Service Template.
Users are being trained for future Communities:
With more Communities planned, this initial Community rollout allows users to adapt to the platform so that future releases will have minimal impact on their experience. The profiles and logins of these users can also be leveraged for future Communities.