How one telecommunications company is transitioning towards full consolidation on the Salesforce platform
Company C creates innovative access networks for communications service providers and is a global leader in their field. With a wide range of access system products and services, Company C leverages their expertise to invigorate the service offerings of their clients. Company C has six customer-facing portals, and they had built out a plan to bring all portals onto the Salesforce platform.Traction and Company C began working towards migrating their legacy portals onto Community Cloud, and have successfully transitioned two of their portals.
The Salesforce Vision
Company C identified Salesforce as the optimal platform for their customer-facing portals due to its user-friendly interface (UI), superior customer support and scalability. The first legacy portal to be migrated was a service website running on a discontinued edition of Service Cloud Customer Portal, leveraging a custom mobile app. Custom work was required to maintain the portal, leading Company C to devote a substantial amount of resources to the upkeep and maintenance of the service portal and its mobile app. A second customer portal leveraged the Lithium platform, which held its own challenges – unresponsive customer support being the most problematic. Company C’s vision for their online platforms included easy access and navigation, allowing customers to enjoy a consistent and branded experience with minimal effort.
Over the course of the two projects, Traction implemented two Customer Communities leveraging the Customer Service Template. All user data and portal functionality was migrated onto Salesforce, allowing Company C’s customers to continue to leverage the same content that they had enjoyed previously, including login data, gamification and Discussion posts. Custom-branded SSO was built so that Company C’s customers can easily move between their various online services. Now, Company C is providing their customers with an online experience that is attractive and on-brand, all while reducing their own upkeep costs thanks to increased customer support and the stability of the Salesforce platform.
Project Insights from Nelson Liu, Strategic Solutions Manager at Traction
This was the first time the Traction team conducted a migration from Lithium. Though challenging, migrating off of Lithium during the project allowed us to build an understanding of the platform that we can leverage in future projects where it might be necessary to migrate from or integrate with Lithium.
A Note from the Support Media Director at Company C
“This project was the second phase of a three-phase plan to build a comprehensive support experience for our customers. We had two environments that we wanted to bring into Lightning Communities and following our two engagements with Traction, we’re now ready to move to the third phase and finish executing on our vision. Already though, working with Salesforce has provided us with far more managerial support. We’re now able to leverage contributions beyond just our support team, with Marketing, Customer Success and Sales all contributing and engaging with us. This is helpful for our customers because they now have a deeper pool of experts to rely on.”