As part of a consulting team, I streamlined a fragmented help portal, consolidating outdated technologies into a seamless and user-friendly platform.
Challenge
Two merged companies needed a customized Salesforce case management system to align with new marketing messaging and integrate legacy customer data.
Discovery
Led a discovery phase with competitor analysis and 40+ user research sessions to understand user needs.
Solution
The system introduced a wizard interface with an article knowledgebase for case deflection and integrated search results from various sources.
Integrated Search:
Enables unified search results from community forums, knowledge base, and documentation
Enables unified search results from community forums, knowledge base, and documentation
Contextual Knowledgebase:
Allows users to view articles within the context of their cases and suggests relevant content.
Allows users to view articles within the context of their cases and suggests relevant content.
Results
The upgrade improved customer engagement and support efficiency, reducing the need for case creation. This case study showcases a successful solution for merging companies, enhancing customer interaction within a unified platform
