CentralSquare is an industry leader in public safety and public administration software, serving over 7,500 organizations — from the largest metropolitan city to counties and towns of every size. The company’s software impacts the lives of 3 in 4 citizens across North America.
The company was using Jive and Salesforce Customer Community to house knowledge and provide customer support, but data sources were siloed, naming methods weren’t standardized and data mapping had become complicated. The system was no longer meeting business needs, and CentralSquare needed to improve its management of knowledge. CentralSquare turned to OSF to consolidate to one streamlined platform without losing data or history.
OSF migrated and restructured Jive data into a branded Salesforce Customer Community, leveraging Salesforce Experience Cloud, Salesforce Service Cloud, Salesforce Knowledge and Coveo. We built a branded, mobile-friendly Salesforce Community that includes product data mapping, data normalization, crosswalks between categories and products, and branded groups based on specific products and personas. With this updated UI/UX, customers can now self-serve, leading to higher case deflection for CentralSquare.