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Use case

MIGRATING A SOFTWARE PROVIDER'S CUSTOMER COMMUNITY TO SALESFORCE EXPERIENCE CLOUD
CUSTOMER PROFILE:
  • Industry: Professional Services – Software Provider
  • Product portfolio: Government services software
  • Headquarters: Florida, USA
  • Brand presence: USA and Canada
  • Employees: 1,250+
CHALLENGES
  • Difficulty managing both Jive and Salesforce Customer Community
  • Jive platform wasn’t keeping up with the market
  • Complicated data mapping
  • Jive data sources were siloed into workspaces that could no longer meet business needs
  • Product table couldn’t be mapped directly because Salesforce administrators were using different naming methods for product family, group and line
OBJECTIVES
  • Consolidate the customer community platform
  • Ensure no data or history is lost in the migration
  • Improve data mapping
SOLUTION

Migrated and restructured Jive data into a branded Salesforce Community, including:

  • Substructure to allow product data mapping
  • Data normalization
  • Optimized the UI/UX of the support community
  • Use of metadata to create a crosswalk between data categories and products
  • Branded groups by product
  • Enhanced Coveo searchability by mapping metadata to products
  • Case deflection
RESULTS
  • The software provider’s customer community now properly reflects their brand guidelines and creates a smooth transition between the website and the customer community. With unified data and processes, users have a seamless, branded customer experience. The metadata substructure allows for flexibility in acquiring more product offerings, allowing the administrator to integrate them at their own pace.
TECH STACK
SF experience cloud
SF
SF
THIS SOLUTION MAY BE RIGHT FOR YOU IF YOU:
  • Would like to migrate from Jive
  • Need to accommodate multiple audiences with page variations
  • Have a complex and mature Salesforce org
  • Leverage Coveo search functions to serve up content types
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