Case Study
Drupal to Salesforce
Lightning Migration
COMMUNITY CLOUD
The Challenge
Support portal’s incompatibility with the Drupal powered community
Lack of support for users who didn’t speak English
Not an arranged Knowledge Base (KB)
Basic User Interface
23%
Increase in CSAT
32%
Improvement In Case Deflection Rate
52%
Increase In Customer Engagement
Objectives
Increase CSAT
Improve Case Deflection Rate
Increase Customer Engagement
Solution
Drupal to Salesforce Migration
Migrated their Drupal-powered community to Salesforce (Lightning-ready) and categorized the Knowledge Base
Support Portal Integration
Integrated the support portal into their community to let customers track their cases
Search Solution Deployment
Deployed our federated search solution in their community to facilitate simultaneous search from multiple sources