Enhancing Customer Support
Efficiency by 37% With
Higher Logic Vanilla and
Salesforce Integration
Industry
High-Tech Services
Region
United States
Company Size
5k-10k Employees
Featured Solution
Community and Support Integration
The customer faced challenges with case management, effective support delivery, and low user engagement due to the disjointed setup of their Salesforce and Higher Logic Vanilla platforms.
The disconnect between the community and support platforms led to challenges in case creation and limited customization options, hindering the customer’s ability to efficiently manage support requests.
The lack of a rich text editor and the 25 MB file upload size restriction hindered effective communication, affecting overall support quality.
The lack of flexibility to edit CC users on cases caused poor communication flow, limiting the ability to involve relevant stakeholders.
The customer also struggled with managing duplicate contacts, which affected the accuracy and efficiency of their customer interaction process.
The absence of an intuitive admin panel for configuration created challenges in managing settings independently, adding professional service costs.
The integration of Salesforce and Higher Logic Vanilla enabled community users to create cases and add comments, while support reps could reply directly from the Salesforce platform. This streamlined communication and resolved duplicate contacts, enhancing overall efficiency.
The customer can now easily manage and edit CC users on a case, improving communication and stakeholder engagement.
The addition of a rich text editor allowed the support team to provide more comprehensive and formatted responses, ensuring clearer communication and boosting overall customer satisfaction.
The 25 MB file size limitation on file uploads and attachments was removed with KaseSync, which improved the ability to share larger files for troubleshooting and collaboration.
An easy-to-use admin panel was implemented, allowing the customer to configure settings and screens independently, eliminating the need for additional professional services.
We provided tailored partner support through KaseSync to meet the specific needs of the customer for a flexible and efficient support system where partners can submit cases on behalf of their customers.
Salesforce licensing costs were reduced as users were able to access support directly through the Higher Logic Vanilla community platform.
The integration of online community and support platforms streamlined case management, boosting operational efficiency and enabling faster, more effective resolutions.
By automating tasks and reducing manual effort, the support team was able to handle more cases in less time, thereby boosting productivity.
The integration of RTE, removal of the 25 MB file upload limit, and the ability to edit CC users on cases greatly improved collaboration, leading to enhanced communication and higher customer satisfaction.
Streamlined Support
Operations
Improved Communication &
Stakeholder Involvement
Expanded File
Upload Capabilities
Improved Case
Resolution Efficiency
Case Study
Streamlining Customer Support and Amplifying Engagement With Vanilla-Salesforce Integration
View Resource"Team Grazitti helped us revolutionize our ASC Support Portal! Their 'Mark as Resolved' functionality is exceptional, saving us valuable time and effort by allowing direct case closures. The 'CC to Case' feature is a huge win, enabling us to add all necessary stakeholders from the start and significantly simplifying our workflow. We're proud to see such impactful improvements in our processes!"
Sean Morris
Senior Manager at D2L
