Case Study: How KaseSync Transformed Case Management

Client Overview

Industry

Hi-Tech Services

Region

United States

Company Size

8k+ Employees

Featured Solution

Online Community and Support Platform Integration

Context

The customer is a leading provider of business administration & compliance solutions, including services for entity management, fund administration, capital markets, tax solutions, and digital brand/cyber risk protection. They serve a wide range of businesses and organizations worldwide. Despite their strong position in the market, they encountered challenges with their existing Higher Logic Vanilla community & NetSuite setup, such as complex case management, disjointed user experience, and high operational costs. To overcome these, they wanted a solution to unify the two platforms and improve support efficiency.

Business Challenges

The customer faced challenges in delivering superior customer support due to a disconnect between their Higher Logic Vanilla community and the NetSuite platform.

Fragmented Customer Experience

The lack of a unified platform resulted in a fragmented customer experience, forcing users to leave the community and navigate to a separate support platform for assistance.

High Operational Costs

Disconnected systems led to cluttered case management, with support teams juggling between platforms to track and resolve issues. This resulted in workflow bottlenecks, reduced visibility, and increased operational costs.

Manual Case Logging and Tracking

Managing customer interactions and transferring case details from the community to NetSuite required significant manual effort. This increased the risk of data entry errors, leading to follow-ups and inefficiencies.

Complex User Management

User creation, role assignment, and profile updates had to be handled independently in both systems. The repetitive nature of these tasks increased the administrative burden.

Solutions

Online Community-Support Platform Integration

The integration of Higher Logic Vanilla & NetSuite enabled community users to create and track support cases effortlessly. Even the support reps could get a unified view of customer interactions. This allowed them to provide personalized support.

Workflow Automation

The implementation of KaseSync enabled workflow automation, which reduced dependency on support teams for case logging and user updates. This also improved efficiency in case management & improved support operations.

Bi-Directional Data Sync

Support cases and user data were synced in real time between Higher Logic Vanilla and NetSuite, minimizing manual effort and ensuring data consistency across both platforms. This synchronization allowed users to create and track support cases directly from within the community platform, eliminating the need to switch between systems.

Smart Admin Control

A centralized dashboard was provided for the admin to customize the platform, configure settings, manage role-based access, monitor activities, and more, all in one place, empowering the admin to manage everything with ease and efficiency.

Customized Case Forms

We enabled multiple case forms for different product groups, along with customized filters on case listings, streamlining the case management process and improving overall efficiency.

Business Outcome

1. Improved Case Management

The integration of Higher Logic Vanilla & NetSuite streamlined case management, enabling more efficient tracking and case resolution.

2. Enhanced Collaboration & Customer Engagement

Unifying the community and support platform enabled real-time collaboration,
enabling seamless interactions, quicker issue resolution, and stronger customer connections.

3. Lowered Operational Costs

Elimination of duplicate efforts and automation of workflows led to a reduction in administrative costs, allowing resources to be allocated more effectively.

4. Streamlined Support Operations

Integrated workflows and automation reduced manual effort, enabling faster and more efficient support delivery.

5. Elevated Customer Experience

A seamless support journey, from case submission to resolution, enhanced user satisfaction and elevated their experience.

Conclusion

By integrating Higher Logic Vanilla and NetSuite through KaseSync, the customer provided a seamless, unified experience to users. Community members could effortlessly create and track support cases within the community, eliminating platform switches. This integration eliminated system silos, offering support teams enhanced visibility and faster access to vital information. As a result, case handling became more efficient, and the entire customer journey was smoother, more cohesive, and better connected.