Streamlining Customer Support and Amplifying Engagement With Higher Logic Vanilla-Salesforce Integration
Industry
Hi-Tech Services
Region
United States
Company Size
5k-10k Employees
Featured Solution
Online Community and Support Integration
The company faced the challenge of delivering efficient customer support and boosting user engagement due to a gap between its support platform and online community.
Users were scattered across their community and support platforms, making it difficult for both customers and support reps to manage and track cases.
Customers struggled to access real-time updates on their case statuses, leading to dissatisfaction.
The email-based support system was not designed to efficiently categorize or prioritize cases, resulting in prolonged resolution periods.
End users struggled with engagement and providing feedback as the disjointed systems hindered seamless support and effective interaction.
We suggested setting up a Higher Logic Vanilla online community to collect feedback, ideas, and suggestions for improving products and services.
We integrated their Higher Logic Vanilla community with Salesforce using KaseSync, enabling direct case creation from the community and improving support efficiency.
We introduced categorization for cases by adding custom fields, allowing community users to specify whether their submission is a ‘support request’ (requiring immediate assistance) or a ‘feature request’ (for product improvements). This structured approach ensured more efficient case handling and prioritization.
A tailored workflow was implemented for each case type, which automatically routed support requests for priority assistance, while feature requests would go to the product team for evaluation. This automation streamlined case handling, reducing resolution time and ensuring cases reached the appropriate teams more quickly.
Enabled real-time case status updates for both support teams and customers through bi-directional data sync. This ensured transparency and improved user satisfaction.
The community-support platform integration streamlined support by eliminating the need to switch between platforms.
Community users were able to easily raise support requests and track case statuses, leading to higher satisfaction levels and better engagement.
The categorization and custom workflows sped up case resolution time. With better prioritization for support and feature requests, case management improved drastically.
The integration allowed support reps and community users to collaborate seamlessly. Furthermore, the real-time updates ensured transparency and more effective communication.
Successful Community Setup for Improved User Engagement
Better Customer Insights With Efficient Data Synchronization
Enhanced Priority Support With Case Categorization
Reduced Case Resolution Time With Custom Workflow
Datasheet
Transform Your Customer Service Delivery by Integrating Higher Logic Community & Salesforce CRM
View Datasheet"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
