From Complex Content Navigation to an Intuitive Global Knowledge Experience
❌ Before: Customers relied heavily on support teams for billing inquiries, payment updates, invoice access, and account administration.
✅ After: A centralized self-service billing portal enabled customers to independently manage billing operations, account information, invoices, payments, and user administration.
💡 Result: More than 56.4K user logins, 7,254+ customer hours saved, 14.4% case deflection, and thousands of billing-related transactions completed through self-service.
How Oktana Did It
For organizations dedicated to knowledge sharing, delivering valuable content is only part of the challenge. Equally important is ensuring users can easily discover, navigate, and consume that information in meaningful ways.
As a global nonprofit dedicated to helping cities move faster and further on climate action continued expanding its digital knowledge resources, the organization recognized an opportunity to improve how users interacted with climate-related content across its Knowledge Hub and Vault platforms.
The existing experience contained a wealth of valuable information, but navigating complex topics and interconnected resources could be challenging for users. At the same time, maintaining content visibility, multilingual consistency, and site administration required additional flexibility.
To address these challenges, a global climate leadership organization partnered with Oktana to modernize the platform’s user experience, improve content discoverability, and empower internal teams with more effective content management tools.
The result was a transformed digital experience that makes climate knowledge easier to access, manage, and scale.
The Challenge: Making Complex Knowledge Easier to Explore
Knowledge platforms often face a common problem: as content libraries grow, finding the right information becomes increasingly difficult.
The organization needed a solution that would help users navigate extensive climate-related resources while maintaining a consistent experience across regions, languages, and devices.
Key challenges included:
- Large volumes of interconnected content
- Limited mechanisms for guiding users through related topics
- The need for stronger content discoverability
- Maintaining a consistent global brand presence
- Supporting multilingual audiences
- Reducing reliance on technical teams for content management
The organization wanted to create an experience that would help users engage more deeply with content while giving administrators greater control over how information was presented.
The Solution: A Modern Knowledge Hub Designed Around User Experience
Oktana redesigned key aspects of the platform using Salesforce Experience Cloud, focusing on content organization, usability, and administrative flexibility.
Guided Content Sequences for Better Knowledge Discovery
One of the most significant enhancements was the creation of a custom content-grouping system that allows related articles to be organized into structured learning paths.
Rather than requiring users to search independently for connected information, the platform now presents content as logical series that guide users through complex topics step by step.
This approach helps users:
- Discover relevant content more easily
- Explore topics in a structured way
- Navigate large knowledge repositories
- Engage more deeply with educational resources
To better understand how visitors interact with content, Oktana also integrated Google Analytics 4, providing visibility into user behavior and topic engagement across the platform.
These insights help the organization continuously optimize content strategy based on real usage patterns.
A Modernized User Interface and Global Brand Experience
To create a more cohesive and professional experience, Oktana refreshed the platform’s visual design and user interface.
The redesign included:
| Enhancement | Business Value |
| Modern typography | Improved readability |
| Responsive layouts | Better mobile and desktop experiences |
| Consistent branding | Stronger global identity |
| Multilingual support | Seamless international experiences |
The implementation of the Figtree font and updated visual standards ensured that users receive a consistent experience regardless of language or location.
Integration with multilingual capabilities helped preserve brand consistency while supporting global audiences.
Smart Content Prioritization for Administrators
As content libraries expand, highlighting the most relevant information becomes increasingly important.
To address this need, Oktana developed a custom Featured Articles capability within Salesforce Experience Cloud.
The solution enables content managers to:
- Promote priority articles
- Highlight key initiatives
- Surface strategic content
- Maintain editorial control directly within Salesforce
Featured content can be displayed prominently while automatically being excluded from standard article listings, creating a cleaner and more intentional user experience.
This functionality gives administrators greater flexibility without requiring technical assistance or custom development for ongoing updates.
Administrative Autonomy Through Salesforce
A core objective of the project was empowering internal teams to manage content independently.
By leveraging Salesforce as the central content management platform, Oktana enabled administrators to perform day-to-day content operations without relying on technical resources.
This streamlined publishing workflows while reducing operational complexity and increasing organizational agility.
Results: A More Engaging and Manageable Knowledge Platform
The transformation delivered benefits across user experience, content management, and organizational efficiency.
Improved User Engagement
The introduction of guided content pathways made it easier for users to discover, understand, and engage with complex information.
Key benefits included:
- More intuitive navigation
- Better content discoverability
- Improved content consumption
- Stronger engagement with educational resources
By reducing friction throughout the user journey, the platform now supports deeper exploration of climate-related knowledge.
Greater Administrative Independence
The new content management capabilities significantly increased operational flexibility.
Administrators can now:
- Manage content directly in Salesforce
- Update featured resources independently
- Organize content without technical support
- Maintain editorial control more efficiently
This reduces dependency on development teams while accelerating content publishing and updates.
Consistent Global Experiences
The refreshed interface created a unified digital presence across audiences, devices, and languages.
Benefits include:
| Outcome | Impact |
| Consistent Branding | Stronger global identity |
| Multilingual Experience | Better accessibility for international audiences |
| Responsive Design | Improved usability across devices |
| Analytics Visibility | Better understanding of user behavior |
Together, these improvements created a more scalable and user-friendly platform capable of supporting the organization’s global climate action mission.
Why Oktana
Successful digital experiences require more than attractive interfaces. They require a thoughtful balance of user experience, content strategy, platform capabilities, and long-term scalability.
Salesforce Experience Cloud Expertise
Oktana helps organizations maximize the value of Salesforce Experience Cloud by creating engaging, intuitive, and scalable digital experiences tailored to their audiences.
User-Centered Design Approach
Every enhancement is designed around how users discover, consume, and interact with information, helping organizations increase engagement while reducing friction.
Empowering Internal Teams
By building flexible content management capabilities directly within Salesforce, Oktana enables organizations to maintain greater control over their digital experiences without increasing technical complexity.
Long-Term Digital Transformation Partner
Whether modernizing customer portals, knowledge hubs, partner communities, or public-facing platforms, Oktana combines technical expertise and strategic thinking to deliver solutions that continue evolving alongside business needs.
By combining Salesforce Experience Cloud, modern UX principles, and intelligent content management capabilities, Oktana helped this organization transform its Knowledge Hub into a more engaging, accessible, and scalable resource for global audiences.
Looking to improve user engagement and modernize your digital experience with Salesforce Experience Cloud? Contact Oktana to learn how we can help.