For over 10 years, the Oktana team has collaborated with the world’s leading CRM provider. Their portal platform is a central hub where partners can access various resources, tools, and support to help grow their businesses and enhance customer service.
Due to our extensive expertise with various Salesforce platform products and our commitment to optimizing processes, our customer partnered with us to help maintain, release, and develop new features on their partner portal community.
Solutions through tailored Staff Augmentation
In collaboration with our customer team, Oktana provided experienced developers, testers, business analysts, and product owners to complete the following implementations:
- Org Picker Implementation: Our partner users often have multiple accounts, making accessing the portal challenging. To streamline this process, the team developed a tool that quickly identifies the correct account if a user logs in with the wrong one.
- Portal rebuild: Leveraging Heroku and Lightning Web Components, we added features beyond the capabilities of Apex and Visualforce, enhancing how partners manage their relationships.
- Revamped Navigation System: Improved the user experience with a more intuitive navigation system.
- Data integration with data flows: Because it was previously managed through manual processes, we optimized data storage and display within the portal, fully automating these tasks for greater efficiency.
- Single sign-on authentication: Simplified the registration and login process by replacing multiple authentication methods with a streamlined single sign-on system.
- Partner scorecard and metrics: We designed and executed a solution that connected multiple sources to collect, process, and store metric information in an actionable way within the partner ecosystem.
AI-powered solutions for enhanced User Experience
As part of our ongoing commitment to innovation, we are introducing advanced AI solutions designed to streamline operations and enhance user experiences. These new technologies will empower case reviewers, provide instant assistance through chat features, and integrate seamlessly with Slack for greater accessibility. Here’s a look at the AI-driven initiatives we are currently implementing:
- AI System for Case Reviewers: An upcoming AI system will analyze our customer user cases upon submission, offering quick, accurate responses to resolve issues.
- AI Chat: A chat feature that will provide quick answers within the portal, helping users without needing to read lengthy articles.
- Slack Bot + AI: Integrating the AI systems into Slack to enhance accessibility and ease of use.
Results
We have maintained a long-term relationship with our customer thanks to the team’s high performance. Along with improving the site efficiency, reducing loading times, cleaning up data, and updating pages, we have:
- Successfully launched the portal reconstruction, creating a hybrid system that integrates legacy and new components.
- Ran program updates with minimal disruption to the user experience.
- The launch of the new scorecard led to a 16% increase in year-over-year lead submissions in Q1 2024.
- The Org Picker tool reduced user cases related to portal login issues by 45%.
Contact us today to tailor the perfect team for your needs and bring your vision to life. Explore our staff augmentation services or request a quote to get started.
