Case Study
Customer and Developer Support Portal: Streamlined, Elegant and Highly Automated Customer Portal
Download Case StudyOur client provides music and video content, and technologies to the world’s hottest entertainment products and brands. An industry standard for music and video recognition and is supported by the largest source of music and video metadata, featuring descriptions of more than 180 million tracks and TV listings for 30+ countries.
Client Requirements
- Connect tens of thousands of Developers with Product and Implementation info.
- Provide rich, intuitive self-service support features within clients existing web properties.
- Allow developers, consumers and artists / publishers to open formal support cases, where answer or reference documents did not provide a solution.
- Visual design and simplified interaction to match clinets’s highly usable and existing website.
- Batch Integration of Salesforce and Oracle developer use data using Jitterbit.
Key Challenges
- Aggregating the Organization Knowledge, housed across disparate silo’s, into a Real time searchable tool
- Migrating social media inquiries, which were overwhelming the company’s support infrastructure, into a rich self-service portal application and escalation framework
- Utilizing extensible OOTB (Out of the Box) tools to provide a simple and rich application experience for customers and developers
- Designing real-time data flows for SFDC-Oracle integration, involving multiple call procedures and Oracle record creation – correcting data to achieve consistent data quality
- Graceful deployment of enhanced support features for tens of thousands of API customers
Jade Global’s Solution – Customer and Developer Support Portal
- Design, develop and deploy the force.com site using Visualforce, Apex and SFDC Knowledge components
- JQuery and Javascript to control layout and deliver a crisp look and feel for the customer portal
- Bi-directional integration between Salesforce® and Oracle, with MDM support, for the developer user base and API usage data
Business Benefits
- Support site portal on clients’s website is fully integrated and search enabled with SFDC Knowledge base
- Self-service realized without authentication and optimized licensing costs
- LDAP and Salesforce integration, simplified. Active Directory sync’d with SFDC Contact Records using JitterBit
- Streamlined, elegant and highly automated customer portal with legacy Oracle data integration in a matching, simple and elegant user interface
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