Rebuilding Trintech's fragmented community portals into one Salesforce Experience Cloud platform with faster search and smoother support.
As a leader in financial close management software and reconciliation, the client had constraints with their previous Aura-based community portals. These systems were not scaled, did not have modern UX, and did not have efficient search, affecting the user experience and efficiency. They desired a cohesive platform that would easily unite customers, partners and employees and improve self-service, search and general interaction within the ecosystem.
We performed an in-depth survey of the current ecosystem that the client has, to define the main areas of inefficiency and performance gaps, considering the aspects of scalability and user experience. The aim was to develop a central, smart platform capable of integrating all the community engagements.
We re-architected the Salesforce-based communities and updated the user experience to a new design, added AI-based federated search to find information more quickly, and Service Cloud was now enhanced with custom components and case deflection solutions. We have also built bespoke community spaces among customers and partners as well as employees, which makes interactions flawless, more productive and scalable in the long term.
We amalgamated numerous local experiences into a single ecosystem, enhancing usability, reliability, and operational effectiveness for all groups of users.
Introduced federated search and intelligent suggestions to make information discovery by the user faster and more precise.
Rebranded the interface to incorporate the latest UX principles, making the navigation easy and the interaction generally enhanced.
Launched case deflection and tailored Service Cloud elements, and minimized the support and multiplied the strategy of the agent.
Moved to Salesforce LWC, which would guarantee an occurrence of a future-proof architecture that can accommodate growth and perpetual improvements.
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