CASE STUDY
The enterprise community portal increased efficiency and compliance for the workforce by centralizing communications and knowledge sharing.
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$500k savings since implementation |
30% speed and enhanced productivity |
40% operational efficiency |
Company Overview
A leading lifestyle retail company with a portfolio of global consumer brands spanning apparel, accessories, and home goods.
| Company Type | Company Size | Company Capitalization |
|
Lifestyle Retailer |
24,000+ Employees |
$4 B+ |
Business Problem
- Our client’s lacked unified system for employee queries, creating compliance risks.
- They sought an internal help desk to serve as single point of contact for all staff - from ticketing to knowledge management.
- Key priorities were self-service features, AI-driven automation, tight identity integration, customizable departmental workflows, and actionable analytics on tickets.
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Approach
- Worked with client to assess processes and requirements for self-service help desk system.
- Built on Salesforce leveraging bots for automation and AI agents, customizable Service Cloud workflows and analytics-driven knowledge base.
- Solution unified help desk capabilities onto a portal, empowering employees with swift, compliant issue resolution. Intuitive bots and knowledge center boosted productivity.
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