Misys Salesforce customer Community

Misys Salesforce customer Community.

Misys provides financial services software for banks and lenders. They were serving their existing customers with one of the world’s largest Salesforce portals and, while there had been a few different versions of this over the years, they were still relying on core, out-of-the-box functionality.

What they wanted

Misys wanted to introduce Knowledge to the customer portal, which is a way to publish useful articles and frequently asked questions. This not only gives customers ultimate support, but also a very different view of the data from their admin/internal view.

How we helped

We reviewed the new elements that needed to be added to the customer portal and created VisualForce pages. Using CSS, we styled dropdowns to be as close as possible to the new corporate brand identity. Misys hadn’t previously considered the user experience (UX), so we helped them see the various reasons customers would be coming to the portal and what they wanted to do.

The result?

Misys was looking to reduce customer callbacks and case logging by 8%, and the reaction from customers so far has been extremely favourable. Their enhanced search facilities and much friendlier UX means they should reach their target well ahead of schedule.

Misys Salesforce Community customer portal

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