Partner Community Portal Optimization
Challenge
A global enterprise cloud software company manages thousands of consulting and marketplace partners through an authenticated community portal. After nearly a decade in production, the portal needed continuous engineering to keep navigation, access, and feature delivery working at the scale the partner base had reached, and partners working across multiple orgs were hitting login problems that support could not solve at the root.
A global enterprise cloud software company manages thousands of consulting and marketplace partners through an authenticated community portal. After nearly a decade in production, the portal needed continuous engineering to keep navigation, access, and feature delivery working at the scale the partner base had reached, and partners working across multiple orgs were hitting login problems that support could not solve at the root.
Solution
Oktana rebuilt the portal foundation and the access experience around it, then began layering AI-driven case support on top. Key elements of the solution included:
- Rebuilt the portal with Heroku and Lightning Web Components to improve partner management and navigation.
- Developed an Org Picker tool that simplifies portal access for partners working across multiple orgs.
- Released a partner scorecard experience inside the portal so partners can see how they are performing.
- Enhanced MuleSoft APIs so partners can view certifications and achievements from the partner program.
- Applied Karate for automated API testing across portal releases.
- Began implementing an AI system to analyze cases, provide rapid chat responses, and integrate with the collaboration platform for improved support.
Technologies: Salesforce Experience Cloud, Salesforce Data Cloud, Salesforce Einstein AI, Agentforce, Heroku, MuleSoft, Slack, Lightning Web Components, Karate.
Oktana rebuilt the portal foundation and the access experience around it, then began layering AI-driven case support on top. Key elements of the solution included:
- Rebuilt the portal with Heroku and Lightning Web Components to improve partner management and navigation.
- Developed an Org Picker tool that simplifies portal access for partners working across multiple orgs.
- Released a partner scorecard experience inside the portal so partners can see how they are performing.
- Enhanced MuleSoft APIs so partners can view certifications and achievements from the partner program.
- Applied Karate for automated API testing across portal releases.
- Began implementing an AI system to analyze cases, provide rapid chat responses, and integrate with the collaboration platform for improved support.
Technologies: Salesforce Experience Cloud, Salesforce Data Cloud, Salesforce Einstein AI, Agentforce, Heroku, MuleSoft, Slack, Lightning Web Components, Karate.
Results
The new scorecard release drove a 16% increase in lead submissions, because partners could finally see their own performance and act on it. The Org Picker tool cut portal login issues by 45%, removing the most common source of partner support tickets. The rebuilt portal now serves thousands of partners with fewer access incidents and a faster path to the information they need.
The new scorecard release drove a 16% increase in lead submissions, because partners could finally see their own performance and act on it. The Org Picker tool cut portal login issues by 45%, removing the most common source of partner support tickets. The rebuilt portal now serves thousands of partners with fewer access incidents and a faster path to the information they need.