Custom Service Cloud Integration
User-friendly technology in traumatic situations.
Project Highlights
Custom development of Community Cloud UX and UI design
Intention
After successfully completing a Service Cloud customization that allowed Homelink to find accommodation for displaced individuals quicker, they reached out to us again looking to expand their platform. This time with a community cloud that would enable their end-users, the displaced families, to log into a system to view, approve, and manage their own bookings. We were hyper-aware that this system would be utilized during periods of trauma and uncertainty, so we knew that UX and UI design would be key to the project's success. It needed to be easy to use, streamlined, mobile-friendly, and above all else, reliable.
Implementation
We already had a deep understanding of their sales platform from the previous project so we were able to incorporate the community cloud onto their existing system and processes without disruption. A big focus on this implementation was the user experience and the visual design of various touchpoints. This required customization of the Salesforce Community Cloud. We worked to create a calm, streamlined interface that communicated with the end-user clearly and effectively, with the main goal of creating less stress for users.
Implementation
We already had a deep understanding of their sales platform from the previous project so we were able to incorporate the community cloud onto their existing system and processes without disruption. A big focus on this implementation was the user experience and the visual design of various touchpoints. This required customization of the Salesforce Community Cloud. We worked to create a calm, streamlined interface that communicated with the end-user clearly and effectively, with the main goal of creating less stress for users.
Impact
The full impact of this project is currently being rolled out across Homelink. Their end users now have more direct involvement in their relocation process, which ultimately enables faster relocation. The system allows them to manage their booking and communication with Homelink which improves customer success and satisfaction. Overall we created a system that reinforced their brand promise of creating a positive experience that will be remembered long after the claim has been settled.
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