SALESFORCE EXPERIENCE CLOUD
Salesforce Experience Cloud is a digital platform designed to help businesses create and manage branded online communities, portals, and websites. It enables organisations to engage with customers, partners, and employees in personalised, collaborative spaces, all while integrating seamlessly with Salesforce’s core CRM capabilities.
KEY FEATURES
Experience Cloud includes a wide range of features. These tools enable businesses to create responsive, dynamic digital experiences.
Personalised User Experience
Experience Cloud allows to deliver personalised content, services, and recommendations based on user profiles, behaviors, and preferences.
Customer and Partner Portals
It offers secure portals where customers can access support, knowledge articles, and self-service options, while partners can collaborate on sales and service.
Seamless Salesforce Integration
Since it’s built on Salesforce, Experience Cloud connects directly with CRM data, ensuring a unified view of customers and real-time data flow across different functions.
Mobile-First Design
Experience Cloud supports mobile-responsive designs. Communities are accessible on any device, providing a smooth user experience.
Collaboration and Engagement Tools
Experience Cloud offers forums, discussion boards, and Chatter for easy collaboration. These tools increase engagement and knowledge sharing.
Auto-generated Topic pages
A single page can be used to combine discussions, groups, files, and experts. Participants can keep up with relevant conversations on a single page.
Branding and Customisation
Make your brand come to life and extend the digital experience with simple, interactive environments within the Experience Cloud ecosystem.
Easy Coding Capabilities
Experience Cloud is like a superhero for developers, giving them the power to create stunning pages and captivating designs in no time.
Top Benefits of Salesforce EXPERIENCE Cloud
Experience Cloud isn’t just a platform for building portals; it’s a powerful tool designed for transforming digital engagement. Below are some of the key benefits:
Enhanced Customer Engagement
The platform enables businesses to create vibrant communities that foster meaningful interactions, improving overall customer satisfaction and retention rates.
Improved Partner Collaboration
Businesses can streamline communication and collaboration with their partners, leading to more efficient processes and stronger, more productive partnerships.
Increased Efficiency
Through Self-Service Experience Cloud empowers users to resolve issues themselves, significantly reducing customer service workloads while boosting overall user satisfaction.
Unified Data and Insights
Experience Cloud seamlessly integrates with Salesforce CRM, ensuring all data is collected in one central location for valuable insights.
Scalability and Flexibility
Experience Cloud is designed to grow alongside your business, providing high levels of customisation and scalability to meet changing organisational needs.
Accelerating Migration while Minimising Disruption
At Ribbonfish, we come up with innovative ways to develop and evolve the Salesforce platform to address the big challenges in your organisation.
THE PROBLEM
After a successful acquisition, Ocorian found itself managing two Salesforce systems: their original one on Classic and the newly acquired one on Lightning. While some companies choose to maintain multiple orgs, most benefit from unifying processes, systems, and reporting.
The key challenges in this convergence project included making immediate design decisions, reaching consensus on what was essential and feasible for the first phase, and aligning data, fields, opportunities, and drop-downs within standard objects from a technical standpoint.
THE SOLUTION
With a tight deadline of just eight weeks, the decision was made to prioritise merging the Lightning version into the larger Classic instance. This approach ensured continuity for the sales team, avoided immediate Lightning training, and accelerated the benefits of system convergence for Ocorian.
Ribbonfish’s frameworks for merging Salesforce instances ensured that data migration was expedited, target state configuration remained consistent and intact, and disruptions to the production environment and business continuity were minimised.
THE OUTCOME
The unification of the Salesforce systems has streamlined company reporting, simplified system and data maintenance, and opened the door for integration with other applications, such as ERP and marketing automation solutions.
More significantly, the immediate value delivered by this first phase has made it easier to justify the next step—upgrading the unified org to Lightning.
“Ribbonfish provided a tailored solution within the required timeframe and quality expectations, making sure we retained visibility of the project development. Their project design and implementation approach ensured minimal business disruption, agile response to backroads and highly valuable technical guidance.”
– Jorge Sanchez-Galiani, Associate Director, Marketing
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