Desynit case studies & success stories

Experience Cloud Community for Management Consultancy Everest Group

For Everest Group,
Summer 2018
everest group logo

Everest Group came to Desynit for expertise in building an experience cloud customer community on the Salesforce platform.

With the business already operating on Salesforce, Everest knew that Salesforce had the capabilities they needed to not only deliver a seamless customer experience, but also give the internal team great efficiency and visibility.

Desynit worked rapidly on a proof of concept which was then circulated and critiqued by the Everest Management Team before they then refined and polished the solution to deliver exactly what Everest required.

 

“The customer benefits are clear: better user experience, visibility, functionality.”
Julian Herbert, Vice-President, EG
The challenge

Everest Group’s offering in the marketplace is unique: The management consultancy services they offer are grounded in strategic problem-solving skills combined with extensive functional experience. What sets them apart though, is their application of original research to the process.

It is these data-centric capabilities and products, and their method of delivery to the their market, that provided the basis of their challenge in Salesforce. The Everest management team were aware that their customers’ experience could be greatly improved by the provision of a self-serve research portal.

Priorities
Integration

Tight integration with their existing website, which would act as the customer front door.

Visualisations for Customers

Customers would have access to not only the data they needed for their research, but also a variety of state-of-the-art data visualisation techniques.

Customer Self Service

When required, there would be the option for the Everest Group customers to interact directly with their supplier, with a logged trail of this communication recorded in Salesforce for the benefit of customer and supplier. Customers would have access to their search history, so complex data queries would be accessible at all times for development, customisation or reproduction.

FAQ Section

Guiding Everest users through using the portal effectively.

The solutions

After an initial discovery phase, each of the technology options were laid out and evaluated and the solution was agreed. Everest worked with the delivery team at Desynit to gather and document each one of their requirements. 

The project was then able to move into a rapid Agile delivery phase. Desynit’s Salesforce developers worked closely with Everest throughout.

Salesforce products

Experience Cloud
Service Cloud
Lightning Components

Technologies

Apex
Lightning Web Components
Lightning Pages

Integrations

Custom
Existing Website

Project features

Process Improvement
Reporting & Dashboards
Project outcomes

Desynit developed a number of custom Lightning components to work alongside the standard Salesforce Communities features, in order to delivery the complex multi-faceted search facility. This new customer portal delivered on the requirements that the management team had carefully scoped at the beginning of their journey.

Key team members

“The project with Desynit went like clockwork. From the outset everyone knew what was on the wishlist, and that’s exactly what I got.”
Julian Herbert, Vice-President, EG
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