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Case Study

Hawaiian Airlines: Estimated Project

Case Study

Streamline partner onboarding process & customer support

A new self-service portal and resource center streamlined partner onboarding and eliminated the backlog.

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engagement type

Estimated Project
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product

Experience Cloud
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industry

Transportation & Hospitality
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Hawaiian Airlines is the largest operator of commercial flights to and from the U.S. state of Hawaii.

Overview
    • Key Challenges: Arduous partner onboarding and customer support
    • Key Solutions: New self-service portal and resource center
    • Key Impact: Streamlined partner onboarding, eliminated backlog
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challenges
    • Migrate entire microsite to Salesforce and reconfigure it
    • Optimize the microsite for mobile, desktop and tablet devices
    • Set up a user-friendly business process for the Sales team and the partners
    • Arduous partner onboarding process with manual verification and validation
    • Customer support required massive amounts of manpower and working hours
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Solutions
    • Developed a new public self-service portal for customers and partners adhering to brand guidelines
    • Integrated Atlassian Announcement with Experience Cloud for easy org-wide announcements
    • Built a resource center for users to access latest travel news & updates and FAQs
    • Linked ticket management system with knowledge base
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Impact
    • Increased user engagement: resource center fostered collaboration between partners
    • Enhanced sales management: improved deal closure rates
    • Simplified partner onboarding process: reduced the manpower and working hours
    • Optimized customer support: decimated ticket backlog and improved response time
    • Unified data management: minimized the chances of data duplication and discrepancies

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