Case Study
Streamline partner onboarding process & customer support
A new self-service portal and resource center streamlined partner onboarding and eliminated the backlog.
engagement type
Estimated Project
product
Experience Cloud
industry
Transportation & Hospitality
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
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
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
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