Customer Support Portal

The project involved a significant upgrade of Numerix's existing customer support portal, transitioning it from Salesforce Classic to a modern and enhanced portal built on Salesforce Lightning and Experience Cloud. The project spanned six months and was a collaborative effort with the marketing team, with me serving as the project lead and primary technical architect.

Key achievements and responsibilities:

Technology Upgrade: The project successfully migrated the portal from the outdated Salesforce Classic interface to the modern Lightning Experience, leveraging the capabilities of Experience Cloud to create a more engaging and user-friendly environment.

Enhanced Software Downloads: The software downloads section of the portal was revamped, resulting in a streamlined user experience and significantly reduced download times. To facilitate this, a lightning component was created to allow the Product team to serve software on AWS, while customers with the portal authentication be allowed to download the software seamlessly from the portal.

Improved Documentation and Knowledge Base: The presentation of documentation and knowledge base articles was optimized, making it easier for customers to find the information they needed and promoting self-service.

New Trust Center: The new portal features a dedicated Trust Center, providing customers with easy access to compliance and security information, fostering transparency and trust.

Streamlined Case Management: The case management process was enhanced, improving efficiency and enabling faster resolution of customer inquiries. The portal also contributed to increased case deflection, empowering customers to find answers independently.

Outcomes and Impact:

Increased Customer Adoption: The new portal saw a 40% increase in customer adoption, indicating greater engagement and utilization of self-service resources.

Faster Software Release Cycles: The improved portal contributed to a remarkable reduction of over 87% in software release cycle time, streamlining internal processes and enabling faster delivery of updates to customers.

Enhanced Customer Experience: The overall user experience was significantly improved, leading to greater customer satisfaction and loyalty.