Hexagon Mining Customer Community
Hexagon is a global leader in sensor, software, and autonomous solutions. Their Mining division is helping to connect all parts of a mine with technologies that make sense of data in real-time. They bring surveying, design, fleet management, production optimization, and collision avoidance together in a life-of-mine solution that connects people and processes.
We were asked to create a community that would become a new channel for knowledge sharing and customer support. The solution needed to decrease the number of cases and help users find answers on their own. It also had to act as a special tool for collecting up-to-date feedback about the company’s products and services.
Advanced Communities created a new customer community using Salesforce Experience Cloud. We implemented a customized version of Salesforce Knowledge, which enables users to select Data Categories and view knowledge articles even before creating a case. We also added AC Ideas Ultimate – a perfect tool for customers to share feedback and for product managers to collect it. In addition, Hexagon wanted their community members to have easy access to documentation and other shared media files.
Benefits and Results
Our solution allowed Hexagon to optimize the case creation process using a customized knowledge wizard and collect valuable ideas from customers, as well as provide them with relevant knowledge articles.
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Spotify Technology S.A. is a Swedish music streaming service that provides DRM-protected music and podcasts from record labels and media companies. Spotify required two separate sites: one for bringing artists, developers, investors, and vendors together and another as a communication channel used for sharing news, events, announcements, and blog posts.
- Enhanced file management and sharing
- Exceptional customer service with a new case management system
- Better connection and collaboration with the customers
- Increased website traffic and overall company productivity
Greenpeace is a well-known non-governmental environmental organization with offices in 55 countries. Relying on volunteers, Greenpeace works on defending the natural world for a green and peaceful future. Greenpeace UK required its existing volunteer community groups to be updated and moved from the external system to the Salesforce Community Cloud platform.
- Better communication within the community
- Enhanced online collaboration and information sharing
- Simplified and more effective group management
- Increased engagement and user satisfaction
MuleSoft, Inc. is a software company that provides iPaaS software for connecting applications, data, and devices without writing code. Advanced Communities was involved in the strategic project of moving the Mulesoft Help Center from the legacy PHP forums to Salesforce Community Cloud. That included moving 20000+ forum users with the discussions, likes, follows, reputation points, images, and userpics to Salesforce.
- Improved engagement and collaboration with Mulesoft customers
- Better system performance
- Streamlined and more efficient company processes
- Increased productivity
How Can We Help You?
Over the years we’ve accumulated a wealth of experience working with Salesforce Experience Cloud, helping businesses and nonprofits connect with customers, partners, members, donors, volunteers, students, and alumni. We can help you with any kind of Experience Cloud engagement, and share our expertise and best practices to help you maximize your investment. We look forward to speaking with you!