The VRP Consulting team initiated the project with a series of workshops to obtain an accurate and complete picture of PAYONE's customer & partner needs and requirements. After a thorough analysis, the consultants proposed an accepted plan of a two-stage delivery to minimize risks. The first solution created a foundation with a self-service customer portal, with the second solution expanding to a partner portal. The customer portal was built using Community Cloud and leveraged PAYONE's existing Service Cloud infrastructure, customer data and knowledge base. The portal was configured to match their branding, allowing customers to login, search the knowledge base and create support cases where necessary.
Customer cases, as well as search queries and analytics, are displayed in the service console enabling support staff to respond quickly with optimized support, as they have access to customer data. With the Experience Cloud foundation established through the customer portal, VRP Consulting configured the second solution; a partner portal to enable greater communication and increase partner efficiency. The partner portal took advantage of the same support infrastructure and data as the customer solution, but added additional data related to partner issues and resources to boost partner effectiveness. Due to the unique needs of the partner community, this required custom lightning components throughout.