Salesforce Implementation for One INC to access the Knowledge base articles or raise cases & help users access certain information without having to log into Salesforce
98%
Reduced company costs with the Force.com platform, eliminating the need for individual licenses
100%
Easy Access to new cases/queries with real-time developments
87%
Easy Access to new cases/queries with real-time developments
Overview
From scattered records to a single automated flow
What You Need to Know
In the realm of digital payments, One Inc.’s quest for accessible information without compromising security and licensing costs was pivotal.
Why It Matters
Being a huge digital payment platform that has several customers across the globe, our client One Inc. wanted a solution that could help their users access certain information without having to log into Salesforce.
What HIC Did
HIC Global Solutions crafted a tailored Salesforce solution empowering One Inc. with efficient knowledge management and vendor interaction.
Challenges Faced
Bottlenecks slowing every hand-off
Limited Access to Information Without Salesforce Login:
Users, including a large number of vendors, required access to crucial information without the necessity of logging into Salesforce.
Inefficient Case Creation Process:
The existing process of creating new cases lacked efficiency, affecting user experience.
Suboptimal Knowledge Base Article Display:
One Inc. needed a more visually appealing and user-friendly way to display Knowledge Base articles.
Real-time Query Resolution and Agent Availability:
Vendors required the ability to raise queries and receive solutions in real-time, with uncertainty about agent availability.
Vendor Platform Access without License Purchase:
One Inc. sought a platform for vendors to access articles and raise queries without the need for individual licenses or logging into Salesforce.
About the Company
Operating out of California, our client One Inc. is a digital payments platform. One Inc. was established in 2012 by former insurance executives to help insurers deliver an easy way of payment experience through software solutions. Our client offers an industry-leading payment platform that can be integrated with core Insurance systems to process premiums and claims.
One Inc. helps more than 170 insurance companies process over $150 billion annually. Also, our client’s digital payment platform helps companies boost customer satisfaction, save time, spend less, and accelerate security and compliance.
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Solutions Offered by HIC
One pipeline, from record discovery to secure delivery
Building a Force.com Site for Accessing Knowledge Article
We created a force.com site for One Inc.’s users that would allow them to access knowledge base articles or raise queries without having to log into Salesforce.
Custom Object Creation for secured Logins
Introduced a custom Salesforce Object, ‘Service Providers’ that uses email IDs as usernames and tax IDs as passwords for force.com site access.
Designed an intuitive Home Page with a logout icon for user convenience upon login.
Created A home page component and Show More Button
We created a home page component that allows the service provider to access the top articles. Further, we created a Show More button that shows all articles in one place.
Case tab page components for efficient Case Management
Created Case tab page components that display list view options that have open cases & all cases.
Also, a close case button was added on the case details page in case a user wants to close a particular case. A case comment-related list was shown on the case detail page.
Further, created a “Create Case” button for vendors to create cases on the list view page with some predefined values that would auto-populate when somebody raises a case.
Live Chat Agent Tool Integration
Developed a “Live Agent Chat” component on the vendors’ portal site for real-time communication.
Also, created essential Lightning Components, including “Create List View,” “Create Case Detail,” and “Create Case Comment Detail,” enhancing the detailed display of case records and associated comments on the vendor portal.
