A Fortune 50 hi-tech company chose Accellor to re-engineer support processes and develop a robust online knowledge base using Salesforce.com.
We customized the Salesforce.com Service platform to meet their unique needs of providing document and knowledge management across the business. Serving up brochures, FAQ, Self Help guides, technical specifications, and much more; our implementation of Salesforce enables support functions and self-service websites to seamlessly access all product knowledge assets within their portfolio.
With asset information residing on multiple asset management systems on disparate public and private cloud solutions, we created a unified solution by implementing an all-encompassing Cloud-based service bus which orchestrates the authoring, management, and delivery of content across channels and platforms.
The Knowledge Base programme presented unique challenges to solve. From extending the 500 category limit on Salesforce to making several other modifications to core systems, we architected and deployed a future proof solution that allows them to scale and upgrade its implementation without being encumbered by the modifications to the core platforms. Once we had the new platform in place, we were faced with the daunting prospect of migrating giant document libraries from the older source platforms. With the use of widgets and automation, we successfully migrated and deployed over 15,000 assets in 8 different languages to the new platform.
