Expert Experience Cloud Implementation by CWS Consulting

CWS Consulting has extensive expertise in implementing Salesforce Experience Cloud, helping organizations transition from legacy, highly customized environments to scalable, standard Salesforce solutions. One of our most complex projects involved migrating a heavily customized Visualforce-based community to a fully standardized Experience Cloud solution for three different business units. This transformation not only modernized the customer experience but also streamlined case intake and service workflows, creating a more efficient and scalable support ecosystem.

For a customer in the Container Terminal industry, we successfully led the Experience Cloud migration across multiple business units, replacing outdated Visualforce-based portals with a unified and user-friendly Experience Cloud platform. The migration required rearchitecting customer engagement workflows, redesigning the user interface for self-service capabilities, and integrating case management with Service Cloud. A key aspect of this transformation was developing a fully automated Flow-based case intake process, ensuring that customers could submit service requests seamlessly while enhancing internal case routing and resolution efficiency.

The project involved intricate data migrations, restructuring business logic, and redesigning the portal experience to align with Salesforce best practices. Additionally, we managed a diverse set of stakeholders across three business units, each with unique service requirements, ensuring a consistent yet flexible solution. Through strategic planning, robust testing, and a structured change management process, we enabled a smooth transition, significantly improving user adoption and operational efficiency.

Migration from Visualforce to Standard Experience Cloud

• Legacy System Overhaul: Replaced a complex, custom-built Visualforce solution with a standardized, scalable Experience Cloud platform.
• User-Centric Portal Redesign: Developed a unified portal experience across three business units, enhancing self-service capabilities and navigation.
• Seamless Service Cloud Integration: Ensured a fully integrated support ecosystem with automated case intake and resolution tracking.

Development of Automated Flow-Based Case Intake Process

• Dynamic Case Creation: Designed and implemented a no-code Flow-based solution to standardize customer service requests.
• Automated Case Routing: Configured intelligent case assignment rules to optimize service team efficiency.
• Enhanced Self-Service Options: Empowered customers with guided workflows, reducing the need for direct support interactions.

Project & Stakeholder Management

• Multi-Business Unit Alignment: Managed the unique requirements of three business units while delivering a unified, scalable Experience Cloud solution.
• Data Migration & Business Logic Restructuring: Ensured a seamless transition by redesigning underlying business logic to align with Salesforce best practices.
• User Adoption & Change Management: Developed training programs and onboarding strategies to facilitate smooth adoption and user engagement.

By leveraging our deep expertise in Salesforce Experience Cloud, CWS Consulting delivers solutions that enhance customer engagement, streamline service processes, and provide scalable digital experiences. Our ability to transform legacy systems, automate workflows, and align multi-business unit strategies ensures long-term success and operational excellence for our clients.