B2B Partner Portal Leveraging Experience Cloud (Community), Service Cloud & CPQ

  • May 22, 2023
  • Girikon
Background

The Client offers sales and customer service to contact centers and transforms them into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. Girikon – a reputed Salesforce consulting company was engaged to implement Partner Community in Salesforce CRM. The business objective was to provide real-time support and visibility of their Partner Program, Deals, Commission, Partner News, and Client Account Team contact. Partner Portal is also integrated with Resource Center and Customer Support Portal.

The Problem

The following challenges were identified:

  • The main challenge faced by the client was with the traceability of their deals and commissions. The relevant information for the partners was disintegrated on multiple platforms.
  • There were no KPI’s defined to encourage better performance by the partners. 

Products Used

Sales Cloud and Experience Cloud

The solution
  • Phase 1 included the Partner Onboarding process through the web to Lead form, enabling partner accounts and partner users. Each partner is attached to the Channel Program and a Pricebook. Partners can submit and track the progress of their deals through their partner portal account.
  • Based on the different profiles, there is an accessibility difference on Partner Portal. The partner Manager is able to manage all the deals of the company whereas the partner user is restricted to his own deal.
  • Deal Dashboard and Commission-related information is available on the Partner Portal.
  • CX marketplace provides access to a variety of products and provides choices to customers. In addition, it has an extension detailing all types of products with different characteristics.
The Outcome
  • Optimized partner performance by customizing channel programs and tracking KPIs with Partner scorecards.
  • The partner Onboarding process is standardized and simplified. It provided real-time support and visibility of their deals and commissions to the partners.
  • It provided a complete set of integrated capabilities with a resource center and customer support portal. It created more successful partner interactions while increasing contact center productivity.
  • CX Marketplace provided an additional channel to market and sell the products. It also reduced the marketing costs compared to other sales channels
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