One of the largest Fortune 50 hi-tech companies in the world with more than 8,000 products in over 1,000 categories, they needed to provide support to businesses and individuals the world over. They chose PopcornApps to re-engineer its support processes and online knowledge base, and we delivered a powerful enterprise solution built on Salesforce.com. The implementation of the online knowledge base serves customers directly through the global Support Website as well as agents in their worldwide contact centers.
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.
Many Clouds · One Service
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.
Migration & Deployment
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.