Client: Flexera
- Salesforce Experience Cloud
- Salesforce Sales Cloud
ABOUT CLIENT
Flexera provides application usage management solutions to software producers and enterprises, including software licensing, compliance, and installation products. More than 80,000 customers and partners worldwide rely on their software.
NEED
Flexera wanted to give customers and partners a single online community covering product downloads, collaborative user forums, and a self-service knowledgebase. The communities they had were built in silos, which drove up complexity and maintenance cost while giving users a fragmented experience.
APPROACH
CloudMasonry worked with both Flexera’s IT and Customer Success teams to design a consolidated Salesforce community serving all 80,000 customers and partners.
- Consolidated multiple siloed communities into a single environment.
- Built a custom community front-end application tightly integrated with Salesforce on the back end.
- Delivered product downloads, user forums, and a self-service knowledgebase in one place.
- Designed alongside the Customer Success team so they could own ongoing updates.
OUTCOME
Consolidating onto a single community lowered the support cost of maintaining multiple community tools and reduced customer support call volumes by giving users a route to self-serve.
- Support costs reduced by retiring multiple community tools.
- Support call volumes decreased as customers self-served through the knowledgebase.
- The Customer Success team able to manage ongoing community updates directly.
- One environment serving 80,000 customers and partners rather than several.
