How to Implement Salesforce Experience Cloud for Your Business?

• By Nitish Sharma
• 22-11-2024
• Technology

Nowadays, businesses are evolving digitally and transforming toward creating engaging and personalized experiences for their users. Salesforce Experience Cloud (formerly known as Salesforce Community Cloud) is a cloud platform that empowers businesses to build “online communities” helping employees and potential customers interact with each other. It leads to increased customer engagement, drives productivity, and maximizes potential.

Ways to Implement Salesforce Experience Cloud

So, there are two approaches to deploying Salesforce Experience Cloud solutions for your business:

The first approach involves a Salesforce partner company that can do it for you, while the second focuses on independently implementing the solution by following best practices and strategies.

In this post, we have explained both approaches in detail. By exploring the options, you will be able to choose the best way to implement the Experience Cloud solution for your business growth.

Approach 1: Hiring a Company

Search for a company that provides Salesforce Experience Cloud Services to ensure a smooth experience cloud solution implementation. They play a significant role in performing detailed analyses of your projects, understanding the complexities involved, identifying hidden pitfalls and challenges, and suggesting an optimal solution to address them.

Steps involved while implementing Experience Cloud through a trusted Company

1. Analyze Your Needs and Objectives

Before opting for a service provider, business objectives must be clearly defined for implementation. Decide what exact outcomes you are expecting, like improving customer interaction, boosting partner coordination, or creating a digital community for Customers.

2. Do Research and Choose a Certified Partner

Search for experienced and qualified Salesforce partners with expertise in developing and deploying Experience Cloud solutions. Assess their experience level, client reviews and testimonials, number of projects completed, and success stories to ensure they are capable enough to work on assigned projects and possess a proven track record.

3. Start With Initial Consultations

List all your requirements and schedule meetings with the partners to discuss your expectations and needs. This provides an opportunity to analyze their approach to your business, and how they plan to customize it as per your requirements.

4. Coordinate on Implementation Strategy

Work closely with the partner to create a detailed strategy and implementation plan. This must include:

Planning: Finalize the features, functionalities, mockups, and all required things in advance before beginning the implementation.

Customization: Different businesses have unique requirements and goals. Optimize the Experience Cloud features, themes and templates as per your brand.

Integration: Integrate your existing third-party applications, tools and software with the Salesforce solution to unlock all capabilities in one place.

User Permission: Define user permissions according to roles and responsibilities, so that members have the appropriate level of access and control based on their position and involvement.

5. Training & Support

A key advantage of having a trusted service provider within the team is gaining access to a comprehensive knowledge base and training resources. Ensure they provide detailed training materials and guidance to help your team effectively utilize new tools. Post-implementation support is equally essential for a seamless transition. Select a partner that provides ongoing assistance, including regular updates and troubleshooting, to ensure long-term success.

6. Assess Progress and Gather Feedback

Throughout the implementation process, maintain open communication with your partner to stay at the same pace. Book daily meetings to discuss project updates and progress, challenges, and solutions. Implement project management and communication tools to maintain deadlines, track tasks, and deadlines, and assign specific roles to both internal team members and hired implementation partners to ensure equal contribution in the project completion.

7. Measure Success Post-Implementation

After deploying the Salesforce Experience Cloud solutions, measure their impact on your business outcomes. Metrics such as customer satisfaction rate, user engagement, and overall productivity should be analyzed.

Now, let's explore the technical implementation strategies & best practices:

1. Brainstorming Site Objectives

Before diving into the implementation part, it’s important to understand the use cases and other factors that contribute to it:

• Define Your Objectives: The primary thing before moving toward practical aspects is to understand what you want to achieve with the Salesforce Experience Cloud. Are you looking to boost customer engagement, improve collaboration, or create a knowledge base for employees? It is better to brainstorm the outcomes that you want to achieve.
• Gather Requirements: Coordinate with stakeholders to list all the requirements, functionalities, and features. This includes mockups, content types, integration requirements, and other things.
• Template Selection Based on Use Cases: Salesforce Experience Cloud provides different templates (e.g., Customer Service, Partner Central). Choose the one that aligns with your business needs, whether for customer portals, partner collaboration, or employee coordination.

2. Setup and Configuration

Once the planning phase is completed, it's time to develop the experience cloud site. Below are the necessary steps involved:

• Create a New Site: Open the Experience Cloud Sites in Salesforce Setup and click on the “New” option. Select the most relevant template (as discussed in the previous step) and follow the prompts to build the site.
• Personalize Branding: Utilize the Branding Editor tool in Experience Builder to personalize the appearance of your site. Change themes, logos, colors, fonts, and other UI elements to showcase your brand identity.
• Page Configuration: Leverage the Experience Builder to add and manage pages by dragging and dropping components such as images, text, and lists. Ensure that the navigation menu is easy to navigate, so users can easily find the information they need.

3. Content Management

Effective content management is a cornerstone of user engagement and satisfaction within the Salesforce Experience Cloud

• Develop a Content Strategy: Start by creating a content strategy that outlines the type of content to be featured on your Experience Cloud site. This could include resources such as blogs, e-guides, case studies, FAQs, forums, tutorials, and newsletters.
• Leverage Salesforce CMS: Salesforce's Content Management System (CMS) provides robust tools to curate, organize, and distribute content effectively. Use this platform to design and publish engaging content that aligns with your business goals and strengthens your brand identity.

4. Integration and Automation

• Set Up Automation: Leverage automation tools like Process Builder or Salesforce Flow to streamline workflows such as case escalations or notifications.
• Integrate with Salesforce objects and Third-Party Applications: Integration of experience cloud with important Salesforce objects such as Cases & Accounts will be highly helpful in increasing business productivity.

5. User Training Programs

• Create customized training documents to different user roles (partners and employees) to make them understand how to utilize the platform efficiently.
• Once the training documents are prepared and requirements are identified, create a structured format that includes various learning methods such as workshops, webinars, and hands-on training sessions. Leveraging Salesforce’s Trailhead option can be beneficial, as it provides a complete range of self-exploratory modules customized to different user roles & permissions.

6. Testing and Launch

Conduct Thorough Testing: Perform end-to-end testing of your ready-to-launch site including UI, functionality, sanity & regression testing, and check the implemented features & functionalities to identify any point of issue or areas for improvement before final deployment.

Launch the Site: Once the site is tested, detected issues are fixed, and required optimizations are made, officially launch your site for the end users.

7. Post-Implementation & Optimization

• Monitor Performance: Post-deploying the experience cloud solution, continuously monitor customer interaction rate and site performance using appropriate tools.
• Collect Feedback for Improvement: Regularly monitor customer feedback to know the pain points or necessary improvements in the site for future enhancements.
• Continuous Optimization: Based on performance insights and customer feedback, required optimizations should be made to improve user experience continuously. For continuous optimization, maintenance, or post-deployment development needs, partnering with a salesforce development company is a perfect option, as they have the expertise and experience to make the right decisions and keep your Salesforce

Case Studies:

1. SpiceJet

SpiceJet, India’s leading cargo airline, underwent a significant digital transformation during the COVID-19 pandemic. This transformation was aimed at improving customer experience and streamlining operations. A key part of this initiative was the adoption of Salesforce Experience Cloud, alongside Service Cloud and Sales Cloud.

Challenges

• Fragmented Customer Data: Disconnected systems hindered a unified view of customer interactions.
• Rising Customer Expectations: Multichannel interactions (calls, emails, social media) needed streamlined handling.
• Pandemic Strains: The surge in cancellation and refund queries overwhelmed existing systems.

Solution

• Centralized Customer Interaction Platform: Service Cloud integrated all customer touchpoints for efficient query resolution.
• Digital Automation: AI-driven chatbots and Live Agent tools automated 65% of queries, cutting response times.
• Contactless Innovations: Baggage management and check-in via WhatsApp enhanced safety and convenience.

Results

• Improved Metrics: First Call Resolution (FCR) increased from 18% to 31%. Chat response times dropped from 37.2 to 25.5 seconds.
• High Satisfaction: A Net Promoter Score (NPS) of 7.5 reflected strong loyalty amid pandemic challenges.
• Efficiency Gains: Case volumes doubled without increasing staff, showcasing operational scalability.
• Enhanced Traveler Safety: Contactless baggage management and check-in via WhatsApp, powered by Experience Cloud, ensured safer and more convenient travel during the pandemic.

2. Cochlear Limited

Cochlear Ltd., a global company offering implantable hearing solutions, leveraged Experience Cloud to enhance its growth rate and customer satisfaction. By creating digital communities, they build a global network for people suffering from hearing impairments, enabling them to interact among groups through this community and get engaged socially. Also, they created a digital support system where customers experienced a 40% growth rate in productivity by implementing Experience Cloud Solutions.

3. Caesars Entertainment

Caesars Entertainment, a global leader in hospitality and entertainment, operates over 40 resorts and employs 70,000 individuals worldwide. To enhance customer service and streamline internal communication, Caesars adopted Salesforce Experience Cloud and Chatter as part of its digital transformation strategy.

Challenges

Caesars faced challenges including:

• Geographical Dispersal: Coordinating across numerous resorts led to inconsistent service.
• Collaboration Gaps: Teams lacked a unified platform for seamless communication and information sharing.
• Customer Focus: Ensuring personalized service required better access to client information.

Solution

• Real-Time Employee Networking: The integration of Chatter enabled instant communication, keeping employees informed about updates like promotions and event schedules.
• Centralized Information Access: Teams shared critical details effortlessly, ensuring alignment in customer service.
• Cross-Team Collaboration: Experience Cloud facilitated collaboration across departments, creating tailored guest experiences.

Results

• Improved Coordination: Enhanced communication through Experience Cloud streamlined operations, ensuring consistent service across resorts.
• Employee Engagement: The platform boosted morale by fostering collaboration and real-time information sharing, increasing productivity.
• Enhanced Guest Loyalty: Personalized customer interactions, enabled by streamlined access to information, strengthened guest satisfaction and loyalty.

Tips to Choose A Trusted Salesforce Experience Cloud Partner For Your Business

Selecting a reliable Salesforce Experience Cloud consultant or implementation partner is the most important concern for many businesses as it can remarkably impact their organization’s growth and productivity. The right partner will ensure the successful implementation of the experience cloud site and also ensure that it meets the business goals and expectations. It starts with assessing your specific requirements and objectives.

Several factors must be considered before choosing a reliable partner for Salesforce Experience Cloud Implementation in your organization including:

• Relevant Experience and Proven Track Record: Look for implementation partners with proven experience and track record in building experience cloud websites. Their expertise with industry-specific challenges will empower them to deliver customized solutions that align with best business practices.
• Qualifications & Experience: Check for the number of certifications and achievements accomplished by the partnering organizations. Also, verify the number of certified experienced cloud professionals employed in the organizations that will ensure a smooth transition of projects and contribute valuable technical expertise in the industry.
• Successful Testimonials and Case Studies: Cross-check their client reviews, testimonials, case studies, or some references from earlier clients to assess their capabilities in delivering experience cloud-based projects.
• Tailored Implementations: Every business requirement is unique and requires customization as per requirements. Choose a partner that specializes in personalized Experience Cloud solutions to meet every specific business need and align as per their standards.
• Post-Deployment Support: Choose a partner who is capable of providing maintenance services, training, documentation, and features optimization post-deployment to their clients. This continuous support is crucial for maximizing business productivity.

Conclusion

By effectively implementing the Salesforce Experience Cloud in your business, you will observe a tremendous increase in productivity, streamline collaboration, and build stronger customer relationships. By adhering to structured practices, such as thorough planning, effective configuration, user training, and performance monitoring, you can achieve a successful business implementation according to standards and goals.