Building Customer & Partner Portal with Salesforce Experience Cloud

• 📍 Location: India
• 🏭 Industry: Software / Technology
• 💼 Domain: Customer Experience & Partner Relationship Management

Challenges

TechNova, a growing software products company, wanted to improve collaboration with both customers and partners. However, the company lacked a centralized platform where customers and partners could interact with the organization efficiently.

Several operational challenges were affecting customer support and partner engagement:

• No Customer Self-Service Portal

  • Customers relied heavily on email and phone support to raise issues, which increased support workload and delayed resolutions.

• Inefficient Partner Collaboration

  • Partners did not have a standardized system to register deals or track opportunities with TechNova’s sales team.

• Manual Support and Partner Management Processes

  • Internal teams struggled to scale customer support and partner management due to manual workflows.

• Lack of Personalized User Experience

  • Customers and partners interacted with generic systems that did not provide tailored experiences based on their role.

TechNova needed a unified, secure platform that could empower customers with self-service capabilities and enable partners to collaborate efficiently with the sales team.

Solution

Phenoble Software designed and implemented a Salesforce Experience Cloud portal to provide a unified digital experience for customers and partners. The portal was built with a strong focus on scalability, security, and personalized engagement.

Secure Portal Access and Authentication Phenoble Software implemented a secure login and access management system for the Experience Cloud portal.

Key features included:

• Customer self-registration for easy onboarding
• Invitation-based partner access for secure collaboration
• Multi-factor authentication (MFA) for enhanced security
• Google social login integration for flexible authentication
• Custom login flows to capture Terms & Conditions acceptance on first login

This ensured secure and controlled access to the portal.

Customer Self-Service Capabilities To empower customers, Phenoble Software implemented several self-service features within the portal.

These included:

• Integration with Salesforce Knowledge to allow customers to browse help articles
• A case creation form with knowledge-based case deflection suggestions
• A custom “My Cases” Lightning Web Component (LWC) enabling users to:
• View submitted cases
• Track case status
• Filter and sort case history This significantly reduced reliance on support agents.

Partner Collaboration and Deal Registration Phenoble Software implemented a partner collaboration framework using the Salesforce Partner Account model.

Key capabilities included:

• A custom “Register a Deal” LWC allowing partners to create leads directly from the portal
• Secure opportunity visibility for partners based on their account access
• A Partner Dashboard providing real-time insights into pipeline performance

This improved transparency and strengthened collaboration between partners and the sales team.

Personalized Portal Experiences

To improve user engagement, Phenoble Software implemented personalization features across the portal.

These included:

• Audience targeting to display relevant content for customers and partners
• Personalized home pages based on user roles
• Gamification features such as reputation levels, badges, and discussion forums
• Automated badge assignments to reward active users These features encouraged higher portal adoption and engagement.

Business Impact

• Improved Customer Self-Service
  • Approximately 60% of customer queries were resolved through knowledge articles, significantly reducing support case volume.
• Faster Partner Deal Registration
  • The deal registration process was reduced from several days to just minutes.
• Reduced Support Workload
  • Self-service capabilities decreased dependency on support agents.
• Improved Partner Collaboration
  • Partners gained better visibility into opportunities and deal progress.
• Higher User Engagement
  • Personalized experiences and gamification features increased portal adoption and interaction.

Tech Stack

• Technology
  • Salesforce Experience Cloud
  • Salesforce Knowledge
  • Lightning Web Components (LWC)
  • Workflow Automation
  • Audience Targeting
• Cloud
  • Salesforce Experience Cloud
  • Salesforce Service Cloud
• Tools
  • VS Code
  • Workbench

Result

✔ Unified Experience Cloud portal for customers and partners

✔ Secure self-service platform for case management and knowledge access

✔ Streamlined partner deal registration and opportunity collaboration

✔ Reduced support workload through knowledge-driven case deflection

✔ Personalized portal experience improving user engagement and adoption