NETGEAR
Transforming a tech leader's cloud customer support capabilities
The Challenge
After reviewing the scalability of their existing systems, specifically those that powered their Knowledge environment and facilitated their main Customer Support Services, NETGEAR discovered that their plans for future expansion required significant improvements in three key areas:
- Knowledge resource management
- Online Customer Support Services
- System infrastructure integration
Having chosen Salesforce Knowledge as the ideal platform to address their requirements. NETGEAR needed a suite of fully integrated solutions that could adapt to changing needs and increased demands, and that would be easy to maintain moving forward. The company also wanted to elevate the capabilities of this powerful tool and optimize it to best cater to its needs
The Solution
NETGEAR partnered with Groundswell to deliver a suite of fully integrated solutions, tailored to Netgear's methodology and in-house processes. We developed key customizations to extend Salesforce Knowledge's out-of-the-box capabilities and tackle NETGEAR's unique and complex needs. The customized solutions involved large-scale deployment and coordination among various teams and stakeholders.
Streamlined Knowledge article creation, publication and maintenance
- Custom UI for uploading, managing and sharing various resource articles and materials
- Improved localization through multi-lingual support for all article types
- Improved contextual Search functionality
- Enhanced article organization with deep-level Product Hierarchies
- Custom functionality for tracking and monitoring article views
- Historical version tracking of articles
- Streamlined article authoring and ongoing maintenance processes
Enhanced online Customer Support Services
- Enhanced Search Functionality to make it easier for end-users to locate information
- Reduced the number of Chat Support sessions per pre-screened customer
- Enhanced the overall Customer Experience by improving Agent interaction
- Increased automation in routing chat sessions to improve overall efficiency
Seamless integration with existing NETGEAR ecosystem
- New branded Knowledge interface integrated into the existing system
- Optimized the cost of ownership
- New fully-branded Support site powered by the Salesforce Knowledge platform
- Improved contextual Search functionality
- Enhanced article organization with deep-level Product Hierarchies
- Multi-lingual support for all article types
- Custom functionality for tracking and monitoring article views
- Historical version tracking of articles
The Outcome
The result was an implementation that was on-time and on-budget, without compromising any functionality requirements. Leveraging the power of technology through Salesforce Knowledge, Groundswell delivered a set of customized solutions, involving large-scale deployment and coordination amongst various teams and stakeholders. NETGEAR's Support Centers and Knowledge Team across different parts of the globe now have the ability to:
- Create highly interactive articles with embedded images and videos in multiple languages
- Organize articles based on NETGEAR's complex product hierarchical structure
- Effectively manage the end-to-end process of article creation, approval, publishing and archiving across its global offices
- Facilitate and increase Online Self-Service among users
- Easily collaborate with various teams worldwide
- Improve the customer support Chat experience with auto-redirecting and intelligent capacity allocation.
NETGEAR now has a platform that will let them scale up and adapt when needed as the company explores further automating other business processes, including incorporating Artificial Intelligence into their new Knowledge environment for predictive support.
VP - Information Technology, NETGEAR
Groundswell worked with us on several key customizations that weren't part of the Salesforce.com standard offerings which was very impressive. We're extremely happy with the services that they've provided. We're looking forward to a long-term relationship - this is not the last project we're going to do with Groundswell.