The Problem

Organisations faced inefficient content management across customer and partner portals, relying on manual updates that caused delays and inconsistencies. Non-technical users struggled to update content, creating bottlenecks, while the lack of personalization reduced user engagement.

Results

To address content inefficiencies and improve user engagement, the company needed a centralized CMS integrated with Salesforce Experience Builder. This solution would empower non-technical users to easily manage content, deliver personalized experiences to different user segments, and ensure consistent content delivery across all portals and devices.

CMS System With Experience Builder – Objective, Challenges & Solutions

Objective

The objective is to implement a centralized and scalable content management solution using Salesforce CMS integrated with Experience Builder, designed to streamline content updates, enhance personalization, and deliver consistent, engaging user experiences across all portals and devices.

This will involve leveraging Salesforce CMS to empower non-technical users to manage content efficiently, automate content distribution, and ensure personalized, dynamic content delivery across multiple user segments.

 

Challenge Highlights
  • Fragmented Content Management: The absence of a centralized system led to inefficiencies and inconsistencies in managing content across multiple portals, requiring time-consuming manual updates.

  • Limited Personalization: The existing system lacked the ability to deliver personalized content to different user segments, resulting in lower user engagement and a generic experience for all users.

  • Dependence on Technical Teams: Non-technical users were unable to update or manage content independently, creating bottlenecks and delays in publishing important information..

The Solution
  • Implement Centralized Content Management: Leverage Salesforce CMS to create a centralized repository for all content, ensuring consistent and efficient content updates across all portals and eliminating manual, fragmented processes.
  • Enable Personalized Content Delivery: Use Salesforce CRM data to deliver personalized content to different user segments within the Experience Builder portal, enhancing user engagement by providing tailored content experiences.
  • Empower Non-Technical Users: Integrate drag-and-drop functionality within the Experience Builder, allowing non-technical users to independently manage and update content without relying on technical teams, reducing delays and bottlenecks.
The Results: Impact on Process
  • Streamlined Content Management: Centralizing content in Salesforce CMS reduced the time spent on manual updates and ensured consistency across all portals, improving overall content management efficiency.
  • Enhanced User Engagement: Personalized content delivery, tailored to user preferences and behaviors, led to a significant increase in user engagement and satisfaction across the portal.
  • Improved Workflow Efficiency: Non-technical users gained the ability to independently manage and update content, resulting in faster content updates and reduced reliance on technical teams, eliminating previous bottlenecks.

What Our Client Say…