Streamlining Operations and Fostering Collaboration with Salesforce KMS

The Client

Revolutionary in its approach, our client corporation is a leading power generation utility company that plays a pivotal role in shaping the modern energy landscape. Committed to efficiency, reliability, and sustainability, the company leverages a diverse portfolio of energy sources, including solar, wind, hydro, and geothermal power. The company’s cutting-edge infrastructure integrates advanced energy storage systems, ensuring a continuous and stable power supply. Their innovation extends to data-driven decision-making, utilizing artificial intelligence for real-time monitoring and predictive analytics.

The Challenge

The organization grappled with significant data challenges stemming from the presence of disparate data storage systems, resulting in a substantial loss of time and effort for employees. Navigating through these disconnected data repositories proved to be a cumbersome task, hindering seamless access to essential information and impeding overall productivity. Moreover, the existing system for submitting and tracking helpdesk tickets proved to be equally challenging for both support teams and employees. The complexities of the system created hurdles in efficiently reporting issues and tracking their resolution, exacerbating the inefficiencies and frustrations faced by employees seeking support. Addressing these issues became imperative to streamline operations, enhance productivity, and improve the overall employee experience within the organization.

Our Solution

The team crafted a unified information hub using Salesforce Knowledge Management System (KMS), implementing it organization-wide. Built on the Lightning platform and designed for mobile support, this centralized system ensures accessibility and consistency. Diverse user roles—author, admin, owner—were established to align with specific needs. The introduction of an intuitive search function streamlined document retrieval. Furthermore, a dedicated section was developed for employees to share experiences and tips, fostering a culture of continuous learning. The configuration of Case Management within a helpdesk tool simplified the process of logging support tickets. Additionally, a homepage redesign featuring links to the company’s YouTube channel transformed the communication of announcements, news, and activities, engaging employees in an exciting and dynamic manner.

The Results

The technology that we used to build the solution

Sales Cloud
Knowledge Management
Community Cloud

Ready to reduce your technology cost?

case studies

See More Case Studies

Contact us

Collaborate with us for a holistic IT partnership

We’re happy to answer any questions you may have and help you determine which of our services best fit your needs.

Our Values:
What happens next?

We Schedule a call at your convenience 


We do a discovery and consulting meting 


We prepare a proposal 

Schedule a Free Consultation