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 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.
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.