Profile
Customer: Midwest Telecommunications Provider
Minnesota-based, employee-owned telecommunications provider delivering high-speed internet, managed WiFi, TV, phone, and security services to homes and businesses with 18,500+ miles of fiber for over 75 years.
Executive Summary
The leading telecommunications provider partnered with Palladin Technologies to modernize its customer experience by implementing a Salesforce Experience Cloud self-service portal. The solution gave customers a single destination to manage their accounts, services, billing, and support requests, reducing reliance on manual support while creating a scalable foundation for future digital engagement.
The Challenge
The organization wanted to improve customer satisfaction while reducing the volume of routine requests handled by support teams. Customers lacked a centralized, intuitive way to manage common account and service activities on their own.
Key Challenges:
- No unified self-service experience for account, billing, and support needs
- High reliance on customer service representatives for routine requests
- Limited visibility into service orders, support cases, and billing information
- Need for a scalable digital platform to support future customer engagement initiatives
The Solution
Palladin Technologies designed and implemented a customer self-service portal using Salesforce Experience Cloud, providing customers with secure, 24/7 access to essential account and service information.
The solution enables customers to:
- View active services, orders, and support cases
- Track case progress and communicate through case comments
- Access invoices and billing information
- Submit billing, support, and account service requests
- Make online payments through Paymentus integration
- Update account and profile information
- Manage service suspension and resumption requests
The Results
- Increased adoption of digital self-service as a preferred customer support channel
- Reduced support effort by enabling customers to complete routine tasks independently
- Improved visibility into services, orders, cases, and billing information
- Delivered a more consistent and streamlined customer experience across service and billing interactions
- Established a scalable platform for continued automation and digital transformation
Why This Matters
Modern customers expect convenient, always-on self-service experiences. By combining Salesforce Experience Cloud with Palladin’s implementation expertise, the organization improved customer satisfaction, reduced support effort, and established a scalable digital foundation for future growth. Looking ahead, the company plans to expand automation and digital engagement capabilities to deliver even more efficient, personalized customer experiences.