DemandBlue improved customer experience and operational efficienty by enabling self service capability.
About the ClientThe client is one of the largest medical organizations in the United States with a mission to improve the health of people and advance the practice of family medicine.
- DemandBlue enabled the client’s portal users reset passwords independently rather than relying on the support team.
- Implemented Login flows to direct users through a login process where multiple password reset options are provided to change and update passwords.
- Enabled Multi-factor Authentication (MFA) for portal users wherein they need to validate themselves with the security question before password reset.
- Achieved better user experience and improved customer satisfaction.
- Reduced the calls to customer support team.
- Self-service password reset combined with MFA strengthened security.
Salesforce: Sales Cloud
Technologies: Apex, API, Flows