Digitizing Vendor Onboarding with Salesforce Service Cloud and Experience Cloud

Overview

Our client is a leading real estate technology company. It relies on a self-service vendor platform to onboard vendors faster and more transparently, with less dependence on its call center.

Business Complexity

The client handled vendor onboarding manually through its call center. Onboarding took about 42 days, 85% of documents came by email, and nearly 70K calls a year drove high overhead.

Action

  • Built a self-service vendor portal for registration, document upload, and progress tracking.
  • Implemented a Service Console for centralized approvals, real-time notifications, mobile onboarding, and vendor analytics dashboards.
  • Reduced reliance on the call center through self-service capabilities and centralized approvals.
  • Made onboarding faster, more efficient, and more transparent for vendors.

Tech Stack

  • Salesforce Service Cloud
  • Salesforce Experience Cloud
  • Service Console
  • Self-Service Vendor Portal
  • Vendor Analytics Dashboards

Impact

  • 80% reduction in vendor onboarding time
  • 66% reduction in onboarding-related calls
  • 2 months implementation engagement