Case Study: TASER achieves scalable self-service support with Cloud Sherpas and Salesforce Communities

Taser Adds Self Service Support with Salesforce Communities

TASER International, the Scottsdale-based electronic manufacturing and data management company, needed to better connect its website and Salesforce CRM so customers and law enforcement partners could self-serve, troubleshoot products, ask questions, and check RMA status. Its existing information was scattered across multiple systems, and updates often required heavy IT development, limiting scalability for its global support needs.

Cloud Sherpas implemented Salesforce Communities for TASER, adding self-service case management, Chatter Answers, a knowledge base, partner collaboration tools, eStore integration, single sign-on, and improved UX/UI. The result was two branded Communities—one public and one restricted for law enforcement—that created a more scalable, integrated service experience; early usage data also showed that 50% of customers had searched online before calling support, underscoring the value of the new self-service model.

TASER

Mark Visser

Director of International Operations