Case Study: Salesforce improves employee support with Heroku

Salesforce streamlines employee support for 76,000 team members with Heroku

The customer Salesforce faced a challenge in providing efficient technical support to its 76,000+ employees, who were confused by a complex ecosystem of dozens of internal Salesforce orgs. Employees struggled to navigate multiple systems and hierarchical menus to find answers or route support tickets, which hindered productivity. The internal BaseCamp team needed a solution to unify this disparate support structure.

Using Heroku as an integration layer and backend service, Salesforce built the BaseCamp application. Heroku hosted multiple Java applications that aggregated knowledge from all the orgs into a single searchable interface and seamlessly routed tickets to the correct teams. This provided employees with a streamlined, natural language support experience via web and Slack. For the development team, Heroku eliminated infrastructure management through automated deployments, security updates, and scaling, allowing them to focus entirely on building new features.

Salesforce