Case Study: PAYONE boosts customer support and partner sales with VRP Consulting's Salesforce portals

PAYONE boosts first contact case resolution by 41% with VRP Consulting

PAYONE, a leading European payment provider, faced challenges in supporting its rapidly growing customer and partner base. They needed a scalable and secure solution to streamline collaboration and improve support. To address this, PAYONE enlisted VRP Consulting to leverage their existing Salesforce platform, specifically Service Cloud, to create a new online portal.

VRP Consulting implemented a solution using Experience Cloud to build both a customer and a partner portal integrated with Salesforce. The self-service portals provided access to knowledge bases, case creation, and enhanced communication channels. As a result of VRP Consulting's work, PAYONE saw a 41% increase in first contact case resolution and a 25% increase in partner sales, significantly raising their customer support standards and partner performance.

PAYONE