A Global Cybersecurity Company Replaces an Outdated Tech Stack with A Unified Salesforce Solution for Partner Engagement, Surveys, Knowledge Management, and Documentation

The Challenges

Our client, a global cybersecurity leader with over 1,000 employees and customers in 40+ countries, faced multiple operational inefficiencies that affected both internal teams and external partners. 

Their partner community and customer documentation were hosted outside of Salesforce, limiting their ability to provide a connected, scalable experience. Additionally, their survey and knowledge article processes were disjointed, creating roadblocks for automation, visibility, and customer satisfaction. Some of the challenges they faced before working with Kelley Austin include: 

Fragmented Survey Tools: The company was using Qualtrics outside of Salesforce for customer surveys, resulting in limited automation, manual survey sends, and disconnected reporting.

Outdated Partner Portal: Their existing partner community was hosted on Acquia and managed separately from Salesforce, which led to bottlenecks when updating content and a poor overall customer experience.

Slow, Legacy Documentation Platform: The Drupal-based documentation site suffered from significant technical debt, slow load times (2–10 seconds per page), and required manual publishing.

Siloed Knowledge Management: Knowledge articles were not integrated with Salesforce, making it difficult for internal teams to access and update content and for customers to find relevant documentation.

Lack of Engagement Insight: With MindTickle (a learning management tool) operating independently, the company lacked visibility into how customers and partners were using training resources.

The Solution

Kelley Austin implemented a unified Salesforce strategy using Experience Cloud, Service Cloud, and native Salesforce Surveys to streamline operations, improve performance, and enhance the customer experience. 

Additionally we provided Managed Services support to help the company navigate complexity and stay on track with renewals and content launches. The solutions we provided for our client include:

Native Surveys with Automation: We migrated onboarding, Technology Acceptance Model (TAM), and Customer Satisfaction surveys — including Japanese-language versions — into Salesforce. Automations were configured to send surveys based on project or case criteria, with built-in reminders and opt-out functionality for recipients.

Custom Experience Cloud Site: We rebuilt the company’s partner community within Salesforce Experience Cloud, enabling our client to manage their partner portal internally. The site includes tailored navigation, topic-specific landing pages, and custom components for displaying documentation, videos, training, and partner resources.

Service Cloud & Knowledge Migration: We migrated the company's knowledge base into Salesforce Service Cloud, set up structured Lightning Knowledge features, and created custom approval workflows for article publishing. Bulk text-based articles were imported, and the groundwork was laid for rich-text article support.

Learning System Integration with SSO: The Experience Cloud site was integrated with MindTickle to allow users to use SSO from the portal. Engagement metrics from MindTickle now sync with Salesforce, giving the company real-time visibility into training activity and partner enablement.

Managed Services Support: To handle the complexity of the project and evolving scope, the company signed on for several additional weeks of Managed Services. This ensured ongoing enhancements, rapid delivery, and strategic support for the company’s evolving business needs.

Customer Impact

By consolidating systems, automating key workflows, and delivering a modern, connected experience through Salesforce, our client was able to address long-standing pain points that were slowing down internal teams and frustrating external users.

Their outdated tech stack and siloed processes were replaced with a unified Salesforce solution that brought surveys, knowledge management, documentation, and partner engagement into one centralized platform. 

This shift not only improved day-to-day operations but also gave employees new tools to better serve and understand their customers and partners — laying the foundation for more data-driven, scalable growth across their global business. Key benefits of the solutions we provided include:

Faster, Real-Time Publishing: Migrating off Drupal enabled the company to publish documentation instantly within Salesforce, eliminating delays and improving the user experience.

Streamlined Survey Process: With surveys now fully native to Salesforce, our client reduced manual effort, introduced meaningful automation, and improved visibility into onboarding, TAM, and support feedback.

Modernized Partner Experience: The new Experience Cloud portal replaced bottlenecks and outdated infrastructure with a seamless, user-friendly hub for partner enablement and support.

Better Customer Insight: The MindTickle integration allows the company to monitor partner and customer engagement in real time, identify underutilized accounts, and proactively drive adoption.

Improved Service Operations: Centralized knowledge management and approval workflows empowered teams to keep content accurate, accessible, and aligned with customer needs.

Strategic Salesforce Adoption: With a unified platform for documentation, community, surveys, and knowledge, our client is now well-positioned to scale its operations and drive future innovation through Salesforce.

With this transformation, the company not only achieved the short-term goals of replacing legacy systems and meeting renewal deadlines — it also unlocked long-term strategic advantages. 

From automating survey outreach to gaining insight into customer engagement, the Salesforce solutions built by our team have empowered our client  to be more proactive, more agile, and more aligned with the evolving needs of its customers and partners.