Client Overview
Industry
Consumer Electronics | Navigation Technology
Region
North America
Company Size
1,001-5,000 employees
Featured Solution
Salesforce Experience Cloud Migration
About the Client
The customer is a leading provider of fraud prevention and multi-factor authentication solutions that help businesses protect against credit card fraud, identity theft, and account takeovers.
Barriers to a Unified Customer Experience
The customer was using Jive as their community platform, but soon realized it limited their ability to deliver a connected and data-driven experience. Since Jive operated separately from Salesforce CRM, the two systems created silos that slowed down case resolution and prevented teams from accessing a unified customer view. As a result, collaboration suffered, and valuable insights into customer behavior were lost.
They wanted to migrate their community from Jive to Salesforce to eliminate these silos and gain a 360-degree view of their customers, but the move came with its own challenges. Ensuring zero data loss during migration was critical to maintaining trust and business continuity.
Ripple Effects of Disconnected Systems on Engagement and Efficiency
Here’s how these challenges impacted the customer’s operations and community experience:
Fragmented customer data
led to an incomplete understanding of user behavior, making it harder for teams to deliver personalized or proactive support.
Slower case resolution times
due to disconnected systems meant customers waited longer for answers, negatively affecting satisfaction and trust.
Reduced agent efficiency
emerged as teams had to manually switch between platforms and reconcile data, consuming time that could’ve been spent on resolving issues.
Limited visibility into customer journeys
made it difficult to spot recurring issues or improvement opportunities, hindering continuous optimization of the support experience.
Strategic Steps for a Jive-to-Salesforce Experience Cloud Migration
To address these challenges, our Salesforce experts executed a structured migration strategy to ensure data integrity, brand continuity, and seamless adoption.
- Provisioned user profiles to ensure seamless mapping of community content and data
- Restructured Jive community data to align with Salesforce architecture
- Replicated the existing Jive skin to maintain branding and enhance familiarity
- Mapped key features and use cases from Jive to Salesforce for a smooth transition
- Implemented federated search to enable efficient self-service and case deflection
- Integrated multiple content sources to deliver relevant recommendations and improve self-help resources.
Rapid Migration Driving Measurable Customer Impact
The Jive-to-Salesforce Experience Cloud migration was completed in just two weeks, preserving data integrity and brand consistency. The unified platform drove a 21% increase in customer satisfaction, a 27% improvement in case deflection through federated search, and a 43% boost in user engagement, delivering a seamless, modernized community experience that strengthened workflows and customer relationships.
Highlights
21%
increase in customer satisfaction
27%
improvement in case deflection through federated search
43%
boost in user engagement with enhanced experience
Unified
CRM and community data for a single 360° customer view
conclusion
By migrating from Jive to Salesforce in just 2 weeks, the customer successfully unified their community and CRM, strengthened brand consistency, and improved overall engagement—all within an accelerated timeline.
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