Case Study
Enhance the customer service experience
Inflexible data architecture was overcome by developing an agile mobile community, resulting in high user engagement and increased job placements.
engagement type
Estimated Project
product
Experience Cloud
industry
Professional Services
Belay is a virtual staffing solutions company that pairs job seekers with hiring companies.
Overview
- Key Challenges: Inflexible data architecture
- Key Solutions: Developed agile mobile community
- Key Impact: High user engagement and increased job placements
challenges
- Existing data architecture did not support Belay’s new customization requirements
- Duplicate records across the platform hampered the accuracy of analytics and reports
- Aligning the community UX/UI theme towards Belay’s website look and feel
was challenging because of unique branding requirements
Solutions
- Modified data model to help management gain insight into community activities
- Implemented a job opportunities board and networking forum to facilitate collaboration
- Built a Knowledge Center for job seekers to access learning materials
- Set up automated webinar enrollment
- Developed a highly responsive mobile version of the community using
Mobile Publisher
Impact
- Job opportunities board: job seekers gained visibility into job openings
- Networking forum: high user-engagement rate
- Knowledge center: easy access to learning materials & increased
job placement