Journey framing
Analysis of actual contact reasons, friction points and decisive moments, channel by channel.
Experience & Service Cloud
Customer journeys that hold up in production
Portals, self-service and customer service on Salesforce: journeys designed from customer needs, a secure architecture, real adoption — by your teams and your customers.
The situations we encounter
Opening a portal is not enough. What matters is what customers and teams do with it.
The customer portal exists, but customers keep calling support.
Requests circulate between teams with no clear handling process.
Consent and communication preferences are managed case by case.
Customer service has no unified view of the customer and their history.
Journeys were designed from the tool's capabilities, not from customer needs.
The portal's sharing model exposes more data than strictly necessary.
What we do
From real customer needs to a setup that is secure, measured and adopted.
Case management model
Typology, routing, priorities, escalations: every request has a path and an owner.
Portal architecture
Authentication, sharing model, performance: each visitor sees only their own data.
Consent management
A consent and preferences setup aligned with GDPR, with a single source of truth.
Adoption plan
Support for service teams and end customers, with tracked usage indicators.
Deliverables
A complete design dossier, from customer journey to technical architecture.
- Documented customer journey framing
- Case management model
- Consent and preferences management setup
- Portal architecture: security, sharing, performance
- Adoption plan for teams and end customers
How we work
Customer needs first, tooling second, measurement always.
Journeys
Understand actual contact reasons and expectations, channel by channel.
Design
Case management model, portal architecture, consent.
Implementation framing
Backlog, milestones, acceptance criteria — for your teams or your partner.
Adoption
Measurement of actual usage, adjustments, handover to teams.
Typical engagements
Typical situations we address.
Launching a customer portal
An insurance-sector company opens a self-service customer space. Journey framing and the sharing architecture secure the launch.
Rebuilding customer service
A services group unifies several support teams on a single setup. The case management model clarifies routing and responsibilities.
Bringing consent into compliance
A consumer-facing company structures consent management across all its channels, with a single source of truth.
Frequently asked questions
What customer-relationship leaders ask us.
Does self-service really reduce support workload?
Only if the journeys address the real contact reasons. That is precisely the point of the framing: start from observed requests, not from a feature catalogue.
How do you secure an externally facing portal?
Through the sharing model: each visitor sees only their own data, and that rule is systematically verified before any opening. It is the most critical point of a portal, and it is addressed first.
Can we start with a limited scope?
Yes, and it is recommended: a limited scope, measured, then extended. The architecture is designed from the start for that progressive extension.
Do you work on existing setups?
Yes. Taking over a portal or a customer service whose usage disappoints is a frequent case: journey diagnosis, prioritised fixes, adoption relaunch.
Who does the implementation?
Your teams or your implementation partner, based on our design dossier: backlog, acceptance criteria, architecture. We can supervise the build if you wish.
A portal or customer service to structure?
Let's talk about your customers, their contact reasons and your teams.