Overview
The client, an American payment processor, required a modern, self-service case management interface. They partnered with Tech Mahindra to move away from their manual issue reporting. We extended the provider’s Salesforce customer community portal with custom metadata-driven components. This enabled real-time case tracking, access to FAQs, intelligent routing, and a scalable framework for future clients.
Client Background and Challenges
The client is a leading American multinational financial services corporation with a global footprint and $25.69B in revenue. Operating in the BFSI industry, it processes payments between merchant banks and card issuers, serving both B2B and B2C markets. One of the client’s European partners, P27, lacked a digital case management platform and relied on calls and emails to report incidents. With a 27 million customer base across the Nordics, this offline system caused delays, reduced transparency, and increased operational friction.
Our Approach and Solution
Tech Mahindra extended the provider’s Salesforce customer community portal with tailored enhancements for P27
- Providing the provider with a scalable and reusable solution, these components can also be configured using custom metadata
- This change has been implemented without disrupting the existing PTS customer experience.
- P27 can access case management by creating and tracking new cases from the customer community.
Business and Community Impact
- Operational Effectiveness: Enabled users to create, track, update, close, and escalate cases from the community portal, leading to better turnaround time.
- Innovation: Delivered reusable and scalable components easily configurable for future customer onboarding without any code change
- Real Time Tracking: Clients now have complete transparency on case status and can interact with Salesforce objects directly from ServiceNow.