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Transform Customer, Partner, and Employee Engagement with Salesforce Experience Cloud
We architect, build, and optimize unified digital experience platforms on Salesforce Experience Cloud that deepen relationships, streamline operations, and drive measurable business growth at scale.
The Strategic Imperative of Digital Experience Platforms in a Connected Enterprise
In today’s hyper-connected business environment, organizations face a critical challenge: managing disparate, siloed portals for customers, partners, and employees leads to fragmented data, inconsistent user experiences, escalating maintenance costs, and lost opportunities for engagement. The average enterprise maintains 4-7 separate portal applications, creating information asymmetry, operational friction, and a frustrating journey for all stakeholders.
Salesforce Experience Cloud represents a paradigm shift—it’s not merely a portal technology but a strategic Digital Experience Platform (DXP) built natively on the world’s #1 CRM. It unifies every external-facing interaction onto a single, intelligent, and scalable foundation, transforming transactional touchpoints into enduring, collaborative relationships.
Our Salesforce Experience Cloud Offerings
Digital Transformation
- Design for every device, build apps 100% mobile optimized & responsive
- Build personalized user experiences with Community Management
- Business & Data integration: Sync data from any source
- Measure, analyze and optimize your experience with customizable Lightning dashboards
- Attain & Retain more customers with Salesforce Sales cloud & Service cloud implementation
Platform Implementation
- Design digital experiences with built-in security & trust via LWC & AURA framework
- Low Code or custom solution
- Scale with confidence with no performance degradation
- Seamless integration with API-led services & platform events
- Build & test Apps safty with inbuilt tools
- Accelerate App development with Scratch orgs & Sandbox (DevSecOps)
Related Features
- Easily build blockchain apps and networks with clicks or code
- Simplify user access with a single login
- Get predictive insights with AI-powered analytics
- Build custom-branded apps for employee and customers with Mobile Publisher
Solutions: Development & Customer Experience
- Build collaboratively with Salesforce DX
- Develop reusable elements with Lighiting Web Components
- Modernize Release Management with SFDX
- Automate Manual Processes with Flows & Process Builder
- Build community for the right user experience: Customer or Partner
Secure Data Management
- Archive billions of records with Big Objects
- Protect, monitor and retain sensitive data with Shield & Data Masking
- Synchronize records with Change Data Capture
~ Our Clients ~
What We Do
Business Integration
Infuse communities with data from any system, anywhere. Customers can create and escalate support cases. Partners can update opportunities and qualify leads. Employees can collaborate on.
Customisation
Customise Community Cloud to reflect your brand and extend your online community experience. Create stunning, simple-to-use environments that are an interactive extension of your brand.
Personalisation
Community Cloud automatically suggests connections to experts, groups, and content. Recommendations are based on individual interests, needs, and behaviour, inviting deeper community participation.
Mobile
Collaborate anywhere, from any device. Access the community through the Salesforce mobile app or from any mobile browser. Deliver a rich, branded, and device-responsive mobile experience anywhere.
The High Cost of Portal Sprawl & Fragmented Experiences: A Business Analysis
For Customer Portals: Support costs inflate by 25-40% due to repeat contacts and inefficient self-service. Customer satisfaction (CSAT) suffers when users can’t find answers, track orders, or manage accounts seamlessly, directly impacting retention and lifetime value.
For Partner Portals: Sales cycles lengthen and channel revenue leaks when partners lack real-time access to deal registration, marketing collateral, inventory, and performance data. Onboarding new partners can take months instead of weeks.
For Employee Portals (Intranets): Productivity declines by 15-30% as employees waste time searching across multiple systems for policies, benefits, and internal knowledge. Employee engagement and culture suffer without a unified internal community and communication hub.
Strategic & IT Overhead: Maintaining multiple platforms drains IT budgets (30-50% higher TCO), complicates security and compliance, and prevents a single view of the user journey across all audiences.
The Nextbrick Advantage: Business-First, Experience-Led Consulting
We move beyond basic configuration. Our consulting embeds your unique business processes, brand ethos, and growth objectives into the very architecture of your Experience Cloud implementation. We ensure the platform becomes a strategic asset that delivers:
Unified Data & Process Orchestration: Break down silos by connecting Experience Cloud directly to Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud, and custom objects. Enable a 360-degree view that powers personalized, context-aware experiences.
Frictionless Self-Service & Automation: Drastically reduce case volume and operational costs by empowering users with intelligent knowledge bases, AI-powered chatbots (Einstein Bots), community-driven answers, and automated transaction capabilities.
Scalable Ecosystem Growth: Onboard thousands of partners or customers with personalized, role-based experiences that strengthen ecosystem loyalty and drive mutual revenue growth.
Measurable ROI & Continuous Optimization: We establish clear Key Performance Indicators (KPIs) from day one—from deflection rates and partner sales growth to employee engagement scores—and build the analytics to track and optimize them.
Take Our In-Depth Digital Experience Platform Assessment (15-Minute Diagnostic)
Comprehensive Salesforce Experience Cloud Consulting Services: From Vision to Value Realization
Our end-to-end services are designed to guide you through every phase of the DXP lifecycle, ensuring each investment delivers maximum strategic and financial return.
1. Experience Cloud Strategy & Business Case Development
We conduct deep-dive workshops with executive, operational, and IT stakeholders to map current pain points, define future-state experience journeys, and quantify the ROI. Deliverables include a detailed business requirements document, a phased implementation roadmap with clear milestones, and a compelling total cost of ownership (TCO) and ROI analysis to secure executive buy-in and funding.
2. Enterprise Architecture & Technical Design
Our certified Technical Architects design robust, scalable, and secure foundation solutions. This includes data model design that unifies CRM and portal data, detailed security and sharing models (using Salesforce Shields), integration blueprints with ERP, CMS, and legacy systems, and a comprehensive governance framework for long-term maintainability and scalability to millions of users.
3. Custom UX/UI Design & Brand Integration
Our design team crafts user-centric, accessible, and brand-perfect experiences. We go beyond standard templates to create custom Lightning Design System components, responsive page layouts, and intuitive navigation structures tailored for each audience segment (B2B customers, B2C consumers, channel partners, franchisees, employees), ensuring adoption and satisfaction.
4. Implementation, Development & Systems Integration
Our development team builds and configures the platform to exacting standards. This encompasses custom Lightning Web Component (LWC) and Apex development for unique functionality, complex omnichannel integration (e.g., integrating e-commerce order history, IoT device data, or telephony systems), and the implementation of robust knowledge management with Salesforce Knowledge.
5. AI & Automation Integration (Einstein AI)
We embed intelligence throughout the experience. This includes implementing Einstein Bots for tier-0 automated support, Einstein Article Recommendations for dynamic content surfacing, Einstein Search for natural language querying, and predictive analytics to anticipate user needs and proactively surface relevant information or actions.
6. Migration from Legacy Portals & Communities
We manage the complete, low-risk migration from platforms like SharePoint, Drupal, Jive, legacy .NET/Java portals, or older Salesforce Communities (Tabs + Visualforce). Our methodology includes comprehensive content audit and planning, complex data ETL and mapping, user acceptance testing (UAT) protocols, and phased cutover planning to ensure zero business disruption.
7. User Adoption, Change Management & Training
Technology alone fails without adoption. We develop tailored change management programs, create role-based training curriculums and materials (video tutorials, quick-reference guides), and help you launch internal communications campaigns to drive engagement and ensure a high return on your platform investment.
8. Managed Services, Optimization & Continuous Innovation
Our partnership extends post-launch. We offer tiered support plans that include 24/7 platform health monitoring, performance and security audits, quarterly business reviews (QBRs) to align platform evolution with business goals, and dedicated roadmap planning to leverage new Salesforce releases for competitive advantage.
Download Our “Experience Cloud Implementation Playbook” (65-Page Guide) | Explore Our Full Service Catalog
Enterprise-Grade Business Outcomes & Quantifiable Impact Analysis
We translate platform capabilities into tangible financial and operational results across the C-suite.
For CEOs & CFOs: Driving Top-Line Growth & Cost Efficiency
Revenue Acceleration: Increase partner-sourced revenue by 20-35% through enhanced deal registration, co-branded marketing, and improved partner enablement tools.
Cost Structure Optimization: Achieve a 25-50% reduction in service operational costs by deflecting cases to intelligent self-service and automating routine processes.
Improved Customer Lifetime Value (LTV): Boost customer retention rates by 15-25% by creating “sticky,” value-added digital experiences that increase engagement and reduce churn.
Strategic Agility: Reduce time-to-market for new customer or partner programs from months to weeks with a configurable, scalable platform foundation.
For CMOs & Customer Experience Leaders: Deepening Engagement & Loyalty
Enhanced Brand Perception: Deliver a consistent, branded, and modern digital experience across all touchpoints, improving Net Promoter Score (NPS) and brand affinity metrics.
Data-Driven Personalization: Leverage unified CRM data to deliver hyper-personalized content, offers, and support, increasing engagement rates by 30-60%.
Community-Led Innovation: Foster active user communities that drive product innovation, provide peer-to-peer support, and generate authentic marketing content, reducing R&D and marketing costs.
For CIOs & CTOs: Ensuring Governance, Security & Scalability
Reduced IT Complexity & TCO: Consolidate multiple portal applications onto a single, cloud-native platform, slashing licensing, integration, and maintenance costs by 30-50%.
Enterprise-Grade Security & Compliance: Implement robust security controls (MFA, SSO, data encryption, audit trails) with Salesforce’s compliance certifications (SOC 2, ISO 27001, GDPR) built-in, significantly reducing organizational risk.
Developer Productivity & Innovation: Empower internal IT teams with a modern platform (LWCs, declarative tools) to build and iterate faster, focusing on innovation rather than maintenance.
For COOs & Functional Leaders: Streamlining Operations
Employee Productivity Gains: Reduce internal help desk tickets by 40-70% and cut the time employees spend searching for information by 50% with a centralized, intelligent employee hub.
Streamlined Partner Management: Automate partner onboarding, training, and certification processes, reducing administrative overhead and scaling your channel program efficiently.
End-to-End Process Visibility: Gain real-time dashboards into customer case status, partner performance, and community health, enabling proactive management and decision-making.
Access Our ROI Calculator: Model Your Potential Savings & Revenue Impact
Our Proven 6-Phase Experience Cloud Implementation Methodology (NextBrick™)
Our proprietary methodology, NexBrick™, ensures predictable, high-quality delivery and maximum user adoption.
Phase 1: Discover & Align (2-4 Weeks)
Executive vision workshops, stakeholder interviews, current-state process mapping, and the development of a joint success scorecard with defined KPIs and metrics.
Phase 2: Design & Architect (4-6 Weeks)
Detailed technical architecture sessions, security model design, comprehensive user experience (UX) prototyping and validation, and the creation of a detailed integration specification.
Phase 3: Develop & Integrate (8-16 Weeks)
Agile development sprints focused on building core functionalities, implementing complex systems integrations, and conducting rigorous unit and integration testing in a dedicated sandbox environment.
Phase 4: Deploy & Validate (2-3 Weeks)
Managed user acceptance testing (UAT) with key business users, performance and security load testing, final data migration, and production deployment with a detailed rollback plan.
Phase 5: Launch & Adopt (Ongoing)
Structured launch communication plan, role-based training sessions for administrators, moderators, and end-users, and the establishment of community governance and moderation protocols.
Phase 6: Optimize & Evolve (Continuous)
Post-launch support and hypercare, establishment of analytics dashboards, scheduling of quarterly business reviews, and collaborative roadmap planning for Phase 2 enhancements.
Request a Detailed Project Plan for Your Specific Scenario
Deep Technical Expertise & Ecosystem Integration
Our architects hold the highest Salesforce certifications (CTA, Application Architect, System Architect) and maintain deep expertise across the required technology stack.
Core Salesforce Platform Mastery:
Experience Cloud: Site.com Studio, Digital Experiences, Lightning Components, Membership & Audience Targeting, Moderation, Reputation Scoring.
Core CRM Clouds: Deep integration patterns with Sales Cloud, Service Cloud, Marketing Cloud Account Engagement (Pardot), Commerce Cloud, and Tableau CRM.
Security & Compliance: Salesforce Shield (Platform Encryption, Event Monitoring, Field Audit Trail), Single Sign-On (SSO – SAML, OAuth), Connected Apps, Data Classification.
Advanced Development & Integration:
Custom Development: Lightning Web Components (LWC), Apex, Aura Components, Visualforce (for legacy migration), and headless architecture using Experience Cloud Site APIs.
Systems Integration: MuleSoft Anypoint Platform, REST/SOAP APIs, middleware (Informatica, Boomi), and real-time integration with ERP (SAP, Oracle), CMS (WordPress, Sitecore), and CPQ systems.
AI & Automation:
Einstein AI: Einstein Bots for conversational service, Einstein Search for natural language, Einstein Article Recommendations, and predictive next-best-action models.
Process Automation: Complex flows using Flow Builder, Process Builder, and Apex triggers to automate multi-step cross-cloud processes.
Transformative Client Success Stories: Evidence-Based Results
Global Industrial Manufacturing Leader
Business Challenge: Supporting a network of 5,000+ distributors and partners with fragmented, manual processes for quoting, training, and technical documentation. This led to slow sales cycles, inaccurate orders, and high support costs.
Our Solution: Implemented a global Partner Experience Cloud portal integrated with CPQ (Configure, Price, Quote) and SAP ERP. Included a personalized learning hub with certifications, a collaborative deal registration workspace, and an intelligent knowledge base for technical manuals.
Quantifiable Outcomes:
34% increase in partner-sourced revenue within 18 months.
62% reduction in order configuration errors.
45% decrease in support cases related to partner inquiries.
Onboarding time for new partners reduced from 90 days to 14 days.
Fortune 500 Financial Services & Insurance Provider
Business Challenge: A disjointed customer service experience across web, phone, and agent channels, with no unified view of the customer’s policies, claims, and interactions. This damaged CSAT and increased call handle times.
Our Solution: Architected a secure, compliant Customer Service Experience Cloud portal. Integrated data from core policy administration systems, implemented Einstein Bots for common inquiries, and created a 360-degree customer view for both end-users and internal service agents.
Quantifiable Outcomes:
Customer satisfaction (CSAT) score improved by 28 points.
58% of routine inquiries fully deflected to self-service and chatbots.
Average handle time (AHT) for phone agents decreased by 40%.
Achieved and maintained SOC 2 Type II compliance on the portal.
Leading Healthcare Technology & Medical Device Company
Business Challenge: Inefficient, paper-based processes for hospital and clinic customers to manage device orders, access training, and submit warranty/service requests, leading to operational delays and frustration.
Our Solution: Developed a customized B2B Customer Portal on Experience Cloud with integrated e-commerce (via Commerce Cloud), a streamlined service case submission with asset tracking, and a robust training library with progress tracking for clinical staff.
Quantifiable Outcomes:
70% reduction in manual order processing and related errors.
Service request submission time cut from 20 minutes to under 2 minutes.
92% adoption rate among targeted hospital networks.
Successfully passed rigorous HIPAA compliance audits for the portal environment.
In-Depth Frequently Asked Questions for Enterprise Decision-Makers
1. How does Salesforce Experience Cloud differ from building a custom portal or using other DXP/CMS platforms?
Experience Cloud is unique because it is natively built on the Salesforce CRM platform. This provides pre-integrated access to all customer, product, and interaction data without complex, fragile integrations. Unlike generic CMS platforms (e.g., Adobe, Sitecore) or custom builds, it offers out-of-the-box business components for cases, knowledge, ideas, and forums, and inherits Salesforce’s enterprise-grade security, scalability (handles millions of users), and compliance certifications. The total cost of ownership is typically 30-50% lower over 5 years compared to custom or assembled solutions.
2. What is the typical implementation timeline and investment range for an enterprise Experience Cloud project?
Timelines and investments vary significantly based on scope, complexity, and integrations. A focused B2B Customer Portal might be 3-5 months and a $150k-$300k investment. A global, multi-brand Partner Portal with complex ERP and CPQ integrations could be 6-9 months and a $400k-$700k+ investment. We provide a detailed, fixed-scope Statement of Work (SOW) after our Discovery phase, eliminating budget uncertainty. The ROI period typically ranges from 9 to 18 months.
3. How do you approach data security, privacy (GDPR, CCPA), and compliance (HIPAA, FINRA) for external-facing portals?
Security is foundational, not an add-on. We architect with a “Zero Trust” mindset, leveraging Salesforce Shield for encryption, strict role-based profiles and permission sets, and mandatory Single Sign-On (SSO). We design data sharing models to enforce the principle of least privilege. For regulated industries, we implement specific data retention policies, audit trails, and consent management frameworks. Salesforce’s inherent compliance certifications provide a robust foundation we extend with industry-specific controls.
4. Can Experience Cloud integrate with our existing on-premise systems (ERP, legacy databases) and other cloud applications?
Absolutely. This is a core competency. We use a hybrid integration strategy: MuleSoft (Salesforce’s integration platform) for complex, reusable API-led connectivity to SAP, Oracle, or mainframes; declarative tools (Flow, Platform Events) for simpler cloud-to-cloud connections; and custom middleware where appropriate. We design resilient integration patterns with error handling, logging, and retry mechanisms to ensure data consistency and system reliability.
5. What does ongoing management, support, and optimization entail post-launch?
A successful platform requires ongoing care. We recommend a co-managed model. Our managed services include 24/7 platform monitoring and health checks, monthly performance & security audits, user license management, and backup verification. We provide administrator support and handle minor enhancements. Crucially, we conduct Quarterly Business Reviews (QBRs) to analyze adoption metrics, review new Salesforce features, and align a continuous innovation roadmap with your business leaders.
6. How do you ensure high user adoption across our diverse audience (e.g., partners who aren’t our employees)?
Adoption is engineered from the start. We focus on user-centric design, simplifying complex processes. We build role-based, personalized experiences so each user sees only what’s relevant. Our change management plans include targeted communications, engaging training materials (like micro-videos), and a phased rollout with super-users. We also design gamification elements (badges, reputation points) and ensure the portal delivers immediate, tangible value (e.g., faster order status, exclusive content) to incentivize daily use.
Begin Your Digital Experience Transformation with a Strategic Partner
Choosing the right implementation partner is the most critical factor in realizing the full strategic value of Salesforce Experience Cloud. We invite you to experience the Nextbrick difference.
Request a Customized Demonstration Tailored to Your Industry
See a live, configured sandbox demonstrating scenarios specific to your business (partner onboarding, customer self-service, etc.).
Contact Our Advisory Team
Phone: +1-408-4090-256 | Email: shrey@nextbrick.com
Let’s architect the connected experiences that will define the future of your customer, partner, and employee relationships.
Nextbrick Salesforce Consulting | Experience Cloud Implementation Partners | Digital Experience Platform Strategy | Salesforce Portal Migration Experts | Enterprise Community Cloud Consultants
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