The challenge

checkout.com runs a high-performance online payments platform for many of the world’s leading retailers. However, support communications with its merchant network were conducted mainly via online forums and email, resulting in a disjointed experience, not in keeping with the platform or the brand.Its team wanted to use Salesforce to create a bespoke merchant community. It would enable requests to be viewed and handled more efficiently and offer seamless integration with a backend solution we’d previously engineered for checkout.com’s support staff. 

The response

Having completed the initial setup, we created ‘white-label’ components for the community’s key functionalities, while the client’s internal team worked on the design.

Our rapid creation of the community’s site logic gave us time to work in an agile way, before fine-tuning the end-user experience and permission levels – the latter vital with sensitive data in play.

Working in close collaboration, we provided the checkout.com team with easy access to the white label components, while they shared their designs with us for quick and efficient implementation.

Alongside the main community, we also created new Flows and Email templates in Salesforce, allowing merchants to stay updated with amends and comments to change requests. Existing Salesforce emails were modified, to accommodate new users, password resets and checkout.com branding for a more consistent experience.

The outcome

As the new community site approached completion, we ran a full demonstration for the client, receiving positive feedback – to such an extent that the initial scope and functionality were expanded, and a further project briefed – a new portal for checkout.com’s high value Partner customers.