Built a new Experience Cloud support portal site to replace the legacy multi-step process that had used several disparant systems, was a fairly significant time commitment, and a less than ideal user experience overall.

Standard Salesforce User Provisioning Flow:
1. HR creates Case for request
2. License is purchased if not available
3. User is provisioned
4. User is notified via email template / automated process including welcome details

Results:
- Trained all support staff on the new portal workflow and eliminate manual or email-based request handling.
- Published end-user documentation and self-service guides driving 90% portal adoption within 60 days of launch.
- Reduced average license request fulfillment time by more than 30% compared to the Q4 2025 baseline, with audit-ready reporting in place.
- Collected and tracked stakeholder feedback on system usability and process clarity, achieving 97% positive stakeholder satisfaction.