Nconnect vs. Salesforce Experience Cloud

OnSemble is solving a lot of problems that our organization had prior to its implementation:

• We can track communication readership.
• We can engage with our fellow teammates through chats and recognition.
• We have a central location for all job-related links.
• We are just now delving into adding departmental pages so folks can communicate within their teams.

I'm not sure of a scenario where OnSemble wouldn't be appropriate - if you have a company that needs to centralize communication, documentation, and share ideas, it's an excellent choice.

Incentivized

[Salesforce Experience Cloud (formerly Salesforce Community Cloud)] seems to be very well suited for what we want to use it for, which is to allow customers to have access to their ongoing and already-resolved cases, which will save our customer success team time and allow for transparency. It also seems well-suited for fine-tuning knowledge libraries, as it allows you to track the knowledge articles that are most impactful (and conversely, those that are less impactful) as you are able to track the path that customers use to self-serve ahead of submitting a ticket. I haven't run into any scenarios yet where we wanted to use Experience Cloud as a solution but discovered that it wasn't a fit.

Incentivized

• Ease of Use - with limited html or design experience, I was able to pick up building and updating in our OnSemble portal with minimal struggles.
• Customer Service and Support - Passageways employees are hands down the best, always willing to take extra time to dig in, troubleshoot, and resolve any issues in an extremely timely manner. They are always pleasant and super helpful.
• Customization - the available site of modules offered allow for a "site" that is suited for the differing needs of each business OnSemble is being used by. From calendars, to document repository, to creating content pages for staff, the possibilities for customization are almost limitless.

Incentivized

• Complete integration with the Salesforce ecosystem. Data displayed in your Community portal reflects records from a Sales Cloud organization
• Highly customizable. A Community Cloud portal can be totally customized both visually and with different funcionalities with little to no coding skills required

Incentivized

• Now that we're customers, the support function is not as strong. If we have a question, we are pointed towards articles so we can "self serve". Sometimes it is important to pick up the phone and talk to someone, which is a service that they've eliminated. Everything is self-help or email ticketing.
• When creating the portal, we didn't know what we didn't know. There were some instances that if we hadn't asked a question, we never would have been told about a product/feature that we didn't know we had access to. Our banner almost wasn't implemented in time because the person in charge of it left the company and we didn't know that we needed to follow up on that.
• While being able to completely customize the portal is a HUGE strength and not a problem since our implementation team consisted of marketing professionals with design experience, it is also a weakness. If you are tasked with creating the portal but don't have design capabilities, I highly recommend looping in someone who does.

Incentivized

• None that come to mind - integrations, experience, and use is great! However, if you're trying to learn it yourself, you may benefit from consulting an expert. Or, if you're wondering if it's good for you, a business analysis will suit you well before you implement to save yourselves, time, money, efforts, and even people.

Incentivized

Easy to navigate, easy to build pages in, easy to update. Harvester's OnSemble portal makes our days so much easier

Incentivized

Usability is pretty streamlined, especially if you're familiar with other Salesforce products, but even if not, take it from me, as I just entered the technological space about two years ago, that this product is pretty simple to learn. You don't have to jump in with your head underwater. Small wins and learnings along the way are what foster long-term understandings and enable your evolution alongside the product. I definitely recommend Salesforce Trailhead along with it

Incentivized

Through ease of use and expandability, I think that Community Cloud is a best in class at exposing Salesforce integrations, as well as expandability in working through building custom add-ons for Salesforce for collaborations and self-service. Additionally, the speed to market on these changes are lightning-quick and allow for experimentation.

Incentivized

I have always been pleased with my experiences with OnSemble's Support team. First, they have a great library of articles to help me study and guide for many of my questions. But when I cannot quite comprehend, or I "run into the wall", I can be assured that I'll be contacted quickly with a pleasant voice to work through whatever my question/issue may be. Kudos to OnSemble Support!

Incentivized

We have weekly calls with our Salesforce reps. They bring new ideas to the table and help with taxonomy builds. They have also answered many questions and connected us to the right people for us to grow our knowledge and utilization of the platform. They are a good partner overall in comparison.

Incentivized

The software is easy to use, customizable, and intuitive to its users

Incentivized

Salesforce Experience Cloud was selected due to its tight integration with our existing Salesforce CRM platform. Customization of the portal was much, much simpler compared to Sharepoint - especially with role-based security parameters that are ultimately inherited based on attributes within the Salesforce CRM platform. Salesforce Experience Cloud was a natural fit for this customer-facing purpose.

Incentivized

• Having the proper, current form readily available is paramount since many are guided by regulatory dictates.
• The corporate directory provides a pix, hire anniversary date, and birthdate (sans year), along with the usual location and contact information. So besides being a tremendous convenience when needing to contact someone, we can meet new people and celebrate life events with one another.
• Having "controlled" and "guided" help desks helps manage the extreme variety of information [that] may come in. It helps translate the user's interpretation of the issue into something more understandable.

Incentivized

• Its given us much better issue and customer satisfaction tracking, since before Community Cloud much of our communications were extremely siloed within Outlook. We had no visibility because communications happened on an individual basis rather than a holistic level (the company).
• We've increased user interaction and given our customers a reason to come to the website repeatedly.
• Our costs have gone up, naturally, as the system proves to be a strong solution. We have pulled in other resources and teams which requires more licenses. I guess that's a sign of success but also a cost.

Incentivized