Gaining $150 mil. in market share with MuleSoft transformation
Numbers like $150 million in market share gain tend to make people ask what actually changed. For one of the Philippines’ largest banks by assets, the answer was integration architecture. Service agents couldn’t see a complete picture of any customer’s cases or transactions. Core banking systems sat in silos. Onboarding was manual and fragmented. Customers felt it.
Brillio’s approach was phased and precise. Integrating approximately 15 disconnected systems through Microsoft Dynamics and MuleSoft’s Mule4 API platform produced a unified customer service desk where there had only been friction. Agile mobility features, including IVR request handling and email incident management, gave agents tools that matched the pace of customer expectations. The 40% reduction in total cost of ownership wasn’t a side effect. It was engineered. A 60% increase in customer satisfaction followed from digitizing KYC, onboarding, and self-service into a single coherent experience. This is what digital transformation consulting looks like when it’s built to deliver, not just to launch.
Accelerating issue resolution by 40% with enhanced Service Cloud and Community Cloud
Efficiency gaps in HR portals rarely announce themselves. They accumulate. For a Cambridge-based multinational biotechnology company, the signs were there: support case escalation required too many steps, routine responses burned unnecessary clicks, mobile access was nonexistent, and knowledge base content was disorganized enough to push employees toward live support they didn’t need.
The transformation centered on intelligent design rather than raw technology. A case feed view with automatic case pickup via a ‘Get Next’ feature changed how agents worked day to day. Macros cut the click count on routine email responses. The portal went mobile-first. Knowledge articles were restructured with better context, search, and categorization, and Google Analytics was wired in to track what was actually being read. Employee NPS hit 70% against a target of 65%. First contact resolution reached 92% against a goal of 85%. Issue resolution time dropped 40%. What the numbers don’t show is the quieter win: employees stopped calling because they didn’t need to.
Reinventing UX with partner portal transformation
A Mountain View-based data storage technology company knew its partner portal had a problem before it could fully articulate what that problem was. Usability concerns surfaced in partner feedback. Content felt scattered. Navigation wasn’t intuitive. No consistent design language ran through the experience, and personalization was essentially absent.
Brillio ran design workshops before writing a line of production code, surfacing the specific friction points that technical audits alone tend to miss. Rather than treating navigation, responsiveness, design uniformity, and extensibility as separate workstreams, the rebuilt portal addressed them as a single system. Menu bars, headers, banners, page layouts, and typography were all redesigned around a unified visual language. Partners found what they needed faster. Engagement climbed. And the configurability built into the new architecture meant the portal could evolve as partner needs shifted, without requiring a full rebuild each time. Design consistency, done right, is a business capability.
Improving service operations through agile Service Cloud and Community Cloud solutions
When a previous vendor leaves behind a broken implementation, the next team inherits more than technical debt. They inherit distrust. That was the starting point for a leading SaaS provider that needed modern, branded self-service communities for customers and partners while also untangling workflows so complex they were actively breaching SLAs.
Brillio built a unique flow matrix in Service Cloud that linked parent and child case artifacts, cutting through process ambiguity at the source. A branded Community Cloud replaced the fragmented experience customers and partners had been navigating. A custom SLA tracker replaced guesswork in milestone management. The agile delivery model meant teams could course-correct quickly rather than discovering problems at go-live. Community and knowledge teams reported better engagement post-launch. Case deflection rates climbed. Self-service adoption followed. The transformation illustrated something that’s easy to say and hard to execute: platform quality is inseparable from implementation quality.
Enhancing customer support with Service Cloud Lightning and Community Cloud
For the internet’s leading destination for photographic and video equipment rental, the challenge wasn’t recognizing that their support platform needed to change. It was the scope of what ‘change’ actually meant. Moving off Oracle RightNow required solving for omnichannel routing, live chat, customer personalization, SSO, and email-based targeting simultaneously, not sequentially.
Brillio configured the Lightning Service Console to deliver a 360-degree customer view across three case-logging channels with queue-based routing. Person accounts were converted to business accounts to reflect how the business actually structured its relationships. Live Agent went live on the website and integrated directly with the console. SSO was built for the newly branded Napili Customer Community. Downstream, agents and support experts collaborated more effectively via Chatter, case resolution accelerated, and community adoption rose because the experience was finally worth adopting. Connecting every touchpoint, rather than optimizing each one in isolation, is what a mature CX transformation services approach actually looks like.
Improving customer engagement with Community Cloud
Educational institutions don’t often appear in enterprise technology case studies. They should. An organization delivering STEAM-integrated liberal arts education faced a surprisingly common enterprise problem: manual enrollment processes that frustrated parents, burdened administrators, and created no visibility into community engagement.
The answer was a self-service portal built specifically for the enrollment lifecycle. Parents could handle re-enrollment, update contact information, change campus preferences, and make payments without calling or emailing the school. Administrators got dashboards with a live view of demand and community activity. NetSuite integration meant new student enrollment data flowed where it needed to go without manual handoffs. The architecture was designed to scale, anticipating parent-facing interactions that weren’t yet fully defined. When admission inquiries and inbound calls dropped, that wasn’t a metric chased for its own sake. It was the signal that the portal had earned its users’ trust.
Optimizing healthcare compliance with Salesforce Community Cloud
Compliance software for healthcare professional engagements operates in one of the most demanding regulatory environments in any industry. For a leading global provider in this space, the challenge was architectural: a .Net system built separately for each customer, with no tablet support and rising customer dissatisfaction baked into every deployment.
Shifting from a solutions mindset to a product mindset was the turning point. Brillio built and deployed a healthcare industry product across life science customers that handled complex compliance rules, organizational hierarchies, expense workflows, and approval processes through configuration rather than custom code. Mobile and portal solutions replaced fragmented expense management processes. The minimum viable product was delivered in four months. What followed was a service-first architecture with flexible, globally consistent support for event compliance across countries and regions. For enterprises asking how digital transformation consulting and enterprise AI solutions come together with genuine industry depth, this case offers a direct answer: domain knowledge and architectural discipline, working in tandem.
