Support team response time shortened by 40%

Beyond The Surface Problem

Class needed more than a new portal. They needed a support experience that reduced noise and guided users toward meaningful self-service. Their team believed a multilingual environment would empower users and that structured ticketing would shift internal attention to issues that carried real weight. They also believed visibility into urgent cases would help leadership stay ahead of emerging challenges.

Class’s Objective

• Establish a self-service Experience Cloud portal with translation capability
• Reduce the volume of minor requests reaching the support team
• Create a structured case process that reflected SLA commitments

Here’s How We Did It

The CUBE84 team moved through a fast-lift approach that centered on clarity and speed. We designed an Experience Cloud portal that welcomed users with intuitive navigation and direct access to multilingual knowledge articles. We enabled translation across five languages to support Class’s global audience.

Service Cloud became the core of their case management structure. We introduced SLA schedules, consistent case handling rules, and Slack notifications that alerted leadership when critical issues arrived. Each element worked as part of a simple, reliable path from user question to resolution.

Transformation In Motion

The shift to a self-service model reduced the volume of incoming tickets and freed the support team to focus on meaningful work. More users found answers directly in the portal, and the team saw a clear drop in repetitive, low-impact submissions. With Slack notifications tied to SLA timelines, leadership gained visibility into the issues that required their attention. The organization started to operate with a calmer, more focused rhythm.