A support portal and knowledge base customers could actually search

What was going on

SuMo, a behavioural gamification product built on Salesforce, had no good way to register and track defects or bugs. Customers and internal teams struggled to get timely updates.

The documentation lived in an open-source wiki that was awkward to navigate and weak at search. Customers often received an entire technical manual when they needed a targeted answer, which meant more support queries and more frustration. Internally, nobody could see common issues, which held back quality assurance and product improvement.

What I was asked to do

• Design a case management process that captured and tracked customer-reported issues with visibility throughout resolution
• Create workflows to identify and categorise defects and enhancements, feeding back into development
• Move from static documentation to article-driven, keyword-searchable content, with version control and usage metrics
• Help customers find answers themselves and cut the number of educational support queries

What I did

• Chose Zendesk for its case tracking and knowledge base strengths, then configured intake, categorisation and automated customer updates across the case lifecycle
• Built a custom workflow routing defect reports straight to developers, with known issues visible to support to avoid duplication
• Overhauled the knowledge base taxonomy into categories and sub-categories based on common troubleshooting themes
• Wrote templates for concise, step-by-step articles, plus version control and automated publishing
• Set up analytics for article views, feedback ratings and issue trends, and prioritised updates from customer feedback
• Led a cross-functional effort on onboarding material, including how-to videos

What changed

The portal lifted customer satisfaction with technical issue handling and case visibility by 47%, and case resolution times improved thanks to streamlined tracking and automated updates.

• Educational support queries fell 74% compared with the previous year
• Feedback forms showed users found the new format far more intuitive
• Onboarding videos reduced configuration-related cases at the start
• The development team could spot patterns and fix root causes in later releases

Doing it responsibly

Customers got automated but personal status updates, which built trust. Sensitive data in issue logs was anonymised, articles credited their subject-matter experts, and everything, including videos, was written to accessibility standards.