FICO Case Study

The Company

Headquartered in Silicon Valley USA, FICO™ (NYSE:FICO) is a leading analytics software company, helping businesses in 80+ countries make better decisions that drive higher levels of growth, profitability and customer satisfaction.

Headquarters
Industry
Website

San Jose, California
Computer Software
www.fico.com

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The Problem

FICO suffered from the following pain points:

Security Issues

With so much sensitive customer data, security is a top concern for FICO. Unfortunately, with the older system they used, maintaining security was difficult and costly.

Future Uncertainty

Jive’s acquisition by Aurea and subsequent sale to Lithium meant FICO was uncertain of the future of their existing community platform. With their license expiring in June 2018, they needed to decide on a new platform and migrate quickly.

Custom Components

After years on the Jive platform, many of the components that FICO employees had come to rely on might not translate to other platforms. They needed assurance that the new community would look and feel just like their old one. 

User Adoption

In order for the new platform to work, FICO’s employees needed to find it easy to use and similar enough to their old platform to make adoption quick and painless. 

The Solution

Paladin Group was able to help FICO by:

Migration

Paladin migrated users and content from Jive X to a Salesforce community, including integration with OKTA SSO.

Native Tools

Paladin was able to leverage Salesforce’s native applications, including the Lightning Napili template, chat groups, community pages, and navigational topics to transfer the old community into the new platform.

Custom Development

In order to create the look-and-feel that would allow users to feel comfortable, Paladin built custom components for the new community, including wiki, blog, YouTube video, and Twitter components.  They also built custom tiered connected groups and multi-group approval logic.

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If you're ready to collaborate with Paladin Group or want more information, get in touch via the form and one of our experts will be in touch shortly.














The Results

FICO enjoys the following main benefits:

Security Issues

Salesforce’s security is top-notch, with built-in features to limit access to data and provide shield platform encryption.

Certain Future

Unlike other platforms, Salesforce has a strong road map and plan to keep its customers up to date for now and well into the future.

User Adoption

Thanks to Paladin’s custom development, FICO’s users were ready to use the platform quickly, leading to an efficient transfer to their new community without losing time to retraining or adoption efforts.