Case Study
Solution Architecture — Service & Experience Cloud Modernization Platform
Architecture by Yathiraja Inc. — Engagement details anonymized.
The client operated a fragmented service landscape with legacy Oracle Service Cloud applications and disconnected experience portals. They needed to unify customer service operations on Salesforce, retire legacy platforms, and modernize their dealer and customer-facing digital experience — while managing complex integrations with contact center, content management, and identity systems.
Owned end-to-end architecture, custom development, and integration delivery for a full Service Cloud and Experience Cloud modernization. Migrated legacy Oracle Service Cloud data and processes to Salesforce. Designed and implemented integrations with 8x8 contact center, Azure Active Directory, Azure Blob Storage, Coveo search, Youreka Forms, and LMS platforms. Established development standards, reusable component frameworks, and data migration best practices.
Successfully retired legacy service platforms and delivered a unified Salesforce service and experience ecosystem. Improved agent efficiency through a consolidated, Lightning-native interface. Established a reusable LWC component library and integration patterns that accelerated subsequent delivery phases.