The client, a global leader in enterprise infrastructure software development, uses Salesforce Sales Cloud and Service Cloud extensively. Its primary sales channel consists of a large partner network of distributors and value-added resellers. The company provides these partners, via a secure partner portal, access to a number of internal applications, including Flexera, Okta, Academy LMS, Partner Zone Portal, and MSP Portal.

• High Support Team Workload: The user support team was overwhelmed by thousands of calls each month from partners requesting access management tasks such as granting, changing, or revoking access. This led to inefficiencies and a potential strain on resources.
• Inefficient Access Management Process: The manual nature of managing access requests likely resulted in delays, errors, and inconsistencies, impacting partner satisfaction and productivity.
• Dependency on Support Team: Partners relied heavily on the support team for basic user management tasks, creating bottlenecks and limiting the ability of the team to focus on more strategic or complex issues.
• Scalability Challenges: With a large network of distributors and value-added resellers, the existing process was not scalable and risked becoming unsustainable as the partner ecosystem expanded.
• Lack of Partner Autonomy: The absence of a self-service capability for partner managers meant partners had limited control over their users' access, impacting their ability to operate efficiently.

The client engaged Airo to develop a user management function within its partner portal. This feature gives partner managers the ability to approve access requests from their assigned partners/users—and thereby reduce the support team’s workload.

The Impacts of the self-service user management function, which was built in Salesforce Lightning with custom components, include:

• Partner managers can log in to the portal and see a list of all users from a specific distributor or reseller.
• Partner managers have the ability to add new users.
• The functionality allows them to set up access to various apps for users directly from Salesforce.
• A user record displays the specific applications available, and provides the ability to modify access.
• Access requests, once submitted in Salesforce, are integrated with Okta in real time. Additionally, requests are integrated with downstream systems such as Flexera, Academy – LMS, Partner Zone Portal, MSP Portal using REST APIs to manage user provisioning.
• Provisioning status is displayed on the partner portal so partner managers can monitor the status of the requests.