The Challenge

After 2.5 years of using their old portal solution (Salesforce Community Cloud), Claroty considered its implementation a failed effort – one that cost them time, money and even caused customer complaints. Some of the frustrations Claroty experienced with their previous solution included:

• A high cost
• Inflexibility of the platform
• Had to pay per user for every customer that needed to log in and submit a support ticket
• It lacked an identity provider (IdP) to allow users to access resources while upholding the most stringent standards in security protocol. Gil recalls having to hire a 3rd-party company to assist with “a lot offront-end tweaking” to their system.

Discovery of Magentrix

• Claroty spent one year searching for customer portal solutions.
• They explored both Zendesk and Wix Answers as possible alternatives.
• Eventually, an existing customer of Magentrix recommended the platform to Claroty.
• Upon initial exploration of the platform, Claroty realized all of the benefits and opportunities this new solution could provide their team and customers.

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Factors influencing their decision:

• Claroty was especially eager to use Magentrix as both their licensing portal and training system, rather than requiring multiple platforms and having to direct customers “all over the place.”
• “[Magentrix] was the complete change we wanted to achieve,” said Gil. Claroty was inclined to select Magentrix because they felt confident in the company, the team, their vision, and what they could do for Claroty in a short amount of time.
• But what solidified their choice was the integration with their CRM, Salesforce. A smooth integration with a clear, no-siloed approach, it was clear administration would be easy.
• The Salesforce integration can be completed in just a few clicks, unlike their previous system, where they needed the services of an external company to help customize the platform.

Results

1) Magentrix is a one-stop shop for all of Claroty’s systems. Claroty customers can now access everything in one place:

• Product licensing
• Product training
• Product downloads and onboarding
• Knowledge base (help and technical documentation)
• Announcements on new versions, critical issues, etc.
• Support ticketing

2) Claroty benefited from cost-savings by switching to Magentrix from their previous system. They eliminated 36% per year in anticipated overhead costs, in addition to other costs, such as hiring a third party to customize their platform.

3) The portal launch reduced customer complaints by 10x

4) Claroty customers can self-serve when they require support, thanks to the Articles module.Magentrix automatically deflected 63% of cases submitted, to answers suggested by the knowledge base, resulting in significant time-savings for Claroty should their team have had to allocate human resources to answer these cases one at a time. “This also reduces a bunch of administrative overhead,” said Gil.

Claroty’s customer portal homepage:

Bonus: Fast & responsive team

Initially, Claroty believed the Magentrix implementation would be a large and time-consuming project. To the team’s delight, implementation took less than two months

Claroty found the Magentrix team to be exceedingly responsive, “We had an almost immediate response anywhere we needed help,” says Gil.Since then, Gil administers the system independently, with minimal assistance from the Magentrix support team, “We like the out-of-the box features like single sign-on (SSO) and the easy configurations we can manage ourselves.”

For Gil, the most important thing was the ability to scale the Claroty customer experience in a short matter of time, “We managed to achieve everything we wanted,” he says. “[Our portal] became a one-stop shop for everything – licensing, training, etc. whereas before, we just [had] a ticketing system.

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