CLIENT OVERVIEW
Tecto, a subsidiary of V.tal, was launched in 2024 to meet the growing demand for digital infrastructure in Latin America. With operations in Brazil and Colombia, the company combines neutrality, innovation, and 100% renewable energy to deliver high-performance data center solutions for hyperscalers, telecom operators, and cloud providers.
Near Partner proposed building a new portal on Salesforce Experience Cloud, using the Customer Portal Salesforce template as a foundation to address their main challenges.
Headquarters: Brasil
Industry: Telecom
Salesforce Experience Cloud Partner Portal
Aligned with SAP invoicing
Scalable Architecture
Patrícia Peixinho
Project Manager
As part of its digital transformation journey, Tecto identified the need to revamp its Customer Portal Salesforce, a critical tool for managing services and contracts.
The goal was to enhance user experience, reduce support dependency, and modernize digital processes to strengthen its market positioning.
Manual handling of tasks, slowing execution and increasing errors, which impact overall business efficiency.
Low customer adoption of the Portal limiting operational efficiency and business visibility.
High volume of manually created tickets consumes capacity and increases costs, negatively affecting business performance.
Slow and unintuitive service interactions lead to lower customer satisfaction and can impact business outcomes.
Extended time-to-service reduced responsiveness and affected business efficiency.
These issues negatively impacted customer satisfaction and created bottlenecks in operations, hindering Tecto’s growth ambitions
Near Partner proposed building a new portal on Salesforce Experience Cloud, using the Partner Portal template as a foundation. This approach accelerated delivery with out-of-the-box features while allowing customization of flows and UI/UX to meet Tecto’s specific needs.
Integration with an external identity provider, giving administrators secure and autonomous user access management.
End-to-end sales process aligned with SAP invoicing, despite integration limitations.
Fully customized interface to provide a modern and intuitive customer experience.
High technical debt in the legacy Salesforce org.
Lack of documented business processes, extending the discovery phase.
Near Partner addressed these by conducting in-depth workshops with stakeholders to map undocumented processes and ensure alignment between business needs and technical design. In parallel, technical debt mitigation strategies were applied to create a sustainable foundation for the new portal.
To deliver value early, the project was split into two phases with separate deployments, enabling incremental improvements, feedback integration, and tangible progress for the client.
Tecto chose Near Partner because of its prior experience with the company’s Salesforce org and processes. This familiarity reduced onboarding time and allowed the team to focus immediately on solving critical issues.
Deep Salesforce expertise and integration know-how.
Process alignment through extended discovery workshops.
Flexibility to adapt solutions to client needs.
Agile, phased delivery to ensure continuous value.
