Mindpoint Group

Mindpoint Group

How Vectr Solutions enhanced MindPoint Group’s service delivery with Salesforce innovation

Problem

MindPoint Group provides dynamic cybersecurity solutions for commercial and government clients, including FedRAMP assessments and advisory services.

To better serve its government customers, MindPoint Group needed to create a GovCloud Salesforce instance separate from their commercial Salesforce environment. They required a solution that could integrate with their existing SOC tools, provide a seamless way for customers to interact with their team across multiple channels, and increase analyst efficiency in resolving cases.

MindPoint also needed to ensure that all data and integrations met stringent FedRAMP compliance requirements while providing customers with secure, real-time access to their case information.

What We Did

Vectr Solutions collaborated with MindPoint Group to design and implement a Salesforce Service Cloud solution for internal users and an Experience Cloud site for customers.

  • Built a GovCloud Salesforce instance to meet FedRAMP compliance requirements for government customers.
  • Developed a secure customer portal allowing users to:
    • Look up information related to specific issues.
    • Open cases and track real-time case statuses.
  • Integrated Salesforce with Sumo Logic to enable auto-creation of cases.
  • Configured assignment rules to route cases to appropriate tiers and developed tier-specific access controls for case details.
  • Enabled internal users to utilize the Service Cloud Console or standard views to manage cases effectively.
  • Provided robust reporting tools for tracking case metrics at both customer and analyst levels.

Outcome

Vectr Solutions’s implementation transformed MindPoint Group’s service capabilities and internal operations, delivering results such as:

  • A scalable Service Cloud application designed to grow with MindPoint’s needs while ensuring FedRAMP-compliant security.
  • Increased operational efficiency through assignment rules, tiered case management, and automated case creation.
  • Managers now have visibility into case performance at each stage, enabling continuous process improvement.
  • Customers gained access to a self-service portal with case deflection powered by a knowledge base tailored to their specific issues.