Salesforce Communities Data Integrated into Adobe Analytics

38 million

US members served by this site.

Largest nonprofit

in the US dedicated to empowering Americans 50 and over.

We are finally seeing our Salesforce Community site data flowing directly into Adobe Analytics and we’re thrilled to effect change to find opportunities to improve the consumer experience!

Viviana Pagan-Muniz

Senior Advisor, help network

Three Key Impacts

1

Executive Reporting

We can demonstrate AARP Help site performance to stakeholders and managers.

2

Marketing Visibility

We see the full view with Adobe as our Analytics system of record as we now have complete capability to know how we can help consumers throughout our digital ecosystem.

3

Site Optimization

We improve customer experience beyond the site by knowing how to better serve the customer.

Implementation Details

The Solution for AARP

AARP, the largest nonprofit in the US dedicated to empowering Americans 50 and over, implemented the Stoke Integration for Salesforce Experience Cloud and Adobe Analytics to finally see all web activity on its newly deployed customer service site.

New Customer Service Site built on Salesforce Experience Cloud

AARP’s key company initiative was to build a new and improved customer service site. AARP dedicated significant hours and dollars and the new site was built on top of the Salesforce Experience Cloud to allow for better centralizing of data across the customer journey.

Flying Blind in Adobe Analytics

The missing piece to deploy the new site was measuring site performance inside the company’s flagship tool for web analytics – Adobe Analytics. Due to technology differences, Adobe Analytics cannot track Salesforce Experience Cloud page activity. The AARP team had tried different approaches but nothing had worked.

Stoke Integration

The AARP team reached out to Stoke to explore their integration offering between Salesforce Experience Cloud and Adobe Analytics. The teams collaborated and sucessfully set up the integration on the AARP site.

Full Visibility in Adobe Analytics

With the integration in place, the AARP Consumer Care Team was finally able to see everything from page views to link and button clicks:

  • We can clearly share site performance up to stakeholders and upper management.

  • We have complete capability to know how we can help consumers throughout our digital ecosystem.

  • We can optimize the site going forward and improve the customer experience!

See SFDC Communities to AA Integration

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