RedSail Hub Customer Support Portal

A Unified, Smart Support Experience Built on Sitefinity

RedSail Technologies teamed up with Smooth Fusion to create a modern, consolidated customer support portal. Built on Progress Sitefinity and integrated with Microsoft Dynamics via Pavlik’s Portal Connector, the portal delivers personalized support content and streamlined navigation, dramatically reducing support phone calls and improving self-service resolution.

Challenge

  • RedSail’s support content was scattered across static sites for multiple brands—QS/1, Integra, and PUBLIQ—making it hard for marketing and IT teams to manage and for customers to find relevant information

  • The old setup led to confusion and excessive support calls, burdening support operations and slowing down issue resolution.

Solution

Smooth Fusion implemented a custom integrated portal project that included: 

  • Portal consolidation: Built a single support portal using Sitefinity CMS, enabling multisite management and simplified maintenance.
  • Personalization & integration: Integrated single sign‑on, Coveo™ search for relevant results, and Microsoft Dynamics via Pavlik’s Portal Connector to deliver personalized support content based on each customer's product. lineup.

  • Comprehensive resources: The portal hosts knowledge-base articles, forums, product guides, release notes, training materials, webinars, downloads, and case management—all centrally managed in Sitefinity.

  • Developer expertise: Smooth Fusion’s decade-long Sitefinity focus enabled a tailored and scalable implementation.

redsail hub customer support portal dashboard screen shot of inviting users

Results

  • RedSail created a single source of truth with targeted, relevant content, reducing customer confusion and support tickets.
  • Customers reading knowledge-base articles achieved a 30% issue resolution rate immediately
  • Support calls fell to an all-time low; the portal’s self-service features—including case history, tracking, and management—freed up support staff for higher-value work.
  • Marketing and IT gained new visibility: marketers could monitor content engagement, and IT benefited from streamlined site infrastructure and maintenance

Impact 

  • A smarter, more efficient support ecosystem that empowers customers with self-service tools and relevant resources.
  • A dramatic operational improvement through reduced call volume, faster resolution, and enhanced analytics.
  • A scalable foundation—built on Sitefinity—for future growth, enabling evolving product documentation, LMS integration, and other advanced capabilities.
  • Industry recognition: Winner of the 2021 Progress Sitefinity Website of the Year Award, Portal category

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