Streamlining Support Operations with Secure Salesforce Case Management

A leading global provider in the water technology sector faced a critical security vulnerability in its support operations. Their legacy Web-to-Case portal was exposed to a high volume of spam and bot attacks, overwhelming the system and its support agents. This constant influx of fraudulent cases drained team resources and caused significant delays in resolving genuine customer issues, impacting service quality.

Caelius Consulting architected a secure and intelligent workflow to replace the vulnerable intake system. We developed a solution on the Salesforce Experience Cloud platform, integrating Google reCAPTCHA v2 into a custom Lightning Web Component. The system uses both client-side and server-side API verification to authenticate every submission, ensuring that only legitimate entries are created as cases in Salesforce.

The implementation completely resolved the security gap and dramatically improved operational performance. The key results include:

• Spam was eliminated, and all automated bot submissions were blocked.
• Agent efficiency vastly improved as they could focus exclusively on valid customer cases.
• Customers benefited from faster response times and better overall service quality.
• The legacy security loophole was closed, providing a future-ready safeguard against evolving threats.

Download the full case study to see how our expertise in Salesforce security architecture can protect your system, empower your teams, and improve the customer experience.