Sovos Platform Services Case Study

The Challenge

Platform Infrastructure Missing

While Sovos Home provided the unified front door, the platform lacked the supporting infrastructure needed to operate efficiently at scale. Each gap created friction, cost, and complexity.

The Infrastructure Gaps

Authentication Chaos: No centralized login system meant each product managed its own credentials, making SSO implementation product-by-product expensive and slow.

Documentation Fragmentation: Product documentation lived in disconnected systems with inconsistent branding, making it hard for users to find answers.

Manual Provisioning Hell: Enterprise deals required professional services teams to manually configure settings and users across multiple products in multiple regions—a process taking days and costing thousands.

Support Silos: Outdated Salesforce portal with disconnected workflows, poor routing, and no integration with the platform's identity or design system.

The business reality: Sovos couldn't scale efficiently, onboarding was expensive, support was slow, and the developer experience was fragmented. Building these platform services was critical—but with limited resources.

Platform Vision: The Complete Ecosystem

Strategic roadmap showing how Login, Docs, Admin, and Support fit within the broader platform architecture. These four services establish the foundation enabling Products & Services, Partners & Connectors, Intelligence & Automation, and Operational Efficiency capabilities.

auto_awesome The Secret Weapon: AI-Native Development

With massive scope across multiple teams and partnerships, traditional development timelines would have taken years. Instead, I leveraged AI tools to accelerate every phase: design, development, documentation, and delivery.

For the platform team (Login, Home, Admin), AI enabled me to serve three roles simultaneously—UX Director, Platform Product Manager, and Scrum Master. For Docs and Support, AI allowed me to move from design directly to implementation, working with leadership teams rather than waiting for development resources.

This wasn't about replacing developers; it was about eliminating friction and enabling direct execution where traditional processes would have created bottlenecks.

Claude (Anthropic)

GitHub Copilot

Cursor

Figma Make

Devin

The Solution

Four Interconnected Platform Services

I designed and led product management for four platform services that work as a unified system, each solving a critical infrastructure gap while reinforcing the others.

01 · SOVOS LOGIN

Centralized Authentication

Platform-wide registration and identity management enabling rapid product adoption. Platform team development.

Single registration for all products
Product-centric authentication flows
Regional preferences & customization
Enterprise SSO (SAML, OAuth)
Rapid adoption by growth & harvest products

02 · SOVOS DOCS

Knowledge Base Platform

Unified documentation system with modern UI showcasing all products. Technical writing partnership.

Custom product icon design (40+ products)
Full site modernization with Mosaic CSS
Centralized documentation strategy
Toolbar integration across platform
Improved product discoverability

03 · SOVOS ADMIN

Enterprise User Management

Dual-interface admin portal serving client administrators and internal teams. Platform team development. Launching January 2026.

Centralized user & subscription management
SAML & JIT provisioning automation
Multi-product, multi-region configuration
Developer sandbox & API key management
Eliminated manual provisioning overhead

04 · SOVOS SUPPORT

Modernized Support Portal

AI-powered Salesforce modernization integrated into platform experience. Direct implementation with support leadership.

Design aligned with Mosaic/CSSS library
AI chatbot for ticket deflection
Improved routing & workflows
Embedded in Mosaic components
Direct integration from all products

The System Effect: These services work together as a platform backbone. Users register once (Sovos Login), access products (Sovos Home), manage teams (Sovos Admin), find answers (Sovos Docs), and get support (Sovos Support)—all with a single identity and consistent experience.

Visual Overview

Platform Services in Action

Sovos Support Evolution

From basic portal to AI-powered, personalized support experience

Phase 1: Foundation

Modernized Salesforce Experience Cloud with Mosaic design system integration and improved navigation

Phase 2: AI-Powered & Personalized

Integrated with Sovos Admin for account-aware support, AI chatbot, and contextual help across all products

Sovos Docs

Unified documentation hub with custom product iconography

Documentation Hub

Centralized search and navigation across 40+ products with modern, accessible interface

Product Catalog

Custom-designed icons for every product, organized by business unit and solution type

Sovos Login

Centralized identity platform enabling rapid product adoption

Authentication Portal

Product-centric login flows with SSO support and regional customization

Registration Flow

Progressive disclosure with international phone support and terms acceptance

Sovos Admin

Enterprise-grade user and subscription management (Launching January 2026)

Account Management

Enterprise configuration with SSO setup, JIT provisioning, and CRM integration

User Administration

Multi-product access control with granular permissions across regions and subscriptions

My Role

Designer, PM, Scrum Master, and Developer

palette

UX Director

Designed UI for all four services, created 40+ product icons, established Mosaic CSS standards across platform

hub

Platform PM

Owned product vision across services, conducted discovery, defined API contracts and integration patterns

fact_check

Scrum Master

Ran ceremonies, managed backlog, tracked velocity for platform team (Login, Home, Admin)

account_tree

Partnership Lead

Collaborated with technical writing leadership on Docs strategy and content migration

code

Direct Implementation

Built entire Sovos Support modernization—Salesforce customization, Mosaic integration, AI chatbot, workflows

architecture

Platform Architect

Defined service integration patterns, authentication flows, and shared infrastructure standards

This breadth was only possible through AI-powered acceleration. Tools like Claude, Cursor, and Figma Make enabled me to move from design to functional prototype to production code without traditional handoff delays. For Sovos Support specifically, AI tools allowed me to deliver a complete Salesforce Experience Cloud implementation that would traditionally require dedicated front-end developers and extended timelines.

The Impact

Platform Services Enabling Scale

Platform Services

40+

Products Integrated

Collaboration Models

Service Built Solo

Sovos Login (Platform Team): Established centralized authentication enabling rapid product adoption. Regional customization and SSO support accelerated enterprise deals by eliminating per-product authentication setup.

Sovos Docs (Technical Writing Partnership): Modernized knowledge base with custom product icons and Mosaic design standards. Centralized documentation improved product adoption and reduced support burden through self-service. Toolbar integration embedded help directly into product experiences.

Sovos Admin (Platform Team - Launching Jan 2026): Eliminates expensive manual provisioning by enabling instant multi-product, multi-region configuration with SAML/JIT automation. Transforms enterprise onboarding from days to minutes.

Sovos Support (Direct Implementation): AI-powered modernization delivered entirely through AI-accelerated development. Salesforce Experience Cloud customization, Mosaic integration, chatbot configuration, and workflow improvements—all implemented without traditional front-end development resources. Support now embedded in Mosaic components, providing contextual help across all products.

Platform Foundation: These four services establish the infrastructure enabling future platform capabilities. New products can now integrate following documented patterns rather than building custom authentication, documentation, admin, and support systems. The three collaboration models—platform team development, cross-functional partnership, and direct implementation—provide blueprints for future platform expansion.

Key Learnings

AI-Native Platform Development

AI enables direct implementation: By building Sovos Support entirely myself using AI tools, I proved that designers can ship complete Salesforce Experience Cloud implementations without traditional front-end development teams. This fundamentally changes resource allocation and velocity.

Different problems need different models: Platform services required three approaches—traditional scrum (Login, Admin), cross-functional partnership (Docs), and direct implementation (Support). AI acceleration worked across all three, adapting to organizational constraints rather than fighting them.

Shared contributions scale impact: By lowering development barriers with AI assistance, we enabled cross-team contributions (like Fearghal's RTL support PR), creating collaborative momentum beyond our core team.

Launch to learn, iterate to perfect: Turkish language support launched with known gaps—the goal was unlocking the market, not perfection. Refinement happens through usage and feedback.

Design tools as development platforms: Building functional forms in Figma Make proved designers can ship production features without traditional development cycles, fundamentally changing how we think about design-to-delivery.

Platform services compound value: Each service makes the others more valuable. Sovos Login enables Admin. Admin leverages Docs. Support integrates with all three. The system effect exceeds the sum of individual services.

Interested in AI-accelerated platform development and direct implementation?

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