Use Case: Give Customers More Independence Through Self-Service and Automation

In their daily lives, customers have become accustomed to using portals, apps, chat, mobile devices, and other channels to communicate with businesses. Their data is stored in a single central location, and service requests can be submitted based on their own information. Outdated, non-digital experiences reduce customer loyalty. As competitors begin to offer these modern services, customers are gradually switching to other providers.

Familiar situations in today's work environment

• Customers must send an email to receive support, while employees do their best to respond through multiple back-and-forth emails, resulting in lengthy resolution processes.
• Employees have to switch between different systems (email, ERP, collaboration software, product information systems) to find customer and product data. This leads to inconsistent answers, long response times, and errors in the process.
• There is no clear picture of how customers experience the service, because the systems do not record structured customer and service data. You don't know exactly where to start to improve the customer experience.

It's time to strengthen customer service

To address these challenges, manufacturers, B2B product companies, and wholesalers are implementing our user-friendly self-service portal and automating their customer service processes according to B2C standards. Our online portal enables customers to independently manage orders and returns, request support, find answers, and quickly get in touch with the service team. At the same time, you collect valuable customer data, generate insights, and improve customer interactions across all channels.

The steps to take

We go through four main phases to tailor the self-service portal to your business and provide your customers and employees with a modern, user-friendly solution:

Step 1: Designing the Customer and Employee Journey
A great customer experience starts with a well-thought-out plan. Together, we’ll design the best way for customers to use the self-service portal and how the team can best support them.

Step 2: Customize the portal and configure the customer service system
Whether you want to customize standard templates or create a completely unique design, we’ll ensure the solution fits your business perfectly. We’ll implement the solution based on the user-friendly design we’ve determined together.

Step 3: Integrating and Visualizing Data
A portal cannot function without data from other systems. We ensure seamless integration and visualization of all customer information, giving you a complete and clear overview without any complexity.

Step 4: System Testing, User Training, and Going Live
Together, we’ll test the system to ensure it delivers the desired experience. Once we confirm that everything is working, we’ll train the team and the solution will go live.

The final result

Our solution enables your customers to independently manage orders, returns, and service requests, find answers, and easily contact the service team. The user-friendly platform is designed to rival the B2C experiences we’ve all come to love. As customers use the system, you build up valuable customer data, gain insights, and improve customer service across all channels and teams.