How we transformed customer experience with a secure and branded customer portal

Challenges: Lack of a centralized case management system

Our client relied on email communication for issue reporting, making it difficult to track open and closed cases. Without a centralized portal, customers lacked visibility into their case statuses, leading to inefficiencies in issue resolution.

• No Self-Registration: Customers had no option to self-register, relying on an email-based contact creation process when reporting issues. If a contact did not exist in ServiceNow, rules were triggered to create one. However, this approach lacked proper mapping between the contact, company, and customer information, leading to inconsistencies.
• Limited Visibility: While support teams could track active and resolved cases for each user, customers lacked a consolidated view of their own cases, leading to a gap in visibility and clarity.

To address these challenges, the client reached zeb for a centralized and automated customer service portal.

Solution: Implementing a secure and branded customer portal

Self-Registration Enablement
We implemented self-registration, providing customers with a secure way to create their accounts using a unique code. This ensured proper mapping between contacts and companies, addressing previous gaps in linking new contacts created through email.

Branding Alignment and UI Enhancements
Updated portal’s design to reflect the client’s branding, enhancing the user experience with a seamless interface. This included a streamlined case submission form and a custom branded footer with company information, support details, and key communication links for a cohesive, professional look.

Enhanced Security with reCAPTCHA
Integrated Google reCAPTCHA to prevent bot-driven sign-ups and unauthorized access, strengthening portal security.

Pilot Release for Customers
Once the portal development was completed, we conducted a pilot release with 20 active customers, gathering feedback to refine the portal. Based on insights, introduced real-time case tracking and an announcement section for important updates.

Real-Time Case Insights & Updates
Implemented a real-time reporting dashboard displaying single score reports of open and closed cases. Customers could access case insights instantly, and an announcement section provided updates on new releases and services.

Secure Username & Password Distribution
We securely distributed login credentials to over 10,000 customers, following their password policies. The process was executed in a phased manner over 5 days to comply with email distribution limits, ensuring a smooth rollout.

User-Friendly Login Experience
A custom login page was designed, enabling seamless and secure access for direct case submissions.

Benefits: Enhancing efficiency, visibility, customer service, and ease of access

• Real-time tracking and structured workflows led to faster case resolution and improved response times.
• A user-friendly interface increased portal adoption, making it easier for customers to engage.
• A branded and intuitive portal enhanced accessibility, ensuring a seamless user experience.
• Enhanced security and compliance with reCAPTCHA and Terms of Use protected user data and ensured regulatory adherence.

Transform your customer service with a tailored portal solution

Looking to improve case management with a secure, self-service portal? Our experts specialize in implementing structured, automated workflows for enhanced service efficiency.

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