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

Volpara Health, a Lunit company, is a global leader in software for the early detection of cancer. They provide AI-powered solutions that help healthcare...

_2025-06-19 · Healthcare & Life Sciences · ServiceNow_

## At a glance

Volpara Health, a Lunit company, is a global leader in software for the early detection of cancer. They provide AI-powered solutions that help healthcare providers better understand cancer risk, guide personalized care decisions, and improve patient

- **35%** — Improved user experience
- **67%** — Enhanced case tracking
- **30%** — Increased adoption rate

## 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.

**Get in touch.**