//What we accomplished for our clients
Self Service Customer Portal
// Overview
About Our Client
Serving over 3.8 million clients, our customer is a leader in the energy services sector at a national level, as well as an important figure in the electricity distribution and supply market.
With more than 120 years of experience in energy and utilities field, the client constantly invests in reliable technological solutions to deliver a high-quality customer experience and differentiate themselves from the competition.
Client:
Electricity Company
industry:
Public Services
Energy & Utility
technologies:
Liferay DXP, Java, JSP, Portlet Technology, RDBMS, Tomcat/JBoss, REST web services, AJAX
Business Need
Our client was looking for a solution that allowed their new subscribers to submit service subscription applications online and check their status anytime, thus optimizing the waiting time and avoiding a crowded, overwhelmed service desk. The COVID pandemic was a major influence in determining our client to adopt a self-service customer web portal solution faster.
The client’s requirements for the desired solution included the centralization of all subscribers, even those who had already applied at the counter. The client also wanted to ensure transparency after the submission of the applications and across the approval process, and thus, reduce phone interactions by providing all the necessary information within the portal.
Integration of the client’s existing ERP and payment systems was a must in order for the self-service web portal to work free of errors with a large amount of data and regulations.
Since COVID was an unannounced crisis, like any other crisis, the transformative shifts above had to be done and commissioned as fast as possible.
Solution
Our team developed a solid web portal that automates and simplifies the new customers’ subscription process and facilitates fast and friction-free solving of issues and complaints. It goes without saying that much of the frustrating, repetitive burden of the operational staff disappeared, being taken over by the portal.
The new web portal offers easy and clear subscriber segmentation, accommodating different categories of users and surfacing more relevant content through personalization per customer group. It also enables subscribers to manage and update their account information easily.
Our web experts brought to life a responsive design that ensures effortless navigation. The portal operates as a platform where users can access and apply for the client’s services and find the information they need. Also, users can view the status of their tickets and receive notifications about their progress. At the same time, the energy provider can seamlessly send out important information to their subscribers through notifications. As a default feature of all software solutions we develop, we ensure high security of the self-service solution to keep the customers’ data safe. Subscription digital forms comply with the GDPR provisions, with the possibility to correct existing data.
And most importantly, with a solid mastery of the API-first platform, our team integrated the client’s existing ERP systems and other third-party tools with the web portal so that publishing workflows, flexible payment & billing, and knowledge base approvals work seamlessly.
Everything was completed on time, allowing the energy supplier to respond rapidly to the new rules imposed by the pandemic and, of course, their clients’ needs.
Flash Facts
- 500 Simultaneous logins
- 24/7 Service
- 70.000 New users yearly
Key Benefits
Once the Testing & QA part of the development process checked, the client received a robust solution which guarantees them with:
Leveled-up customer experience and reduced waiting time
in complaints thanks to the contactless services & assistance.
Flexibility & scalability
The portal was rapidly integrated with other software solutions and self-service functionalities to ensure a higher support as the customer base grows.
Error-free and easy compliance management
based on risk mitigation in a reliable document environment.
Better collaboration and enhanced productivity
thanks to the rapid integration with third-party software solutions and self-service functionalities that ensure higher support as the customer base grows.
High availability
translated into 24/7 usage time, 70.000 new users/year and 500 simultaneous logins. In case one of its servers is overloaded, all requests are shifted to the second one, without affecting the customer interaction with the portal.
