Customer Experience
Customer Portal
Modern self-service platform connected to account and support systems.
Client
B2B services provider
Discipline
Customer Experience
Technology
- React
- Identity provider
- REST APIs
- Design system
Challenge
Customers had to call or email for routine account changes, document downloads, and status updates—driving up support load and damaging satisfaction.
Solution
A customer portal with secure authentication, account self-service, document access, and ticketing—designed with real customers and integrated with the back-office systems already in production.
Results
- Routine support volume reduced significantly
- Higher CSAT among portal-active customers
- New digital channel for upsell and onboarding
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