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Self Serve Customer Service Portal

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Ace Infoway - Self Serve Customer Service Portal

About Client:

 

A leading provider of information, training, in-depth customized data products for several sectors Food & Drug, Energy, Financial, Grants, Nonprofits. This includes products providing compliance information and covers both Federal and State regulations. Customer have developed several online publications portals, Data Services websites, Subscription portals, Event Registration systems, E-commerce websites, Online Magazines, Contests portals and so on.

Keywords

#webapplicationdevelopment #.NET #Publishing #Compliancetools #Consolidation #Customerservice #Selfserviceportal

Self Service Portal Developed:

From this centralized but independent Account Management System with Single Sign-on (SSO), customer can perform various tasks like the ones listed below without having to reach out to customer service or sales person:

  • View of complete order history from across all the websites/portal/offline in single grid for any customer with option to,
    • Re-activate any subscriptions expired in past
    • Generate invoice for any order
    • Get the PIN for Live webinar / OnDemand recording access if forgot or misplaced
    • View order details
  • Show all Active Subscriptions and Upcoming Events/Webinars
  • List all my Trial orders placed for any products
  • List all Subscriptions expiring in next 6 months and subscriptions expired in past 6 months, for easy renewals
  • Outstanding payments, order details - allows customer to make online payment.
  • Generate Certificate of Participation for Live Online Webinars or In-person Training Events that customers have participated in.
  • Canceling registration for Live Online Webinars or In-person Training within permitted time limit.
  • Switching ON/OFF Standing orders (recurring yearly orders)
  • Email notifications branded as per business line for any interaction done from Account portal.
  • Update profile information like email, password, Shipping/Billing address and forgot password with all the updates being synced to back end revenue/subscription management system.
  • All different websites/portals linked to the centralized Account Management system for easy access.
  • Related products information based on products purchased/subscribed or registered by customer.

Business Need:

While there were many different verticals & sectors covered by means of customer facing portals and websites, there was a need to provide a self service portal that can extend control of information and actions to customer themselves. This required a careful technical design of system with different technology sites, disparate backends and providing access to information from a centralized subscription management system. The goal hence was creating an Account Management portal so that customers are able to self-serve and customer service / sales people don’t have to spend time fulfilling their request like subscription renew/re-activate, generate invoices, get PIN for webinars etc.

Timeline for this Project

4 Months

Team allocation for this Project

  • 1 Developer
  • 1 QA
  • 1 PM

Project Details

Self Serve Customer Service Portal
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