A world-leader in manufacturing of aluminum beverage packaging was encountering challenges keeping up with demand and providing a positive customer experience through existing technologies and processes. Many customer interactions were high touch and manual, creating strain on the company’s sales and order fulfillment employees.
This Fortune 500 company turned to CapTech to create a new enterprise-wide customer portal that automated manual processes, connected disparate experiences, and standardized and centralized customer orders and account management. CapTech provided end-to-end system design, architecture, and implementation expertise to partner with the client and deliver a solution that provides a much improved and self-service customer experience while enabling better business transparency, process, and delivery of the customers’ products.
The company was struggling with a highly manual ordering process that created challenges for customers and client employees. Customers lacked visibility into product availability and lead times, and regularly endured last-minute changes to orders due to disconnects between supply and demand planning. Employees were overburdened with inaccurate inventory and production data and an inefficient ordering process that required manual changes to orders and shipments.
The manufacturer sought a partner to create a new ordering portal to provide customers with a “one-stop shop” for order and account management. The portal needed to make it easier for new customers to learn about manufacturing with the client, and also standardize customer order and account management, automate manual processes, and improve visibility to key order information, thereby enabling better business delivery to customers.
CapTech partnered with the manufacturer to create a new digital, cloud-based customer portal that automated manual processes, connected disparate experiences, and standardized customer order and account management. CapTech provided end-to-end system design, architecture, and implementation expertise to deliver a solution that provides a much improved, self-service customer experience while enabling better business transparency, process, and delivery of the customers’ products.
CapTech’s Customer Experience and Analysis team met with representatives across the business to understand processes, customer pain points in existing processes, and end-user needs. The team designed the portal screens and user interactions from the ground up and conducted customer interviews and usability studies via clickable prototypes to refine and optimize the designs for customer use.
CapTech’s technical team collaborated with IT stakeholders to understand infrastructure and integration requirements between the new customer portal application and the client’s backend systems where portal data would be retrieved and stored. And CapTech’s delivery team completed all application development, system and integration testing, and user acceptance testing of the new portal.
In addition, CapTech provided a team of Organizational Change Management consultants to communicate the transition to the new portal across the client’s enterprise, drive customer adoption, and provide all training for internal client employees and customers.
The B2B portal makes it easier for client customers and client employees to partner in their interactions. Among the highlights, the portal:
Reduced customer frustration through improved, intuitive, and self-service experiences
Increased transparency and predictability to customers.
Increased customer autonomy by reducing customer calls to sales representatives, allowing a sales shift to strategic account management and revenue targets.
Delivered in-app learning content and live training sessions for 400 customers and 440 client associates.
Enabled a new cloud-based architecture in Microsoft Azure that is scalable for other client business applications.
Created a centralized hub of digital content in Kentico CMS that is easier to update across the global enterprise.