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.
