Case Studies

We follow strict internal guidelines and processes to regulate our output quality
and operate at the highest of standards.

Get in Touch

Self Serve Customer Service Portal

CBI My Account Project

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
« Back to Case Studies
^