Digital Transformation Through a Self-Service Portal for Seamless Customer Experience

Challenges

Purple Cow Internet struggled with slow replies and delays in operations because routine questions flooded customer service, and manual tasks piled up. The limited staff spent too long handling simple duties, so there was very little time to deal with complicated problems.

The main objective was to;

• Ensure seamless handling of user accounts without calling support.
• Offer quick access to self-service features using an online portal.
• Utilize resources to tackle tough and complex tasks.
• Enable smooth operation with automation.

Solutions

To resolve the client challenges, our team of developers started by building the frontend of the portal using React.js, which provides a dynamic and responsive interface. For backend we used Node.js to create a secure and easy authentication system. It helps users to safely access and customize their account information. 

After we set up the foundation, we developed an easy to use dashboard using React.js. This dashboard overview showcases due balances, service status across areas, and existing plan details. Users can see all their services in real time.

In the next step, we integrated ChargeBee and created easy steps for users to manage their plans and payments. With the added features, users can upgrade their plans or add and cancel TV/phone services.

They can add, remove, and set primary payment methods accordingly. We also added subscription management tools that let users update their email addresses and change renewal dates based on their location.

To improve financial transparency, we integrated an account statement feature. This feature allows users to securely view their billing records/invoices stored in MySQL without any assistance from customer support.

Following this, we developed a referral program leveraging Salesforce CRM that helps users track their referral history and earnings. Users can easily share code and referral links with others.

Finally, we completed the portal by developing robust profile management features. With these features, users can easily manage and modify their personal info, profile picture, contacts, and account password. This step by step approach made the experience smoother for users and reduced the need for manual customer support, while ensuring high-level security and scalability with AWS hosting the application on the cloud.