Replatforming Of Self-Service Customer Portal

The Challenge

Senior management at XYPRO realized that the old PHP based portal is not meeting the expectations of a large customer base that they have for its enterprise security software. They were looking for a robust self-service customer portal to support their customers where customers could go and download software documentation, software, and resolve issues. Customers had to login twice before they could create a support ticket or search the knowledge base.

The Solution

After comprehensive user research and understanding of their needs, we proposed to re-platform their self-service customer portal. We redesigned their portal using Liferay. Customers now could go to the portal and download the software, documentation and other materials without having to contact customer support.

For a connected customer experience, we achieved integration between Liferay and Salesforce. XYPRO customer portal has exceeded the company’s expectations in terms of usage and customers’ reaction. Users can now create the support tickets directly from Liferay without having the need for them to go to Salesforce.

Since we established single-sign-on (SSO) between Liferay and Salesforce, the customer portal has exceeded the company’s expectations in terms of user experience and customers’ reaction. We understand that reliability is a key when it comes to self-service customer portals, we developed a highly available AWS cloud infrastructure to host the Liferay portal to make sure we have 99.9% uptime.

Overall, this new self-service customer portal made customers happy with faster resolutions.