A German multinational company in the automotive industry operating in Portugal aimed to enhance its financing solutions and services. AdvanceWorks developed a new portal, featuring a Backoffice for internal use and a client-facing front-end. This initiative aimed to reduce dependence on customer support call centers, allowing clients autonomy in managing their requests.

Team Collaboration

The collaborative effort of five professionals encompassed diverse skill sets, including software development, database management, and user interface design. This interdisciplinary approach fostered efficient problem-solving and creativity, contributing to the successful development of the portal.

Goals Achieved

The main goals for this project were:

Enable customers to independently perform various tasks, reducing reliance on manual assistance

Drastically decrease calls to the Customer Interaction Center, enhancing operational efficiency

Establish a centralized repository for customer documentation, simplifying access and management

Improve the efficiency of the Customer Interaction Center in executing tasks and providing support.

Results

The portal’s implementation resulted in a remarkable 75% reduction in customer calls as well as a significant 30% decrease in call durations. This not only streamlined operations, but also enhanced the overall customer experience.

Next Steps

Continued optimization includes gathering ongoing user feedback for feature enhancements and exploring additional integrations for richer functionalities. Using an iterative approach is aligned with the industry best practices, ensuring the portal remains a dynamic and effective solution.