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Customer Portal

OVERVIEW

The Customer Portal was created as an easy-to-use tool for reporting and checking repair statuses that’s available 24/7. This intuitive portal, that takes on the form of a so-called “long-page”, can be prepared in our partner's brand colors and can serve as an addition to their helpline. It will definitely help any partner meet the expectations of today’s increasingly demanding clients.

Capabilities

User experience analysis
Web app design
Software prototyping

Launched

2016

Challenge

More and more people using innovative and technologically advanced services want to contact their service provider online should they have any questions. The speed and ease of online communications is often preferred to having to visit a POS or calling a helpline. To answer these needs, we created Customer Portal – a dedicated web service for end-customers. The portal lets users quickly report damage to their phone, log in to their account, check the status of their device repairs or access the terms of service or the terms of insurance of their product.

Solution

Customer portal is a response to end customers’ preferences on how to contact a company
24/7 availability
The portal is integrated with the Digital Care system
It can be easily customized (e.g. functions, branding, bookmarks)
Sample features: submit repair, check repair status, product information, download regulations/general terms of insurance

How it works

A client enters the dedicated web portal where they can find all the information or functions they need. They can use the Portal to report damage to their smartphone, fill in data, check the status of their repairs, contact their service provider or find and download the terms of their service. In times when users demand instant access to information without having to contact a helpline, this is a ready solution for meeting the needs of target customers.





Główną działalnością Digital Care stało się projektowanie i wdrażanie innowacyjnych programów ubezpieczeniowych i usług dla urządzeń mobilnych, które oferowane były przez partnerów przy zakupie telefonu. Jeśli kupujesz produkt ochrony swojego telefonu u swojego operatora , najprawdopodobniej jest to jeden z produktów stworzonych we współpracy z Digital Care. Obejmowanie ochroną nowych telefonów, będących w momencie objęcia ochroną w nienagannym stanie, Digital Care bez problemu robi od ręki. Co jednak z telefonami, które klienci już używali i mają w kieszeni? W Polsce ok. 50% umów o usługi telekomunikacyjne podpisywane jest bez telefonu, w Rosji jest to X, a w Turcji nawet X. Oznaczało to, że do tej pory ogromna część klientów naszych partnerów nie mogła zakupić ochrony dla swoich używanych telefonów. Chcieliśmy odpowiedzieć na ich potrzeby i dać im komfort, że cokolwiek stanie się z urządzeniem, mogą je naprawić. Potencjał ten wykorzystaliśmy, projektując Scanbox.

User interfaces

before after

“The tools that we provided for our partners' customers change along with the everchanging trends in customer services. Creating a client portal was an obvious solution – an easy-to-navigate website with the most important functions that allows customers to submit repair requests or check the status of their repair online. This format is currently undergoing a transformation, gaining new features that our partners need to effectively handle their existing customers and attract new ones.”


Joanna Kondraciuk

Junior Project Manager of DC Lab