A leader in air transport communication and IT solutions, this aMind client provides services to more than 3,000 customers in 200 countries and territories. After rolling out a self-service portal, the company discovered customers weren’t anxious to adopt it. The reasons? Because it had a poor user interface and experience, was a separate portal from the regular customer portal, and it took more than 40 minutes to process a new order.
aMind Leverages Existing Web Site for Greater Success
The client turned to aMind for help in solving the portal issue. Using the aMind Web Framework, aMind Solutions deployed the existing Siebel data and logic into the client’s existing web presence, which eliminated duplicate data or logic maintenance. aMind then optimized product modeling and implemented complex order management features related to pricing and eligibility for more efficient billing integration.
Better Customer Experience Means Greater Adoption
The new solution from aMind dramatically cut the time it took to order products. This particular product set affects 85 percent of the client’s revenue – making this a significant success factor. aMind enabled a new self-service ordering experience with an intuitive process and user interface for placing orders and checking order status through the customer portal. With aMind, this client achieved:
- Reduced task completion times from 44 minutes to 8 minutes for IP VPN orders
- Improved the customer experience with an integrated portal and user interface
- Reduced headcount needed to support customers by enabling self service
- Reduced the amount of training required