Empowering enterprise customers through seamless self-service
A leading Pharmaceutical enterprise partnered with Wyoming Interactive to develop a best-in-class portal that optimized self-service order management support that would empower users and ease the strain on internal teams.
Client:
Cepheid
Industry:
Life Sciences, Pharmaceuticals
Services:
Design, Digital Strategy, User Experience Design, User Interface Design
The Problem
Growing demand that outpaced customer support capacity
Our client, a leader in Pharmaceuticals, faced overwhelming demand for their products, leading to a surge in global customer update requests and an overburdened support team.
Seeing an opportunity to enhance productivity and strengthen customer relationships, the client partnered with our team to proactively turn these challenges into opportunities for growth and innovation.
The Goal
Creating a scalable, user-centric customer portal
Our goal was clear: to enhance the user experience by providing customers with a scalable, self-service portal that offered greater autonomy and accessibility.
By designing a solution that allowed users to easily track their orders, access support documentation, receive notifications, and manage inquiries, we aimed to reduce their dependence on customer support.
The Solution
Empowering customers with a seamless self-service solution
Leveraging the client's forward-thinking approach, we implemented a two-stage solution. First, we developed a minimum viable product portal for real-time order and shipment visibility, reflecting the client's commitment to transparency and customer care.
Working closely with the client's skilled in-house UX/UI teams, we expanded this into a full-service digital support platform. This comprehensive solution included real-time order management, self-service support for accessing documentation, notifications, updates, and robust self-serve e-commerce functionality. With all elements meticulously crafted to align with the client's existing high-fidelity branding and user interface.
This collaboration ensured that the platform aligned with business needs while enhancing customer experience. The client's proactive involvement and dedication to innovation were crucial to delivering a scalable, user-centred solution that empowered customers and optimized operational efficiency.
The Results
Delivering convenience and efficiency to customers
The new customer portal delivered a best-in-class user experience, empowering customers to independently manage orders, track shipments, and access support resources. This self-service functionality not only enhanced customer satisfaction but also provided significant convenience by reducing the need for direct support interactions.
As a result, the client achieved notable cost savings in the first year and alleviated pressure on their support team. The streamlined processes and user-friendly design reinforced the client's reputation for customer-centric innovation, ensuring long-term value and scalability while seamlessly integrating with the client's in-house team.
