The Challenge
A print and packaging manufacturer identified a major roadblock to operational efficiency: its aging customer service portal. Launched over 20 years ago, the platform had become visually outdated and functionally inconsistent, with poor user adoption across both customers and internal teams.
Originally intended to reduce service load through self-service features, the portal instead created inefficiencies. Broken links, disjointed user flows, and fragmented design led to duplicate work, increased support requests, and administrative bottlenecks.
The Opportunity
The leadership team recognized that better processes would fuel their ambitious expansion plans. The customer portal was central to this strategy. It needed to function as a reliable, intuitive hub that could reduce internal workload and support frictionless customer interactions.
By improving usability and driving consistent adoption across departments, the company aimed to increase productivity and reduce manual interventions.
The Solution
We led a cross-functional team to overhaul the portal, redesigning it to maximize internal and external efficiency. Key focus areas included:
- Fixing outdated workflows and broken links to restore productivity
- Conducting user experience (UX) research to align the portal layout with customer expectations
- Ensuring consistent branding and experience across tools
- Simplifying onboarding for internal users through defined job duties
- Collaborating across Sales, Customer Service, and Marketing for a unified experience
- Rolling out the portal in phases with a comprehensive change management plan
This effort created a streamlined, easy-to-navigate portal that improved customer service and supported company growth.
The Impact
The redesigned portal led to faster resolution times, fewer service escalations, and more empowered customers. Internally, teams gained clarity and reduced administrative workload—freeing them to focus on strategic, high-touch service.
Backed by a strong internal rollout and re-education plan, the company re-established the portal as a core operational asset. With a 20% increase in projected customer utilization, it now supports the company’s growth strategy by delivering more with less.