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CASE STUDY | 12 MINUTE READ

Global Technology Leader Launches Their Customer Self-Service Portal in Just 11 Months

Broadcom Inc. transformed their customer self-service portal with Liferay DXP on their private cloud, creating a single place for users to get the resources they need.
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11
months to launch
345
features
66%
Reduced Clicks
Outline
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Key Takeaways

  • Relieve the burden on your customer support teams with effective self-service.
    After rolling out their new self-service portal, Broadcom has seen a reduction in support tickets and an increase in customer satisfaction.
  • Build major projects quickly with a low-code platform in the cloud.
    The powerhouse combination of Liferay’s low-code technology with the cloud meant that Broadcom was able to go live in under 11 months.
  • Keep your platform online with flexible technology on a solid cloud foundation.
    Broadcom is able to maintain 99% uptime, staying highly available while performing crucial fixes and updates.

Background

Broadcom Inc. is a global technology leader pioneering the design, development, and supply of a wide range of semiconductor and infrastructure software solutions. With a category-leading product portfolio, Broadcom serves critical markets including data center, networking, software, broadband, wireless, storage, and industrial.
 
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Challenges

Because Broadcom has so many different types of customers spanning multiple industries, they needed a new and better customer self-service portal that would bring together product and account resources in one place.

Broadcom wanted their updated solution to:
  1. Serve as a universal support hub. Broadcom was looking for a cohesive experience across their customer base, with one landing page that functioned the same way to simplify access.
  2. Maintain high-availability. With many customers in critical and high-pressure industries, Broadcom needed a platform that would stay online all the time.
  3. Give customers a personalized experience. The current portal showed the same generic view to all customers, while Broadcom wanted customers to see their specific products.
We don’t look at Liferay as the vendor. We see them as a partner.
Erica Callaghan
Communications and UX Officer,
Global Technology Organization

Implementation

According to Communications and UX Officer for the Global Technology Organization Erica Callaghan, “Liferay was chosen for its flexibility, scalability, and its ability to support our requirements,” which included cloud compatibility. Already a Liferay customer, Broadcom wanted to continue reaping the benefits of Liferay technology by extending their investment.

For the initial go-live, Broadcom started with transferring their software customers to the new self-service portal. To help with implementation, Broadcom relied on Liferay resources such as Global Services, Customer Success, and Liferay Support for development help, education, and issue resolution.

Since Liferay already fit well into existing technologies and processes, Broadcom was able to leverage many out-of-the box features, and the low-code development environment made customizations easier.
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Results

The entire project took less than 11 months from vendor and product selection to launch, with 845 features and 300+ clickable prototypes implemented across 4 projects. Additionally, the move onto the cloud allowed them to reduce their maintenance costs by downsizing the centralized database structure 75% from 800 GB to 200.

Customers visiting Broadcom’s new self-service portal can find education, documentation, information about their own products, and more. The portal also connects customers to virtual and live agent support and the opportunity to create and track cases. “Everything we wanted to do in terms of providing customer self-service has been realized,” said Callaghan.

Having given customers the ability to self-service almost completely, Broadcom’s new portal has resulted in the following benefits:
  1. Reduction in customer support tickets. With easier self-service, customers have been opening fewer tickets and spending less time finding answers, with a 66% decrease in clicks now that resources are in one place.
  2.  99% uptime. Because of the combination of cloud and Liferay on containers, Broadcom’s solution has achieved their high-availability goal, with the ability to perform maintenance upgrades in tandem with a live environment.
  3. Increase in customer satisfaction ratings. The streamlined navigation experience along with support personalization has made customers happier and more efficient when they use the self-service portal.
Broadcom is already diving into the second phase of the project, which involves moving additional semiconductor and Brocade customers over within six months. “[Liferay has] given us a stable platform that we can continue to build on and to grow the product on,” explains Callaghan.

Especially excited about new and upcoming feature releases from Liferay, Broadcom plans to personalize their self-service portal even further to meet customer needs and continue delivering an exceptional support experience.