CASE STUDY | 12 MINUTE READ

This Manufacturer Reduced Customer Calls 40% By Consolidating Platforms

A new distributor network portal built on Liferay is an all-in-one self-service solution.

Key Takeaways

40%

reduction in customer calls

50%

Increase in engagement

Increase in revenue

Key Takeaways

Choose a platform that can do it all.
The manufacturer was able to consolidate multiple solutions onto one Liferay-hosted platform that could integrate well with third-party applications.
Get great results with a customer-first approach.
By improving the overall user experience, the company saw a 5% increase in revenue, a 50% increase in engagement, and a 40% reduction in customer calls.
Save development resources.
Development time on Liferay has decreased by 15% compared to pre-implementation timelines.

Background

With a commitment to quality and innovation, for decades this company has been pioneering the manufacture of products used at home, in the workplace, and in industrial contexts. As a market leader in adhesives, this manufacturer also creates sealants, waterproofing solutions, construction chemicals, and more.

Challenges

Digitally, this manufacturer had a different platform or application for almost every solution in order to address their diverse and expanding distributor network. Maintaining so many platforms had grown difficult, however, and the user experience was inconsistent.

The company decided to reduce their platform count and look for a more all-in-one option to work as a self-service portal, one that would:

Reduce calls to the customer service team. It was challenging for users to find the right answers and complete tasks quickly.
Personalize the end-user experience. For a tailored experience for users from employees to distributors, the company wanted personalization.
Boost product sales. The manufacturer hoped to implement a direct buying model that would increase revenue.

Thanks to Liferay DXP's assistance, [we've achieved our] vision of transforming the distributor experience... With [the] help of [the] Portal, digital adoption and brand engagement have increased by 40%. The Liferay team has produced a simple but beautiful user interface. We are able to manage hyper-personalization and brand differentiation for the diversified portfolio using Liferay's segmentation capabilities.

Company Representative

Chief of digital initiatives

Implementation

After multiple rounds of evaluation, this manufacturer chose Liferay to consolidate their platforms.

Using an agile method of implementation, the team worked in sprints and phases to develop the new solutions on Liferay, which included seamless integrations for existing third-party applications. The second implementation phase introduced new features like claims management, market investment, policy undertaking, and more. In addition, the time it takes to develop and update features has decreased by 15%.

also see:

Increasing Profitability with a Customer Portal

Results

Now, 60,000+ users in the company’s distributor network can find everything they need on a single self-service portal with a modern, mobile-friendly experience. Through the portal, users can purchase products, watch informational videos, and access their personalized journey.

The consolidation has netted the following concrete benefits:

50% increase in engagement. Personalization and an easier buying process means more users are interacting with the portal.
5% increase in revenue. With the ability to make direct sales, the company has seen an impact on their bottom line.
40% decrease in customer service calls. The streamlined portal and buying process has also reduced the burden on customer service.

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This Manufacturer Reduced Customer Calls 40% By Consolidating Platforms

Key Takeaways

Background

Challenges

Implementation

Increasing Profitability with a Customer Portal

Results

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