LOS ANGELES, Calif. – (January 9, 2023) - Liferay, Inc., which develops a cloud-powered digital experience platform (DXP) with portal, content, and commerce capabilities, is pleased to announce that it has been chosen by CIFA - the Italian multinational manufacturer of machines and solutions for the production, transport and laying of concrete - to develop the new aftersales portal CIFA Connect, dedicated to its sales and service network in Italy and around the world.
Always attentive to innovation, CIFA has a long history of constantly investing in the research and development of cutting-edge products and services and is projected towards a sustainable future, through the production of electric machines and the adoption of social responsibility policies, placing the customer's needs at the center of its work
The project for the creation of a new aftersales portal started from the need to renew the process with which CIFA has managed all aftersales activities up to now, from the purchase and supply of a spare part, to overhaul and repair and maintenance, up to the management of guarantees and complaints. Furthermore, there was a need to integrate the different IT systems already present to correlate data and have an overview of the process.
In addition, the CIFA Aftersales Department, made up of two departments - one dedicated to spare parts and the other focused on assistance - had two additional objectives: the first was to offer dealers the right training and knowledge of the products by making available technical documentation, photos and videos of the machinery and related components, and the second was to solve customers' problems in the shortest possible time, thus increasing their satisfaction.
The company was looking for a supplier capable of creating customized and integrated digital experiences through a flexible platform adapted to the specific needs of CIFA, and chose Liferay. An aftersales portal was therefore created, CIFA Connect, entirely based on Liferay technology counting on the professional services of SMC, Platinum Partner of Liferay, and ICM.S, partner of CIFA.
"Companies are increasingly aware of the impact aftersales activities have in promoting customer satisfaction as well as in increasing corporate profitability. Providing valuable services by focusing on digital is certainly a winning move and an opportunity to establish lasting relationships with partners and customers", commented Marco Leo, VP of Product and Technology Innovation at Liferay. "The project we developed together with CIFA goes precisely in this direction, that is, to make aftersales a highly strategic activity, essential for building customer loyalty, maximizing business and creating differentiation from the competition".
Andrea Paccagnella, Aftersales Director of CIFA commented: "The proximity to the customer in order to be able to support them in every area is for us at CIFA increasingly important to our mission. This is why, after a long analysis and design phase, CIFA Connect was born: the new portal that connects all CIFA dealers with the aftersales world. What spare parts do they need? Has any repair been made on the customer's machine? With CIFA Connect we have everything under control with just one click. We needed a partner who was flexible and adapted to our internal processes, but at the same time was able to integrate other modules in the future and support us in the digitization of new procedures. We have found all of this in Liferay".
CIFA Connect is an integrated platform that provides dealers with everything they need in the aftersales process in a single portal: purchase of spare parts with constantly updated promotions, online parts catalog, technical documentation, video demos, complaint management and warrant contracts.
Thanks to Liferay technology, CIFA Connect benefits from optimal communication and collaboration, rapid request management, a single space for sharing information, and fluid process management thanks to digital and automated flows and full visibility and control.