A Multi-Site Portal to Streamline Brand Operations

  1. Introduction:

    Guillemot Corporation is a designer and manufacturer of interactive entertainment hardware and accessories, offering a wide range of products including audio devices and PC and game accessories under the brand name Hercules and Thrustmaster.

    The Group is currently present in eleven countries and distributes its products in more than one hundred countries worldwide. It aims to offer high-performance and user-friendly products to maximize user satisfaction with interactive digital entertainment.

  2. Requirement:

    The client came in with multiple requirements for frontend store and support. For the eCommerce store, they need a single sign-on option and streamlined ticket management for support portal.

    • Shop

      They wanted their Magento customers to be able to use the support website without registering into the support site. Also that the customer information should sync between CRM and Magento in real-time.

    • Support

      They needed a self-service portal in WordPress where customers can create support tickets and resolve problems with streamlined communication. Other requirements included:

      • A multi-language portal support

      • Communication language preference while communicating with the support team.

      • Language specific email template

      • A single Dynamics CRM connectivity for multiple support websites.

  3. Solutions:

    The customer wanted a single solution to manage both the shop and the support site. So, we customized the CRM to manage both the Magento Shop site and WordPress support site with multi-language features.

    • For Shop Site:
      • We developed API calls in Shop (Magento), Support(WordPress), and CRM to manage data sync in real-time.

      • When a user registers in a Magento shop site, the data is automatically created in the CRM and can be accessed for the support site as well. Similarly, if a user doesn’t exist in Magento but exists in the CRM, the credentials can be used for the Magento site.

      • We also provided a default portal access to all the new users and contacts so that they can use the same credentials to access support and shop sites.

    • For Support Site:
      • We made customizations in the CRM to manage both WordPress sites - Hercules and Thrustmaster.

      • We added a ticket management feature in the portal so customers can see tickets and submit new ones along with emails and notes used to communicate.

  4. Results:

    With our solution, the client is able to manage both - shop and support site from one place. Their customers can use the same credentials to purchase a product or access the portal. The result is that they don’t need to remember multiple passwords and there’s no confusion. Besides, they can update the information themselves that auto-syncs between all the platforms.

 

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