Next Generation Case Management Portal Solution for Aseindia International Delivery Services Company
- Industry: Shipping
- Location: Switzerland
- Technology: SugarCRMIonicCakePHP
About the Company
Asendia provides a wide range of international delivery solutions, with e-commerce and mail services at the core of it all. It was launched in 2012 by La Poste and Swiss Post. They provide a number of value-added services like returns, fulfillment, and lettershop. They make cross-border commerce easy, reliable, and sustainable.
Client Requirements
The client sought a platform accessible to their customers to manage cases.
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A platform accessible to customers for case creation and management.
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Customers must get in-app & email notifications for case updates.
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An easily accessible knowledge base in the portal.
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Multi-language support for customers to access the portal in their preferred languages.
Solutions
We delivered a tailored portal integrated with solutions to enhance customer engagement, transparency, and customer connectivity.
Customer Registration: Easy registration and password reset.
Case Management: Improved case management with chart visualization for case status updates and recent cases.
Knowledge Base: Asendia customers can easily access the knowledge base after successful registration.
Portal Admin and Sub Admin: Portal admin can manage all rights, including sub-admins.
Advanced Portal Management: Admin can set modules, dynamic layouts, access rights, & language-wise labels.
Manage Logins: Admin can enable/disable customer’s login access and email templates.
Results
Enhanced Customer Engagement
Improved customer interaction, streamlined case management, and immediate access to a comprehensive knowledge base.
Improved Communication
Customers receive timely in-app and email notifications, ensuring they stay informed about case updates and enhancing the overall customer experience.
Case Management
The client receives fewer manual calls and emails after using the Customer Case Portal.