The challenge
Expected growth in service demand exposed the limits of a heavily customized CRM and existing websites. Depending on direct staff contact for every request would make a larger customer base harder to serve.
OUTSYSTEMS IN ACTION / LOGISTICS & TRANSPORTATION
How a toll services provider increased website visits by four hundred percent
Self-service works better when the customer’s information can follow the request across channels. Explore this provider’s portal and CRM renewal and what its usage measures actually show.
RESULTS REPORTED IN THE SOURCE
400%
increase in website visits reported in the source
275,000+
online requests processed cumulatively since portal launch
≈6,000
daily CRM operations reported in the source
THE BUSINESS CHALLENGE. THE CHANGE. THE RESULT.
The change
The provider used OutSystems to create a flexible CRM, customer and partner portals, and applications supporting store and field service. An API layer connected the new experiences to other services.
The outcome
The source reports a 400% increase in website visits, more than 275,000 online requests processed since the portals launched and approximately 6,000 daily CRM operations. These historical figures describe separate measures of portal usage and CRM activity.
Source: customer case study published by OutSystems. Brief prepared by Digital Alchimia.
DIGITAL ALCHIMIA’S DELIVERY PERSPECTIVE
What could this approach unlock for your business?
The useful next step is to connect the story to your own operating reality. Here are the questions we would bring into that conversation.
01
Connect self-service to the same case information used in stores.
A customer should not need to explain the same request again when changing channels. Define the shared record, status and handoff responsibilities behind the portal. OutSystems professionals can help connect the customer interface to the service workflow rather than simply moving a form online.
02
Distinguish traffic growth from completed service outcomes.
Website visits, submitted requests and CRM operations describe different parts of the journey. Agree how each will be measured and which tasks should be completed without additional assistance. Those measures help prioritize the application work and specialist capacity that improve the actual service experience.
START WITH THE WORK THAT NEEDS TO CHANGE
You bring the business challenge. We help shape the delivery team.
Digital Alchimia provides OutSystems professionals and delivery expertise for application development, modernization and evolution. Whether you need to reinforce an existing team or explore a new initiative, we can discuss the capabilities, responsibilities and next steps that fit your context.
A useful starting brief
✓ The process or customer journey you want to improve
✓ Where work waits, repeats or depends on disconnected systems
✓ The expertise already available in your team
✓ The outcome you want to measure and the timeframe to explore
Turn a promising idea into a useful conversation.
Tell us where your business needs to move faster and where your team needs additional expertise. Let’s explore an OutSystems approach shaped around your requirements.