Development of a self-service customer portal for a world-leading manufacturer in the fitness industry.
The customer portal enables Johnson Health Tech to replace the previously used call center.
- Service
- Software Development
- Months
- 04
- Developers
- 02
- Person-days
- 150
About Johnson Health Tech
As one of the world’s leading manufacturers in the fitness, wellness, and health industry, Johnson Health Tech develops products that deliver outstanding customer experiences in studios, homes, and beyond, primarily distributing them to business customers.
The Tech Stack
Das Projekt
Challenge
The previous customer service was handled almost exclusively by a call center. Due to the increasing number of customer inquiries, customer service was completely overwhelmed. A large portion of the inquiries were related to order status checks, service cases, and product availability.
Solution
In collaboration with Johnson Health Tech, we developed a modern platform where customers can independently access information about the products offered. Customers also have the ability to view the status of their orders and submit their own service requests.
For the first time, we offer Johnson Health Tech employees a unified view of their customer and order data, which resides in different ERP and CRM systems, through the portal.
bitside provided us with extremely professional support in implementing our customer portal. From the first prototype to completion, communication was always prompt and smooth, so we felt well taken care of at all times. The customer portal developed by bitside has far exceeded our expectations. We would not have achieved this level with a standard solution.
Impact
The customer portal has enabled Johnson Health Tech to completely shut down the call center. Customer inquiries are now handled almost entirely through the portal, resulting in significant cost savings.
- Replacement of the call center.
- The introduction of the self-service portal has relieved customer service to the extent that the call center could be shut down.
- Happier customers.
- Customers now receive faster feedback on their inquiries and can independently access information about products.
- Unified data view.
- Johnson Health Tech employees now have a unified view of their customer and order data, which resides in different ERP and CRM systems.
New paths are meant to be explored.
Tell us about your project so we can take the next step together.