HMP Customer Portal Development
Problem Statement
Katen required a comprehensive Customer Portal to improve customer management, streamline service and subscription processes, and enhance support capabilities. The goal was to create an integrated, user-friendly portal that would improve customer experience and facilitate communication between customers and support teams.
Solution Overview
To meet Katen’s needs, we designed a structured approach, integrating Zoho applications to achieve seamless data management, subscription handling, and support functions. The project was broken down into phases to address each aspect of customer engagement, support, and service delivery.
Project Phases and Key Tasks
Phase 1: Customer Management Integration
- Task 1.1: Configured a customer creation workflow in Zoho CRM for efficient data entry.
- Task 1.2: Set up automated synchronization of customer data between Zoho CRM, Zoho Creator, and Zoho Subscriptions, establishing a unified data view.
- Task 1.3: Developed logic to automatically delete customer records across platforms upon deletion in Zoho CRM, ensuring data integrity.
Phase 2: User Management in Zoho Creator
- Task 2.1: Configured automatic addition of new customers to the Zoho Creator portal, simplifying access setup.
- Task 2.2: Established user removal protocols when a customer is deleted in CRM to maintain accurate access control.
Phase 3: Service Management
- Task 3.1: Added service offerings within Zoho Creator’s service module, allowing customers easy access to available services.
- Task 3.2: Developed a subscription purchasing workflow for a streamlined customer experience within the portal.
Phase 4: Subscription Management
- Task 4.1: Created a subscription workflow synced with Zoho Creator for real-time updates.
- Task 4.2: Integrated Zoho Sign for electronic agreement management.
- Task 4.3: Ensured transparent access to subscription details in the customer portal.
- Task 4.4: Designed an agreement-sharing workflow with Zoho Sign:
- Subtask 4.4.1: Shared agreements upon subscription creation.
- Subtask 4.4.2: Stored signed agreements in Zoho Creator.
- Subtask 4.4.3: Set up notifications for both customers and admins upon agreement completion.
Phase 5: Customer Data Import
- Task 5.1: Prepared and formatted a CSV file for the seamless import of existing customer data.
- Task 5.2: Mapped fields from the CSV to Zoho Creator, ensuring data accuracy and consistency.
Phase 6: Ticket System Setup
- Task 6.1: Researched and selected a compatible ticketing system for integration with Zoho.
- Task 6.2: Integrated the selected ticketing system within the portal to enable efficient issue tracking and support management.
Phase 7: Zobot Live Chat Integration
- Task 7.1: Configured Zobot for live chat support, providing customers with real-time assistance.
- Task 7.2: Set up department-specific chat routing to direct inquiries to relevant teams (Technical, Sales, Billing, Accounts).
Phase 8: Support Request Management
- Task 8.1: Developed a feature allowing customers to create and track support requests.
- Task 8.2: Implemented request categories and stages for tech support, sales inquiries, billing questions, and new build requests to facilitate structured workflows.
Phase 9: Billing and Payment Management
- Task 9.1: Enabled options for billing updates and support ticket creation within the portal.
- Task 9.2: Integrated Authorize.net for secure payments on subscriptions and purchases, ensuring a smooth and secure transaction process.
Conclusion
The Customer Portal Development project for Katen effectively addressed customer management, service, and support challenges by integrating Zoho’s applications into a streamlined, user-friendly platform. The portal improves data integrity, operational efficiency, and customer satisfaction, providing Katen with a scalable solution to support future growth and enhanced client engagement.
