The NetSure Portal

 

Development of Customer Service Portal

The NetSure Portal

The client in this case study is a global industry leader from America who is into networking device sales with his corporate headquarters in Europe and Asia. They sell networking equipment of various categories from Cisco, Juniper, Extreme and Foundry. Besides, they offer 24/7 support to their customers.

Challenges

Having more than 10,000 organizations as clients, it is very difficult to provide customer support in a fast and more effective way. So, they began to use Zendesk, a very well-known and popular CRM. Then to make customer service easier to access, they decided to offer a customer service portal to their customers. Therefore, they needed a defined customer service portal.

Solution

We developed their portal based on Dropthings, a web based open source portal framework. Dropthings offers a widget based development framework out of the box. Items like user management, customization of widgets, pages and layout were handled nicely by Dropthings. We were focused on the business specific requirements. Also provided custom solutions.

Dropthings was the perfect development platform for the client’s requirement which made it possible to focus only on client’s requirement. Thus, we delivered a quality product in short time. Finally, the solution made customer support more easily accessible to the end clients. And our solution was successful to keep both our customer & their clients satisfied.

So we developed custom widgets. And those widgets were designed to communicate with Zendesk. That made customer support very easy for the end customers. Besides, customer service widget we developed some general purpose widgets like – Excel widget for MS office excel data manipulation and enhanced Dropthings admin section as per client’s requirements. Moreover, we worked on the overall user experience of the portal to keep it aligned with the client’s corporate site.

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Development of Customer Service Portal

The NetSure Portal

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Development of Customer Service Portal

NetSure Solutions