Implementing Customer and Partner Portals for the International Enterprise
Project Description:
The client is an international company specializing in the sale and maintenance of consumer electronics. The business required a centralized digital solution for interaction with partners and customers, with the ability to scale, localize and integrate with external services.
Goals and Tasks:
- Creating two portals - separate platforms for partners and customers, taking into account differences in functionality;
- Multilingual support - adaptation of interfaces and content to several languages to ensure convenience for users from different regions;
- Integration with payment systems - connection and configuration of payment solutions for secure and convenient transaction processing;
- Setting up the shipment process - implementation of the mechanism for registration and delivery of goods;
- Integration with warranty service - organization of data exchange with an external platform for managing warranty cases.
Project Scope:
The team performed consulting and development services including:
- Partner and Customer portals implementation based on their unique business needs and interaction logic - both portals were based on Experience Cloud, which ensured high performance and flexibility of customization. The interfaces are thought out from a UX/UI perspective, providing intuitive interaction for different types of users.
- Built-in multilingual support implementation through a combination of CMS and custom labels on the Salesforce platform. Interface translations have been added into several languages, covering 15+ countries, including various regional nuances. Dynamic language switching is provided at the user level, taking into account preferences and browser locale.
- Both portals are built using responsive design principles. The interface and controls are optimized for mobile devices, tablets and desktops. Display and functionality testing was conducted on various devices and resolutions.
- Payment system integration - two unique payment processes have been implemented to meet the different requirements of countries and regions. Integrations include secure data transfer, transaction status processing, and display of custom messages about successful or unsuccessful payments.
- Integration with an external warranty platform - a data pre-filling mechanism has been implemented for customer portal users, allowing for faster submission of warranty claims by automatically transferring user and product information. Warranty cases are tracked and synchronized with the main system.
Results:
- Two scalable portals with individual architecture and logic were successfully put into production, which allowed the business to centralize interaction with partners and end users in a single digital ecosystem. With multilingual support the portals are now available to an international audience, which allows them to expand coverage and improve user experience in different regions.
- A fully adaptive interface provided convenient access to functionality from any device, which led to an increase in mobile traffic and user engagement.
- Integration with payment providers made it possible to automate and localize the payment process, which reduced the number of manual operations and reduced the number of errors during payment.
- Integration with an external warranty site significantly accelerated the process of filing warranty claims and reduced the load on the support service.
- Centralization, automation and adaptation of processes allowed to significantly reduce maintenance costs and also simplified scaling of solutions to new markets.
