ENTERPRISE SOFTWARE COMPANY
A Unified Customer Hub Solves Friction Issues for an Enterprise Software Company
An enterprise software company helps global teams redefine how they operate and engage with customers.
- Services
- Back-End Development
- Ongoing Support
- Content Editing training
- Technologies
- Sitecore JSS
- Elastic Search
- OneTrust
Oshyn builds a critical customer hub for an enterprise software company, integrating multiple key technologies to provide users with a connected view of every touchpoint.
The Challenge
Brand relationships can take a lifetime to nurture, but can be broken in an instant, the moment friction appears. An enterprise software company recently underwent a site redesign and needed a secure customer hub to enhance the experience for prospects, customers, and partners.
Unfortunately, their existing customer hub consisted of a patchwork of off-the-shelf software solutions that were not adequately integrated. As a result, users felt confused and frustrated as each product had a separate community, knowledge base, ticketing support system, message boards, and documentation.
Additionally, the internal marketing team faced a significant challenge in cross-selling complementary products to existing customers. Having successfully redesigned the organization’s public-facing marketing website, Oshyn was contacted again to build a unified, modern customer hub.
The Solution
Oshyn was selected due to its extensive Sitecore expertise and previous success working with the enterprise software company. The development team redesigned the company’s customer hub, transitioning it from multiple disjointed portals to a public-facing experience with tiered access based on user type.
The new headless customer hub was built on Sitecore XP 10, utilizing Svelte and the Sitecore JavaScript Rendering SDKs (JSS). This allowed the development team to use the latest JavaScript frameworks, speed up development time, and improve performance.
The customer hub included a user-friendly search powered by Elasticsearch. This unified data from disparate sources, offering a personalized experience for all customers and partners using the portal.
Oshyn also trained the marketing team to manage and extend the solution on their own.
The Outcome
Oshyn unified multiple systems into a modern public-facing customer support hub. Customers, partners, and prospects can access a central location to find relevant, personalized content to solve their problems. Since adopting the customer hub, the enterprise company has seen a significant decrease in support requests and increased time spent on key product pages.
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