Development of a Self-Service Portal with Process Automation and Third-Party Integrations for a Global Energy Corporation

The client faces inefficiencies due to manual processes within the work order lifecycle and a lack of seamless communication with third-party maintenance providers. Additionally, customers experience delays and reduced satisfaction due to limited self-service options, leading to longer turnaround times and higher operational costs.

A large, multinational energy company involved in downstream fuel distribution, upstream exploration, and production, seeking digital transformation to enhance operational efficiency and customer experience.

• Modernize manual work order processes through automation to improve productivity and reduce operational overhead.
• Integrate third-party maintenance management modules with a centralized web portal to enable seamless communication and coordination.
• Implement comprehensive self-service capabilities to empower customers to independently access information and perform transactions, thereby reducing turnaround times and human intervention.
• Enhance overall operational efficiency and customer experience, aiming for measurable improvements in response times and customer satisfaction.

• User and Role Management System for secure, role-specific access.
• Integration layer to connect with third-party maintenance and service management modules.
• Automated workflows for streamlining work order lifecycle processes.
• Self-service functionalities enabling users to access information, submit requests, and perform transactions independently.
• Document and content management to facilitate information sharing and record-keeping.
• Robotic Process Automation (RPA) integration to optimize operational tasks and reduce manual labor.
• Responsive and intuitive user interface for consistent user experience across devices.

• Third-party maintenance and service management modules for streamlined operations.
• Internal enterprise systems for work order management and customer info.
• Authentication services for secure user access.

• Scalable architecture supporting increased user load without performance degradation.
• High availability and reliability to ensure 99.9% uptime.
• Data security protocols aligned with industry standards, including encryption and access controls.
• Responsive design for consistent performance and usability across all devices.

The implementation of the self-service portal with integrated automation is expected to significantly increase operational productivity by automating manual processes, improve customer satisfaction through faster access to information and services, and reduce turnaround times and manual labor costs. The project aims to achieve measurable improvements in process efficiency and customer experience, leading to a competitive advantage in the global energy market.