Development of a Self-Service Subscription Management and Support Portal for Publishers

The client, a major media organization serving prominent publishers globally, encounters difficulties in converting website visitors into subscribers, managing a high volume of digital subscriptions, and providing efficient, self-directed customer support. Traditional subscription and support workflows are inadequate in meeting modern customer expectations for rapid, autonomous management of their subscriptions, identity tracking across devices, and integrated payment processing, resulting in decreased customer satisfaction and retention.

A large-scale media organization specializing in digital content and publication subscriptions, requiring a comprehensive portal to enhance customer self-service and support capabilities.

• Implement a robust self-service portal enabling subscribers to manage their subscriptions independently, including upgrades, downgrades, and renewal processes.
• Enable support staff to access subscriber accounts directly to resolve issues efficiently and improve customer satisfaction.
• Provide detailed employee performance analytics to monitor and optimize support operations.
• Support multiple clients with differing business logic through a multitenant, OS-agnostic architecture.
• Allow real-time configuration of underlying algorithms without system downtime to ensure continuous service availability.
• Integrate single sign-on and social media login options to enhance user convenience and security.
• Facilitate seamless payment processing, including subscription upgrades, downgrades, renewal, re-delivery requests, and access to previous editions.

• User Identity Management with single sign-on and social media login options
• Fully customizable, user-friendly portal appearance and functionality
• Self-service capabilities for subscription upgrades, renewals, and management
• Streamlined, secure payment processing workflows
• Redelivery request handling and access to previous editions
• Multitenancy support accommodating multiple client configurations
• Dynamic, real-time configuration of system algorithms without requiring system reloads
• Customer service accounts with direct access to subscriber data for support operations
• Employee performance tracking and auditing for support teams

• Payment gateways for managing subscription payments
• Identity providers for social media sign-on
• Content delivery systems for previous editions retrieval
• Analytics and support performance monitoring tools

• High scalability to support 1 million+ subscribers and 200+ client companies
• Reliable uptime with configuration changes permissible without downtime
• Strong security measures, including secure login protocols and data encryption
• Responsive performance with fast load and transaction times
• Auditable activity logs for support and system configuration actions

The new self-service subscription management portal is expected to significantly enhance customer satisfaction by empowering subscribers to independently manage their subscriptions, streamline support workflows, and improve operational efficiency. Metrics include support for over 1.1 million new subscribers annually, improved support response times, increased retention due to better user experience, and opportunities for upselling and cross-selling through improved customer engagement and analytics.