Development of an Enterprise Customer Portal for Audiovisual Systems Management

The client, a leading audiovisual systems integrator, faces complex interactions with enterprise customers managing numerous projects and equipment assets. Customers struggle with fragmented information flow, difficulty tracking project statuses, equipment warranty, and order details, leading to inefficient support operations and communication gaps. The absence of a unified portal complicates real-time collaboration and visibility, impacting service quality and operational efficiency.

A large audiovisual systems integrator serving various business clients across multiple sectors, requiring a centralized platform for project and equipment management.

• Implement a secure, 24/7 accessible web platform providing real-time access to project, order, and equipment data for enterprise customers.
• Reduce customer support inquiries and communication overhead by providing self-service capabilities, aiming for at least an 80% reduction in support emails and a 90% reduction in support calls.
• Enhance transparency of project progress, inventory status, and warranty information to improve customer satisfaction.
• Enable customers to manage multiple facilities, projects, and colleagues with role-based access control and flexible permissions.
• Integrate detailed product asset information, including location, serial number, warranty, and inventory status, accessible by both customer and internal teams.

• Dashboard providing a snapshot of current projects, recent activities, and news feeds, with direct links to detailed pages.
• Order management system with details, tracking, invoice downloads, and credit status checks.
• Asset database accessible by customers and service teams, showing equipment location, warranty, and serial numbers.
• Project module displaying project details, team members, status updates, files, and communication channels.
• Service case management allowing customers to view service requests, track statuses, and access related information.
• Role-based user access and permissions, with flexibility for multiple roles, companies, subsidiaries, and hierarchical structures.
• Ability to browse multiple facilities and point-of-contact information, supporting complex enterprise relationships.
• File sharing, document downloads, and multi-file ZIP download options within project and service details.

• Inventory management system for real-time stock, serial number, and warranty data
• Billing and invoicing systems for invoice generation and downloads
• Customer relationship management (CRM) for contact and account details

• High scalability to support thousands of concurrent enterprise users and assets
• Performance optimized for under 2 seconds page load times for dashboard views
• Secure authentication and authorization with role-based access control
• Data encryption in transit and at rest
• Responsive design for accessibility across desktops, tablets, and smartphones
• Robust audit logging for compliance and activity tracking

The implementation of the enterprise customer portal is expected to significantly improve operational efficiency and customer satisfaction by reducing support emails by approximately 84% and support calls by up to 91%. Additionally, it will enable customers to manage thousands of assets and multiple projects seamlessly, resulting in faster project turnaround, enhanced transparency, and stronger client relationships.