Industrial company · Machinery & Manufacturing · Customer portal
For an industrial company with customers all over the world we verified the needs of customers and the service team, designed a portal with an AI assistant and delivered the code in production.
An industrial company with an international installed base and a customer service under pressure: repetitive requests, scattered documentation, long response times.
Customers looked for information on orders, spare parts and manuals by email and phone, without a single point of access.
The service team spent most of its time on questions the documentation already answered.
A previous portal had been abandoned: it was designed around functions, not around customers’ needs.
The NiEW method
Interviews with customers and the service team, analysis of real requests, a map of the most frequent questions and their cost.
The questions that matter, organised into clear requirements: what the portal must solve on its own and what goes to the service team.
A portal organised around customers’ questions, with an AI assistant trained on manuals and technical documentation, tested with real users.
Integration with ERP and CRM, gradual release and documented code handed over to the internal team.
A single point of access for orders, spare parts and documentation, with an AI assistant that answers technical questions from the company’s own manuals.
Recurring questions on orders, spare parts and manuals are answered in the portal, at any time and in any country.
The service team spends its time on complex cases instead of questions the documentation already answers.
Built around customers’ real questions and tested with them before release, unlike the previous portal.
Documented code handed over to the internal team, which can evolve the portal on its own.
Events and energy
Machinery & Manufacturing
Machinery & Manufacturing
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