Our online customer account portal is easy to use and easy on the eyes thanks to two members of our top-notch IT team: Vishnu Dandu and Vikram Goli. As the application development manager and web developer, respectively, Dandu and Goli took it upon themselves to enhance our customer experience within the portal.
The impetus for the redesign grew out of cross-department discussions that engaged our sales team, the marketing department, and, of course, the IT department. Together, we took a moment to reflect on the current portal design and functionality. Those internal discussions spurred a re-design project, the reverberations of which have rolled through our entire company and customer experience.
“That’s the best thing about this whole process – we came up with it organically,” says Dandu. “That’s what I love about my team. No one had to ask us to go implement this redesigned portal. We’re always looking for ways to enhance our programs before issues arise.”
“That’s what I love about my team. No one had to ask us to go implement this redesigned portal. We’re always looking for ways to enhance our programs before issues arise.” —Vishnu Dandu, Application Development Manager
Dandu and Goli’s enterprising approach represents a microcosm of Safeware as a whole; every department thinks proactively about the best ways to serve our customers, clients, and team. As a result of Dandu and Goli’s initiative, Safeware customers can find information about their specific coverage, submit claims, and check statuses, all from a single, streamlined hub.
“To me, new changes or enhancements within the IT department affect the company as a whole,” says Goli. “When a website is really slow or not user-friendly, then customers have to take additional steps to solve their problems. But when you implement new technology – like we did with this portal – it keeps customers and customer service managers happy.”
“To me, new changes or enhancements within the IT department affect the company as a whole.” — Vikram Goli, Web Developer
At Safeware, our primary core value is “customers first.” That’s why we’re especially proud of this customer account portal. It gives our customers an efficient and aesthetically-pleasing way to understand their Safeware services.
My Dashboard: From the dashboard, Safeware customers can quickly view their interactions and activity with Safeware. Whether the goal is to view their unique plan or check the status of a claim, the dashboard provides a comprehensive overview.
Manage My Plan: This is where customers can update relevant account information. Do you have a new address or a new phone number? No problem! By keeping their account up-to-date, customers never have to worry about missing important notifications.
FAQ's: We developed a comprehensive repository of frequently asked questions and thoughtful corresponding answers. This is where customers can find more information to help quickly resolve any questions.
For our IT department, this stunning customer account portal is the tip of the iceberg. This portal’s warm reception prompted our team to think about the ways in which we can improve the online experience for Safeware dealers as well.
“We had the opportunity to ask, ‘why not?’ This Safeware.com portal is so beautiful, so how can we give our dealers that same streamlined experience?” Dandu says. “Instead of cleaning and cleaning the existing Safeware dealer portals, we decided that building a fresh, new model was more appropriate.”
“We had the opportunity to ask, ‘why not?’ This Safeware.com portal is so beautiful, so how can we give our dealers that same streamlined experience?” —Vishnu Dandu, Application Development Manager
Goli and Dandu are in the process of distilling the lessons learned from the first portal rebuild to completely re-imagine the portal experience for our Safeware dealers. From modern design to features like bulk claim submission, the new dealer portals will be built with the end-user in mind.
The technological environment in which we live constantly presents new obstacles and opportunities, but, for Safeware, we can trust that team members such as Dandu and Goli are up for the challenge. We’re excited to see how they continue to innovate digital experiences for our customers and dealers.