NorSea Group: Magneto Customer Portal Implementation Phase 1
NorSea Group is a privately-owned company founded in 1965. The company provides supply bases and integrated logistics solutions to the offshore industry. NorSea Group also provides offshore wind services through the subsidiary NSG Wind. The group and its associates and joint ventures operate nine supply bases along the coast of Norway, as well as supply bases in Denmark and the UK. The services they provide include supply base and port operations, integrated logistics and marine and engineering services.
NorSea Group recognized their shortfalls in customer service and the demand from customers for instant support and improved communication. Being an integrated logistics solutions company operating in the maritime industry, NorSea Group wanted to provide a self-service automated, customer portal to create an engaging, responsive experience for its customers. Implementation had to involve a self-service functionality through a new portal to enable B2B customers to order vessel and base services. There was also the need to receive a reference/confirmation number as soon as the customer request was inputted, and to ascertain the status of their order.
- Reduce communication with customer service and facilitate customer engagement
- Provide high-quality customer service
- Satisfy customer feedback on a simplified and robust customer portal
- Secures information to bypass queues and/or waiting on return calls or emails
- Streamline service processes
- Reduce labor costs
The first phase of implementation included basic functionalities to establish a web presence, allowing customers to submit vessel and base service requests, view their request details and confirmation numbers.
The customer portal is being leveraged by the Magento ecommerce platform; however, by default, Magento does not offer a framework to book a service, but instead allows customers to purchase a product. To overcome this obstacle and concurrently meet NorSea’s business needs in providing a robust, self-service customer portal, LeanSwift took advantage of Magento’s platform functionalities as well as adding multiple, customizable features to serve the customer portal. NorSea Group is currently using the self-service customer portal with customized applications to serve and meet their customer’s needs.
- Reduction in direct calls to customer service centers
- Significant cost savings
- Increased efficiency
- Improved customer relations