Challenge: Customers struggled to access digital services, creating frustration and high call center demand.
Solution: Redesigned the client portal with simplified user flows for bill payments and new service requests.
Result: Reduced support calls by -22% and improved customer satisfaction by +18% in post-usage surveys.
Challenge: Customers struggled to access digital services, creating frustration and high call center demand.
Solution: Redesigned the client portal with simplified user flows for bill payments and new service requests.
Result: Reduced support calls by -22% and improved customer satisfaction by +18% in post-usage surveys.