LiSEC Customer Portal

Netural is helping LiSEC advance their digital offering: the company's outdated customer portal was replaced by the modern and optimized 'MyLiSEC' solution. The new portal enables LiSEC to better fulfill its promise of delivering the highest service quality, while speeding up processes and granting customers greater autonomy.

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Task

For 60 years, the Austrian company LiSEC has been producing high-quality glass processing machines for customers worldwide. Software and digital solutions are deeply ingrained in LiSEC's identity and processes as they enable the precise steering of LiSEC machines. However, that's not all: LiSEC also relies on digital solutions to enhance customer interaction. Prior to our collaboration, they already had in place a customer portal. The problem? User adoption was disappointingly low. This prompted LiSEC to look for a partner to redesign the portal from the ground up and thus to boost adoption and to provide a more premium customer experience.

Challenges

The limitations of the old customer portal significantly impacted the user experience:

Long loading times and a weak performance led to frustration among users.
Limitations of the ticketing system and navigation caused inefficiencies.
Restricted self-service options increased the administrative workload.
A lack of transparency in regards to production and delivery processes raised questions.
Manuals were frequently out-of-date due to the rapid evolution of the machines.
Knowledge transfer proved challenging due to the high degree of customization.

With the new MyLiSEC customer portal, these problems were addressed systematically.

Solution

Given the extensive scope of the requirements, the project was divided into three phases.

Phase 1

The initial phase focused on the implementation of core features, such as an efficient navigation. A special emphasis was placed on developing a microservice architecture to ensure optimal scalability and the seamless interchangeability of components. Performance, loading times, and the integration of data and interfaces were also key priorities.

In addition, space was created for manuals, documentation, testimonials and FAQs to promote knowledge sharing. Thanks to the integration of the headless CMS Storyblok, this content can now be easily updated and managed from one interface. On top, the content – from machine documents to service tickets – is presented more clearly and intuitively.

Access to the spare parts catalog, as well as contact information for relevant representatives, was also streamlined, while system notifications provide quick access to important status updates, significantly enhancing transparency regarding current events.

Throughout all steps of this process, the customer journey was considered.

Phases 2 and 3

In the next phases, the portal's functionality will gradually be expanded. Once fully implemented, the customer portal will include:

Track and Trace: Tracks orders of spare parts and their delivery in real-time.
Appointment and Report Visualization: Displays scheduled service appointments and associated reports to simplify communication and planning.
Predictive Maintenance and Order Management: Assists customers in minimizing downtime and ensures smooth operations.
Digital Management of LiSEC Products: Allows customers to manage and update their LiSEC products and systems directly from the portal.
Digital Document Exchange: Enhances transparency and facilitates collaboration throughout project execution.

Thanks to these enhancements, the MyLiSEC portal is set to become an indispensable tool for both LiSEC and their customers.

"We chose Netural because they not only possess deep technical expertise but also because they understood our requirements quickly and contributed a range of innovative ideas."

Maria Cotes, Project Management, LISEC Austria GmbH

The initial workshops that marked the beginning of the project proved immensely valuable for LiSEC. By involving all departments, a shared understanding of the current situation was established, key processes in need of optimization were identified, the importance of the customer portal was reinforced internally, and buy-in from all stakeholders for the solution was secured.

Through the service design process, it became clear that the customer portal offers significant benefits for all parties involved along the customer journey. This led to a broader understanding and acceptance that extended beyond individual departments. At the same time, the LiSEC team gained valuable insights into agile development practices, which they can now apply to their own software development processes.

"Netural impressed us with their experience in similar projects and their ability to deliver forward-thinking solutions. They were the perfect partner to develop a modern, flexible, and scalable customer portal."

Maria Cotes, Project Management, LISEC Austria GmbH

The customer portal has become the central hub for all customer-related activities of LiSEC, effectively addressing the initial challenges:

Customers appreciate the faster loading times and enhanced performance.
The optimized ticketing system enables more precise and efficient responses to inquiries.
Expanded self-service options provide customers with greater autonomy.
Easy and quick access to machine documentation significantly simplifies workflows.
A more transparent information flow elevates the overall customer experience.

A key highlight of the project was the integration with LiSEC’s own software solutions: it became possible to directly incorporate relevant machine data into the customer portal. This deep integration streamlined data flows, delivering immediate value to customers. Additionally, the connection between machine and software data unlocks new opportunities for upselling. The benefits of LiSEC’s software solutions are now seamlessly showcased within the customer portal, creating a compelling case for further adoption.

Book an appointment and learn how you can benefit from a modern customer portal.

"With the new MyLiSEC customer portal, we now have a centralized, user-friendly platform that offers our customers an entirely new level of independence and transparency while significantly reducing administrative effort for both sides."

Maria Cotes, Project Management, LISEC Austria GmbH