Solution
Client journey automation on a website and in a portal
A client journey often breaks into a website, form, messenger, email, manual handling and separate internal systems. The client does not understand the next step, and the company cannot manage the process well. We help make this path clearer.
We remove extra steps between client interest, request, documents, statuses and repeat contact.
First step
We start with a journey map: where the client comes from, what actions they take, where questions appear and which steps can be removed.
What usually gets in the way
- The client sends a request but does not understand what happens next.
- Statuses have to be clarified manually.
- Documents are exchanged through messages.
- It is inconvenient for the client to return to request history.
- The company does not see where clients drop out of the journey.
What can be done
- Map the client path from first visit to request and repeat action.
- Simplify forms, statuses, notifications and contact points.
- Add a client portal if clients need documents, history or order access.
- Connect the website and portal with internal systems.
- Set up analytics for key actions and requests.
Business outcome
- Clients understand what to do next.
- Fewer manual status clarifications.
- Documents and request history are kept in one place.
- Requests and actions are easier to analyze.
- The client journey becomes managed, not a random set of channels.
Related services
Services most often used for this scenario.
Client portals
Portals where users see requests, documents, statuses, actions, notifications and history.
Workflow automation
Requests, statuses, documents, approvals, reports and repetitive actions in one clear digital process.
Integrations
Data exchange between websites, portals, 1C, CRM, spreadsheets, bots and internal services.
Technical support
Support for websites, portals, services and integrations: fixes, updates, improvements and stability checks.
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