Case Study: Purple Cow cuts support workload by 40% with Lucent Innovation’s self-service portal

Purple Cow cuts support workload by 40% with Lucent Innovation

Purple Cow, an internet service provider based in Nova Scotia, struggled with a high volume of routine customer inquiries that slowed down their support and operations. To reduce their dependency on manual service and improve efficiency, they partnered with vendor Lucent Innovation to develop a self-service portal.

Lucent Innovation built a portal using React.js and Node.js, enabling customers to independently manage accounts, payments, and services. The solution resulted in a 75% boost in self-service usage and a 40% reduction in customer service workload. Additionally, Purple Cow saw a 10% increase in overall revenue, demonstrating the project's significant impact.

Purple Cow