Case Study: Lanner Group achieves a 70% reduction in support emails with Magentrix

Lanner Drastically Reduces Support Emails with a Magentrix Self-Service Portal

Lanner Group, a process simulation software and consultancy with offices in Europe and the US, was struggling with a legacy support model: cases were logged in Salesforce but handled entirely by email, trapping knowledge in threads and forcing support staff to answer the same questions repeatedly. Seeking a cost-effective, scalable way to enable self-service, share downloads and documentation, and integrate bi-directionally with Salesforce, Lanner Group selected Magentrix and its self-service portal offering.

Magentrix implemented a Salesforce-synchronized customer portal and a secondary reseller portal, providing searchable knowledge articles, downloadable resources, and case tracking—plus plans for license activation and community features. The Magentrix solution cut email-to-case volume by 70%, allowed 40% of cases to be self-closed, and saw 50% of registered customers use the portal in the last 90 days, significantly improving customer access and support efficiency.

Lanner Group

Roger England

Salesforce Admin and Senior Consultant