Case Study: Network Equipment Manufacturer achieves reduced support calls with Persistent Systems' next-generation self-service portal

Re-imagined customer experience with a next-generation customer support

Persistent Systems helped Network Equipment Manufacturer address growing customer support pressure caused by thousands of products, millions of users, and fragmented technical documentation spread across multiple portals. The result was high call volume, inefficient search and navigation, and rising on-call support costs.

Using Persistent Digital Greenhouse along with industry, technology, and design experts, Persistent Systems ran workshops, interviews, and design sessions to create personas, journey maps, mockups, and prototypes for a next-generation self-service portal. The solution delivered a single search framework across all products, a more personalized and intuitive document search experience, and significant support cost reduction by shifting from “better search” to “better self service.”