Customer Service · Self-service Portal case study
Connecting applications, invoices, and self-service in Experience Cloud
Customers use the Experience Cloud website to submit an application, then sign in to review invoices and earlier applications or cases. Shinetech connected those self-service tasks to the service process when a request needs staff follow-up.
The situation
Submitting a request was only one part of the customer task
A customer could fill in an application form, but later still needed a way to find an invoice or review a previous application or case. A generic contact form gave little continuity between the original request and a later question.
A common self-service need is continuity: customers want to return to a previous request or find an invoice without searching old messages or starting another inquiry. The site therefore needed to support the first submission and the later visit as parts of one customer experience.
The challenge
Different tasks require different access and context
An application form needs enough information to handle the request. Invoices and previous applications or cases require an authenticated view of the customer’s own records. When staff follow-up is needed, the service team needs the request context rather than a new, disconnected message.
The solution
Shinetech organized Experience Cloud around the customer’s next task
Experience Cloud provided the website and signed-in customer experience. Shinetech organized application submission, invoice information and request history into the paths customers needed, with service follow-up available when a person had to respond.
Sign in to view invoice information and earlier applications or cases.
Continue a request with the service team when a person needs to respond.
How we work
Test the first submission and the return visit
Shinetech designed the form, signed-in record views and service handoff around the information each task needed. Guest and authenticated paths were checked separately so access to invoices and history followed the customer’s login.
A representative journey starts with an application, continues with a signed-in return to the customer’s records, and ends with either finding the needed invoice or history or asking staff for help. Review checks that each view belongs to the signed-in customer and that the next step is clear. Viewing an existing record should not require another request.
What the review checks on each path
Guest submission
The form collects the required initial information to reduce avoidable follow-up questions.
Signed-in return
Access to invoices and earlier applications or cases follows the signed-in customer’s authorized records.
Staff follow-up
When a person needs to respond, the request arrives with its application or case context attached.
The result
A customer can return to the same service context
Customer
The website provides an application path and a signed-in view of invoice information and earlier applications or cases.
Service team
Requests that need staff attention arrive with the application or case context needed for follow-up.
This gives customers a direct route to information they previously might have requested from staff. The portal is intended to reduce avoidable follow-up by making routine information available directly to customers.
Case taxonomy
Explore the industry, technology, and business need.
Industry and product
- Cross-Industry
Technology and delivery
- Experience Cloud
- Service Cloud
Business need
- Self-Service Portal
- Application Intake
- Records Access
- Service Handoff
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“A fantastic company to work with.” After the initial rapid development project, American Shipping Co. kept two Shinetech developers embedded for nearly four years, supporting internal and external tools and new AI initiatives.
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