Mekorma
Customer Support & Sales Portal Built on Sitefinity CMS
Mekorma Enterprises, Inc., a longstanding Microsoft Dynamics GP independent software vendor specializing in payment automation, partnered with Smooth Fusion to replace inefficient email-based support and standalone sales processes. Their goal was to modernize and streamline how customers and partners accessed support, placed orders, and renewed products.
Challenge
Mekorma’s outdated support and ordering processes made it difficult to serve customers efficiently and give teams the visibility they needed.
- Support requests managed through email, creating delays and missing details
- Manual data entry into Dynamics 365 slowed response times
- Purchasing process was fragmented and not intuitive
- Customers lacked self-service tools to renew products or view order history
- No easy way to tailor the buying experience for different customer types
Solution
Key components of the new portal include:
- Guided support request forms: Customers are guided through structured forms to ensure all necessary information is collected and seamlessly pushed into Dynamics 365.
- Real-time support visibility: Support staff and customers can monitor case status and updates without email noise.
- Automated knowledge delivery: Contextual self-help articles and tips are shown to users based on their input, reducing unnecessary support demand.
- Self-service sales features: Customers can order new products, renew existing ones, view order history, and manipulate product keys. All through a streamlined portal experience.
- Tailored experiences for different user types: The portal offers customized views; enterprise partners can manage multiple accounts, while end-users have streamlined access just for themselves.
- Integrated platform architecture: Built on Sitefinity CMS, with backend syncing via The Portal Connector into Dynamics 365 for unified data flow.
Result
- Major operational efficiencies: The portal reduced support team data entry by about 20 hours per week.
- Faster case resolution: Case closure rates improved by up to 80%.
- Reduced phone support load: Phone-based support cases dropped by 40%, freeing up staff to deliver higher-value service.
- Boosted customer satisfaction: Self-service features empowered customers and simplified account management, earning strong praise from both internal stakeholders and end-users.
“The self-service model has reduced the number of cases addressed via phone by 40%, increased customer satisfaction, while allowing Mekorma support staff to focus more of its time on educating customers on new product features.”
— Mariano Gomez, Director of Technology, Mekorma
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