For a large healthcare services firm, Midtown Consulting Group (MCG) provided in-depth analysis and recommendations to improve the reliability of its newly deployed customer portal which was causing significant declines in customer experience scores.
The organization had deployed a new customer portal. The new system was plagued by lagging performance, incurred a significant number of outages, and as a result they received an onslaught of customer complaints regarding the newly released solution.
The MCG team conducted an in-depth analysis of all aspects of the portal:
- Analysis from the core network
- Including application design
- And architectural deployment
Findings of this analysis resulted in over 120 specific recommendations. The recommendations addressed the identified performance issues and MCG assisted the organization’s team with the implementation of the conclusions.
The portal performance issues were addressed and the system is now successfully supporting and meeting customers performance expectations. As a result of this effort, Service Level Agreement (SLA ) violations have been significantly reduced . A large customer, that was in the process of cancelling due to service support and portal performance issues, was “saved” and agreed to remain onboard.