Broadcom Inc. transformed their customer self-service portal with Liferay DXP on their private cloud, creating a single place for users to get the resources they need.
Global Technology Leader Launches Their Customer Self-Service Portal in Just 10 Months
10
months to launch
845
features
66%
Reduced Clicks
Outline
Jump to Section
Key Takeaways
- Relieve the burden on your customer support teams with effective self-service.
After rolling out their new self-service portal, Broadcom has seen a reduction in support tickets and an increase in customer satisfaction. - Build major projects quickly with a low-code platform in the cloud.
The powerhouse combination of Liferay’s low-code technology with the cloud meant that Broadcom was able to go live in 10 months. - Keep your platform online with flexible technology on a solid cloud foundation.
Broadcom is able to maintain 99.5% uptime, staying highly available while performing crucial fixes and updates.
Background
Broadcom Inc. is a global technology leader pioneering the design, development, and supply of a wide range of semiconductor and infrastructure software solutions. With a category-leading product portfolio, Broadcom serves critical markets including data center, networking, software, broadband, wireless, storage, and industrial.
Liferay Solutions
Ready to see what Liferay can do?
Challenges
Because Broadcom has so many different types of customers spanning multiple industries, they needed a new and better customer self-service portal that would bring together product and account resources in one place.
Broadcom wanted their updated solution to:
Broadcom wanted their updated solution to:
- Serve as a universal support hub. Broadcom was looking for a cohesive experience across their customer base, with one landing page that functioned the same way to simplify access.
- Maintain high-availability. With many customers in critical and high-pressure industries, Broadcom needed a platform that would stay online all the time.
- Give customers a personalized experience. The current portal showed the same generic view to all customers, while Broadcom wanted customers to see their specific products.
We don’t look at Liferay as the vendor. We see them as a partner.
Implementation
According to Communications and UX Officer for the Global Technology Organization Erica Callaghan, “Liferay was chosen for its flexibility, scalability, and its ability to support our requirements,” which included cloud compatibility. Already a Liferay customer, Broadcom wanted to continue reaping the benefits of Liferay technology by extending their investment.
For the initial go-live, Broadcom started with transferring their software customers to the new self-service portal. To help with implementation, Broadcom relied on Liferay resources such as Global Services, Customer Success, and Liferay Support for development help, education, and issue resolution.
Since Liferay already fit well into existing technologies and processes, Broadcom was able to leverage many out-of-the box features, and the low-code development environment made customizations easier.
For the initial go-live, Broadcom started with transferring their software customers to the new self-service portal. To help with implementation, Broadcom relied on Liferay resources such as Global Services, Customer Success, and Liferay Support for development help, education, and issue resolution.
Since Liferay already fit well into existing technologies and processes, Broadcom was able to leverage many out-of-the box features, and the low-code development environment made customizations easier.
Results
The entire project took 10 months from vendor and product selection to launch, with 845 features and 300+ clickable prototypes implemented across 4 projects. Additionally, the move onto the cloud allowed them to reduce their maintenance costs by downsizing the centralized database structure 75% from 800 GB to 200.
Customers visiting Broadcom's new self-service portal authenticate via a streamlined SSO integration process for registration and entitlement. Everything the customer needs can be accessed via their entitlement-based dashboard.
In the self-service portal, the dashboards and product pages provide customers with access to specific education, documentation, licensing, and software downloads. When support is required, customers can rely on Search to find knowledge base and tech docs, converse with other customers via communities and blogs, and easily reach customer support through virtual and live agents. Customers can even create and track cases right inside the self-service portal. "Everything we wanted to do in terms of providing customer self-service has been realized," said Callaghan.
Having given customers the ability to self-service almost completely, Broadcom’s new portal has resulted in the following benefits:
Customers visiting Broadcom's new self-service portal authenticate via a streamlined SSO integration process for registration and entitlement. Everything the customer needs can be accessed via their entitlement-based dashboard.
In the self-service portal, the dashboards and product pages provide customers with access to specific education, documentation, licensing, and software downloads. When support is required, customers can rely on Search to find knowledge base and tech docs, converse with other customers via communities and blogs, and easily reach customer support through virtual and live agents. Customers can even create and track cases right inside the self-service portal. "Everything we wanted to do in terms of providing customer self-service has been realized," said Callaghan.
Having given customers the ability to self-service almost completely, Broadcom’s new portal has resulted in the following benefits:
- Reduction in customer support tickets. With easier self-service, customers have been opening fewer tickets and spending less time finding answers, with a 66% decrease in clicks now that resources are in one place.
- 99.5% uptime. With the combination of cloud and Liferay on containers, Broadcom’s solution has achieved their high-availability goal, with the ability to perform maintenance upgrades in tandem with a live environment.
- Increase in customer satisfaction ratings. The streamlined navigation experience along with support personalization has made customers happier and more efficient when they use the self-service portal.
Broadcom is already diving into the second phase of the project, which involves moving additional business units and customers over within six months. “[Liferay has] given us a stable platform that we can continue to build on and to grow the product on,” explains Callaghan.
Especially excited about new and upcoming feature releases from Liferay, Broadcom plans to personalize their self-service portal even further to meet customer needs and continue delivering an exceptional support experience.
Especially excited about new and upcoming feature releases from Liferay, Broadcom plans to personalize their self-service portal even further to meet customer needs and continue delivering an exceptional support experience.
-
case studyReducing Customer Calls by 20% with Self-ServiceWith the availability of self-service options online, fewer customers feel the need to contact this insurer's customer service.Read the Case Study -
case studyEmpowering 140% More Customers with Self-ServiceSince SkyTV enabled customers to manage their own accounts, the calls to the customer call center have significantly decreased.Find Out How -
case study273% Increase in Users with New Self-Service FeaturesThe Qatar Stock Exchange has been able to deliver a new modern website that allows investors to serve themselves.Learn More Here