case study
Expanding Digital Customer Self-Service
Increased online support-case submission from approximately 24% to over 70% by improving the customer support portal and knowledge experience.
Problem
Customers relied heavily on assisted channels to open support cases, limiting the value of the online support experience and reducing opportunities for knowledge-led self-service.
Responsibility
I led the strategy, administration, architecture, and delivery of the organization’s primary customer support portal, online community, and knowledge experience while directing a distributed team.
Actions
- Expanded portal case-management capabilities and clarified the digital support journey.
- Improved knowledge discovery and connected support content more directly to customer tasks.
- Advanced proactive-support and self-service capabilities alongside operational reporting.
- Coordinated platform, process, content, and stakeholder work rather than treating adoption as a purely technical problem.
Outcome
Online support-case submission increased from approximately 24% to over 70%, establishing a stronger digital foundation for customer service and knowledge-led support.
Public context
This case study intentionally summarizes information already suitable for public career materials. It excludes proprietary architecture, customer data, operational volumes, and internal implementation detail.