35 % less load on support
Customer portal for a leasing company
- Client
- AlfaLeasing
- Industry
- Finance
- Year
- 2024
- Type
- Web application
- Duration
- 5 months
- Team
- 5 people
01 — The problem
4,800 clients under contract. To find out a balance, get a certificate or a payment schedule, each of them emailed or called their account manager. A nine-person support team handled around 600 near-identical requests a week, and three quarters of those were "send me the schedule" and "what is my balance".
02 — What we built
We started by classifying the tickets
We exported 4,000 tickets from the previous six months and tagged them by type. It turned out 71 % were resolved by four documents. Those four scenarios became the core of version one — not the full feature set originally requested.
Contracts, schedules, balances
Data comes from the ERP through a REST layer we built on top of it. The client sees every contract, a schedule with paid periods marked, the current balance and the next payment date, refreshed every fifteen minutes.
Documents without a human in the loop
Clearance certificates, reconciliation statements and schedules are generated on demand as signed and stamped PDFs. What used to take a day now takes five seconds.
Electronic signatures
We integrated e-signature so addenda and statements are signed inside the portal. That cut the signing cycle from nine days to two.
03 — Result
- −35 %
- support tickets
- 68 %
- of clients use the portal monthly
- 2 days
- signing cycle, down from 9
- 4,800
- clients migrated with no downtime