Client Profile

Global information services company serves the legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare markets. They operate in over 150 countries and have over 19K employees.

Situation

The client’s support site had evolved over the years through multiple acquisitions and integration with multiple back-end operational and accounting systems.  The UX of the Support Site had not been updated to current Web UX Best Practices and had also become confusing to customers due to multiple logins and functionality that was visible to all customers, but only applicable to certain customers with certain types of customer accounts.

Solution

ThreeWill re-branded the entire Customer Support Site to reflect a more modern UX that leveraged current UX Best Practices. The Site was also moved to a single login and authentication process that preserved the identify of that customer. Duplicate functionality was simplified and presented to the customer in more understandable UX. Overall navigation and findability of content was greatly improved, and a more robust notification framework was implemented for more effective communication with customers.

Business Benefits

Improved overall effectiveness of both employees and customers using the Customer Support Site to view announcements, open and view Tickets and search the Product Knowledgebase.  The new Support Site received a “5 Star Rating” from the CPA Practice Advisor.