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Query Overload
End-to-End Customer Success Portal for TASC: Streamlining Stakeholder Communication, SLA Management, and Service Delivery.
Week 1-3
Phase 1: Stakeholder Analysis & Portal Design
Mapped all stakeholder touchpoints and communication channels
Documented existing workflows and pain points across departments
Identified critical SLA requirements for different client tiers
Analyzed 6 months of email and WhatsApp query data
Designed multi-tier access with automated query routing based on type and client priority
Planned seamless integration with existing CRM and accounting systems
Week 4-10
Phase 2: TASC Portal Development & Integration
Centralized Ticket Management
Single platform for all stakeholder queries
Real-time SLA Tracking
Built-in monitoring with automatic triggers
Automated Routing System
Smart assignment based on query type, client tier, and team capacity
Multi-stakeholder Dashboard
Customized views for clients, account managers, and executives
Automatic Email Notifications
Real-time updates to all relevant parties on ticket progress
WhatsApp Integration
Seamless query submission via WhatsApp with auto-ticket creation
Dynamic Forms
Customizable intake forms based on service type and client requirements
Escalation Workflows
Automatic routing to senior management for SLA breaches
Native mobile app for iOS and Android
Offline capability for account managers
Notifications for urgent queries and SLA alerts
Week 11-14
Phase 3: User Guide Development & Training
Step-by-step Visual Guide
Created detailed user manual with screenshots and workflows
Role-based Instructions
Separate guides for clients, account managers, and administrators
Multi-language Support
Arabic and English versions for local stakeholder accessibility
Video Tutorial Library
25+ training videos covering all portal functions
Three-step activation with invite acceptance, account setup, and portal access.
Progressive feature rollout with gradual introduction of advanced tools to prevent user overwhelm.
Guided first login with an interactive tutorial highlighting key portal features.
Week 15-16
Phase 4: Training & Go-Live
Client Training Sessions
Conducted 15+ sessions for different corporate client groups
Internal Team Certification
Comprehensive training for all 45 account managers and support staff
Government Liaison Training
Specialized sessions for regulatory touchpoints
Support Line Setup
Dedicated helpdesk for portal-related queries
78%
Reduction in query response time
(from 48 hrs to 10.5 hrs average)
85%
Reduced email volume through centralized query portal
100%
SLA compliance achieved in just 6 weeks
Business Impact
40% decrease in account management overhead
Improved Compliance
Zero SLA breaches with government contracts
Scalable Operations
Ability to handle 3x query volume with same team size
Stakeholder Management Results
95% Stakeholder Adoption rate within first month
65% Faster Resolution for complex multi-department issues
200+ daily queries now handled systematically instead of chaotic email/WhatsApp threads.
Zero lost queries with complete elimination of communication gaps.
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