The steadily and dynamically growing glass manufacturing sector increasingly faces the challenge of effectively managing customer relationships and optimizing order processes. This was also the case for EFFECTOR, a rapidly expanding manufacturer of facade glass and insulated glass units operating in the B2B sector. The company, specializing in supplying glass to business clients, needed a tool that would enable comprehensive customer relationship management. Before the application's implementation, clients lacked access to a single, unified place where they could monitor their orders, invoices, and delivery status. Traditional methods, such as email or phone communication, often led to information silos and increased the workload for customer service staff.

In response to these challenges, the manufacturer decided to implement a modern application – a customer portal – enabling the centralization and automation of order processing and improving the quality of collaboration with business partners.

Challenges

Before the application's implementation, the company faced several key problems, which undoubtedly included:

• Lack of a central system for managing orders and invoices
  Clients often had to contact company representatives to obtain information about the status of their orders or invoices.

• Manual data processing
  Many processes, such as order handling or generating declarations of performance (DoP), required manual work, which in turn increased the risk of errors.

• Lack of automation in managing glass racks
  The usage and location of glass racks were not fully controlled, which made their effective management difficult.

• Limited access to key technical data
  Declarations of performance (DoP) were often generated in a distributed manner and were not always available in multiple languages, which complicated cooperation with international clients.

Project goal

As we briefly mentioned in the introduction, the glass manufacturer aimed to implement a solution that would allow it to:

• Automate administrative processes, thereby eliminating the human factor where possible.

• Increase the transparency of communication with clients by offering them a central point of access to all data related to their cooperation.

• Improve the management of glass racks, making customer service simpler and more efficient.

• Provide always up-to-date Declarations of Performance (DoP) in multiple languages, improving international cooperation."

Solution

In response to the manufacturer's challenges, our team of designers and developers created and subsequently implemented an advanced web application in the form of a customer portal, which integrates key functionalities. It was designed with the thought of providing clients with an intuitive tool for managing their cooperation. The core functionalities include:

• Central order management system.
  This panel allows clients to view the history of their orders, their status, and related documents. Importantly, the data is retrieved in real-time from the company's ERP system, ensuring its accuracy and consistency. Clients can export this data in up to four formats (CSV, XML, TXT, and PDF).

• Glass rack management module.
  This functionality is primarily aimed at tracking the location and monitoring of glass racks, which effectively supports customer service and ensures full control over their usage.

• Automation of Declarations of Performance (DoP).
  The system automatically generates DoPs according to the requirements and in up to seven languages. This eliminates the risk of human error and ensures always up-to-date technical data for products.

• Advanced integration.
  The application is integrated on many levels with the company's existing technological infrastructure, including the ERP, invoicing system, and logistics modules.

• Expanded shipping platform.
  In the dedicated shipping module, forwarders find detailed and precisely ordered data along with the shipping number, vehicle registration number, the quantity of racks and panes. Importantly, all documents can be exported in various formats, depending on needs.

As we have managed to emphasize, a key element of the application is its integration with the company's ERP system, from which data is retrieved automatically. Thanks to this, the information presented in the panel is always accurate and consistent with the internal systems of the manufacturer. Particular attention was also paid to the module for Declarations of Performance (DoP), which are generated automatically in seven languages. The automation of this process eliminates the risk of human errors and provides clients with quick access to the necessary technical documentation.

Design and implementation process

The application design and implementation process took place in close cooperation with the Client. Thanks to this, we were able to look at the problem and challenges in an individualized and fully personalized way. The entire project process was divided into several main stages, where our team responsible for preparing the information architecture, based on a series of working meetings, identified the key needs and expectations of users, which subsequently allowed for the creation of the optimal application structure. In the second step, we were able to proceed to prototyping and design. For this purpose, we developed a functional prototype, which was then transformed into a graphic design, consistent with the visual identity of the glass manufacturer. Next, we moved on to programming and integration, where we implemented the full functionality of the application, integrating it with the existing ERP system and the manufacturer's website. Finally, the testing and deployment phase came, where we conducted thorough application tests, and after their successful completion, we deployed the system on the production server.

The application was additionally equipped with a feedback form, allowing for the collection of user opinions and the acceptance of service requests, which supports the continuous improvement of the system.

Results

The implementation of the customer portal brought the glass manufacturer a number of significant benefits, both operational and strategic. These include, above all:

• Increased customer service efficiency
  Automation of order and invoice processes reduced the workload for employees regarding a significantly smaller number of inquiries, allowing them to focus on more strategic tasks.

• Time savings
  Clients gained the ability to easily and independently manage their orders and documentation, which shortened the time needed to carry out individual operations.

• Process automation
  Elimination of manual data processing limited the number of errors and allowed for significant time savings for employees.

• Better process control
  Centralization of information enabled both the manufacturer and its clients to better monitor and analyze their cooperation.

• Precise data filtering capability
  Both in the shipping and invoicing tabs or in the glass rack inventory, precise data filtering is possible. Thanks to this, we are able to quickly find information relevant to a specific date range.

• Up-to-date documentation and improved international cooperation - Automated generation of Declarations of Performance (DoP) in up to seven languages provided clients with quick access to current technical information - most importantly - in their preferred language.

Conclusion

The implementation of the customer portal for the glass manufacturer was a significant undertaking, the effects of which have transformed the company's daily operations and the way it collaborates with its clients. Thanks to a deep understanding of user needs and close cooperation at every stage – from the initial requirements gathering to system maintenance – we managed to create a comprehensive solution that not only met expectations but also raised the standard of customer service to a higher level.

The automation and centralization of processes have significantly contributed to increased operational efficiency. Clients have gained easy and constant access to key information, such as the status of orders, invoices, and Declarations of Performance (DoP), which has resulted in time savings for both them and the customer service team. Moreover, all data is transparent, and the ability to filter and export it in various formats, along with the elimination of human errors and the simplification of managing resources such as glass racks, has proven how precisely tailored solutions can optimize even the most complex business processes.

The implemented system is undoubtedly an investment in modern technology – it was primarily a step towards building even more transparent and lasting relationships with clients. Thanks to the dedicated panel, the company has gained a tool that supports its growth and increases its competitive edge in the market – both locally and internationally.

If your company faces similar challenges and is looking for modern solutions that support customer relationship management, we encourage you to contact us. We will gladly design a dedicated application that will not only meet your expectations but also open up new development possibilities.