RMS: Architecting and developing a new support portal to improve the customer experience and enable self-service

RMS: Architecting and developing a new support portal to improve the customer experience and enable self-service

The Challenge:

Complete new portal in less than a year!

With the frequency and financial implications of disasters increasing every year, Risk Management Solutions (RMS) needed a new portal to help both clients and internal users proactively manage risk from various types of catastrophes in record time.

The goal for the project was to design and build a single destination platform that would support all customers by providing case and issues reporting, access to critical data and catastrophe information, software documentation, and the ability to report bugs within the application.

The Approach:

Agile development process with emphasis on internal team empowerment

TandemSeven designed, built and launched the Liferay-based portal in less than nine months. We also set up an in-house development team that would maintain the portal cost-effectively, created a new website to display the published data, and launched a complementary mobile application.

Highlights include:

  • A highly adaptable event reporting system that provides rich, up-to-date catastrophe-related data and projections, such as damage assessments, maps, and modeling information
  • Contextual search, so that customers can easily find event-related news, videos, and documentation
  • New capability for customers to manage and administer the portal independently, and hand off content management to different product owners.

The Result:

Clients say RMS is “On the ball!”

The enhanced OWL portal helped RMS stand apart from its competitors by greatly simplifying day-to-day processes with simple and intuitive search, improved data reporting, and optimized usability. Customer reaction to the new portal has been very positive with the number of users increasing by 26% from the preceding year, while page views increased by 102%. Another positive benefit has been the improvement in RMS’s support staff’s ability to manage to customer issues and support cases, as well as to maintain the diverse and rapidly changing content in the portal.


“TandemSeven helped us improve our customer experience by building Owl, our new customer support portal. Owl enables customers to access critical content instantly, and manage their own support cases independently.”

Andrea Costa – Senior Director of Service Operations, RMS


The Challenge:

Complete new portal in less than a year!

With the frequency and financial implications of disasters increasing every year, Risk Management Solutions (RMS) needed a new portal to help both clients and internal users proactively manage risk from various types of catastrophes in record time.

The goal for the project was to design and build a single destination platform that would support all customers by providing case and issues reporting, access to critical data and catastrophe information, software documentation, and the ability to report bugs within the application.

The Approach:

Agile development process with emphasis on internal team empowerment

TandemSeven designed, built and launched the Liferay-based portal in less than nine months. We also set up an in-house development team that would maintain the portal cost-effectively, created a new website to display the published data, and launched a complementary mobile application.

Highlights include:

  • A highly adaptable event reporting system that provides rich, up-to-date catastrophe-related data and projections, such as damage assessments, maps, and modeling information
  • Contextual search, so that customers can easily find event-related news, videos, and documentation
  • New capability for customers to manage and administer the portal independently, and hand off content management to different product owners.

The Result:

Clients say RMS is “On the ball!”

The enhanced OWL portal helped RMS stand apart from its competitors by greatly simplifying day-to-day processes with simple and intuitive search, improved data reporting, and optimized usability. Customer reaction to the new portal has been very positive with the number of users increasing by 26% from the preceding year, while page views increased by 102%. Another positive benefit has been the improvement in RMS’s support staff’s ability to manage to customer issues and support cases, as well as to maintain the diverse and rapidly changing content in the portal.


“TandemSeven helped us improve our customer experience by building Owl, our new customer support portal. Owl enables customers to access critical content instantly, and manage their own support cases independently.”

Andrea Costa – Senior Director of Service Operations, RMS


Interested in taking this journey with us?

Send a message and we will work with you to understand your needs.

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2017-05-25T21:58:21+00:00