Digital customer portals are now a central point of contact between companies and their customers. They play a key role in how quickly information is found, processes are initiated, and services are utilized. Expectations regarding stability, user-friendliness, and functionality are correspondingly high.

When a customer wanted to further develop its existing customer portal, it quickly became clear that exploiting its full potential would require not only technical expertise, but also close cooperation between internal know-how and external support. This is exactly where new direction GmbH came into play.

The Problem

The existing customer portal needed to be upgraded functionally and technically to meet the growing demands of users. Although it was possible to implement this entirely in-house, it would have tied up capacity in the customer team and slowed down the development process. At the same time, it was essential to ensure the seamless continuation of ongoing operations.

The challenge was to further develop the portal without changing the existing system landscape or setting up new interfaces – while supporting the internal team so that it could continue to work independently.

The Solution

The collaboration was based on a clear goal: to further develop the customer portal in a structured, efficient manner and without any system disruptions—working hand in hand with the internal team. The solution consisted of three main areas of focus:

Rapid familiarization and efficient collaboration

Initially, the focus was on quickly familiarizing ourselves with the existing structures, processes, and technical conditions. new direction GmbH integrated itself directly into the workflows without creating additional complexity. This enabled planning and development processes to be accelerated and bottlenecks to be identified at an early stage.

Structured approach to planning and implementation

Together with the internal team, requirements were prioritized, technical solutions evaluated, and concrete implementation steps defined. Close coordination resulted in clear roadmaps that enabled both short-term improvements and strategic developments—always in compatibility with the existing system landscape.

Focused further development without new dependencies

An important aspect was the decision to deliberately not introduce a new interface. All enhancements were designed to fit seamlessly into the existing architecture. The result was a lean and sustainable further development that noticeably improved the portal without burdening operations or creating additional complexity.

Added value

The joint effort resulted in a significant upgrade of the customer portal—both in terms of functionality and user-friendliness. Customers can find what they need more quickly and enjoy a more stable, intuitive application.

At the same time, the internal team was relieved of some of its workload, enabling it to focus on core tasks and benefit from additional technical expertise without creating dependencies.

The result shows that when internal expertise and external support are meaningfully combined, solutions emerge that are not only technically impressive but, above all, strengthen one thing: customer satisfaction.

At new direction GmbH, we implement these and similar solutions quickly and reliably. If you have any questions or specific concerns, please feel free to contact us directly.