A more robust and functional Customer Portal

They had recently upgraded their server system to Windows 2019 and the SharePoint document management system they used for Material Safety Data Sheets (MSDS) had stopped working. They needed a more robust and functional Customer Portal solution which would meet compliance standards and minimise admin time for the team to manage.

The website was also looking dated and was in need of a refresh to make it responsive across devices and better showcase their services.

Improving the process and creating a solution

The existing Dixon Chew CRM system produces an XML file periodically containing customer details and product purchases. We needed to integrate with their CRM system to collect the XML file and update the customer record contained in the Portal.

We migrated customer details to the Portal and set up login details, along with a list of the products they have access to, so that they would only see documents relevant to their products and language.

We also created a function which would read the XML file on a daily basis. When a new purchase or SDS revision was made available within SharePoint for a product, the system would automatically send the customer a PDF version of the SDS by email.

This relationship between customer and product is then stored in the Customer Portal for historic access to the current MSDS file for that product.

We redesigned the website to update the overall look and feel of the Dixon Chew brand and how it showcased their products. We ensured the designs adapted well to mobile and tablet devices to increase usability and access on smaller devices.

We used this as an opportunity to make general housekeeping improvements too such as adding:

• An SSL certificate to show the website as a “secure” site
• Google reCAPTCHA to the enquiry form for extra spam security
• GDPR improvements including double opt in for marketing activity and report generation for audit trails

Fully compliant, integrated system which automatically keeps customers up to date

Dixon Chew now have a fully compliant, integrated system which automatically keeps their customers in the loop of revisions to Safety Data Sheets. Their new SharePoint Online solution is on a dedicated SharePoint site and the document library is hosted on the Company Office 365 system.

Company administrators manage documents via SharePoint Online quickly and easily. They can upload different versions of the SDS in different languages which then updates and surfaces the correct files in the Customer Portal and notifies customers via email. This gives them the flexibility and control to edit the product lists a customer can see and invite them to register on to the Portal to view them.

Via the Portal, customers get direct access to up-to-date Material Safety Data Sheets (MSDS) in their language, whenever they like. This frees up the admin team and allows customers to self-serve.

Their website is far more visually appealing and displays their products in an engaging way across devices to encourage new business and drive the company forward.