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Mediaprint & Kapa: customer portal saves 50% of time

Intranet/Portal Creatives

Mediaprint & Kapa are icons of the Czech magazine industry. Imagine a portfolio with over a thousand diverse magazines that dominate nearly 90% of stores across the Czech Republic. Thanks to advanced data analysis, Mediaprint ensures that customers always find their favorite titles. Strong collaboration with retailers guarantees that the most sought-after magazines appear on the shelves.

Delivered Services
Intranet/Portal
Creatives

Initial State

  • For the client Mediaprint, we created the Customer Portal "My MPK."
  • The main requirement, in addition to increasing user satisfaction, was handling complaints that had previously been processed by phone or email.
  • Manually processing requests was time-consuming and could only be done during working hours.
  • Sales representatives had to personally visit assigned kiosks and plan their trips.
  • They personally handled cash payments and provided direct customer support.

Our Solution

  • Based on the provided assignment, we designed the customer portal "My MPK."
  • We developed a general dynamic table that allows searching and filtering within the portal.
  • This is the first project where we implemented the concept of React portals.
  • Thanks to the portal, customers can now stay in touch with Mediaprint even outside of working hours.
  • Portal users have constant 100% control over their requests.
  • The client now saves up to 50% of time.
  • 80% of traffic has engaged with the customer portal.

Documents at Your Fingertips: Efficiency and Clarity

We understand how challenging it can be to navigate through a multitude of business documents. With our portal “My MPK”  Mediaprint offers its customers quick and easy access to all the necessary information. Whether you are looking for contracts, invoices, or other important documents, you will find everything neatly organized and easily accessible in the customer portal.

“Every activity in the portal automatically creates a ticket that details the specific request. This can be a change in an order or any other inquiry or request. Thanks to the transparency of this system, both the employees of the shop and the supplier can track each request in real time.”

David Brousil
Mediaprint & Kapa Pressegrosso

Speed and Accuracy: Artificial Intelligence Accelerates Information Processing by 50%

In the past, Mediaprint processed complaints mainly manually. This method was time-consuming. With the implementation of an advanced algorithm based on artificial intelligence, we have significantly accelerated this process and saved the client approximately 50% of the time. 

Now, when a customer submits a complaint, our system automatically analyzes it and, in many cases, makes decisions independently. Only in situations that require specific expert assessment are complaints forwarded to the team of specialists responsible for handling them.

“The most important function, besides increasing user satisfaction, was the complaints that were made by phone or email before the creation of the customer portal. The reorientation of the call center was not only a result of cost-saving efforts but mainly aimed at efficiency and modernization of processes.”

David Brousil
Mediaprint & Kapa Pressegrosso

And what's great?

As soon as a complaint reaches the client, the artificial intelligence already has all the important information and documents prepared. This significantly speeds up and simplifies the client's work. This reorientation not only allows for more time to be spent offering new products to customers but also increases customer satisfaction due to faster processing of their complaints.

Swagger and Its PUX Premiere

Swagger is like a "blueprint" for web services. Imagine you want to build a house. First, you need plans that show where the doors and windows will be, what the shape of the rooms will be, etc. This is how Swagger works for developers – it provides them with plans according to which they can build their platform.

When we embark on developing a new web service, such as the "Customer Portal my MPK," we face a significant challenge. How to ensure that everything works as it should and that people can navigate it? Fortunately, we had a tool called Swagger, now also known as OpenAPI.

Swagger allows developers to precisely define how their web services function. They can describe everything from individual features (endpoints) to what information the service expects (parameters) and what responses it returns. It’s like giving everyone a clear guide on how to assemble and use their service.

With these "plans" in hand, we can automatically create user guides or even basic code for various parts of our application. As a result, everyone easily understands how our service works and how to interact with it. Swagger has made our digital world a bit more accessible and understandable for everyone, whether they are newcomers or professionals.

“Our customers have welcomed the customer portal positively. Customers can address their requests even outside of customer service hours. They can track the history of their requests, and they have access to their documents – delivery notes, invoices, and much more.”

Hana Holakovská
Director of the Customer Service Center
Mediaprint & Kapa Pressegrosso

Digital Revolution for Sales Representatives: A New Tool for Better Overview

Each sales representative is responsible for a specific set of accounts that they visit regularly. Some customers pay in cash, which requires special attention and planning. Additionally, the role of a sales representative is often associated with providing customer service, which includes addressing inquiries, support, or even processing special requests from accounts.

Currently, we are preparing a new digital tool designed to make the daily work of sales representatives easier. Once this tool is launched, sales representatives will be able to log in using their unique credentials and gain access to detailed information about their accounts. 

This will enable them to plan their visits more efficiently, track payments, and enter specific requests directly into the system.

Are you looking for a similarly extensive and advanced solution for your business? Contact us.

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