How we redesigned the customer service portal for a global online greetings card retailer

Background and brief

Last year, Oracle Service Cloud launched a new framework for its customer service portal which meant the old framework would be discontinued.

One of the UKís biggest online retailers of personalised greeting cards needed expert support to help them migrate their customer portal service to Oracleís new framework. As a specialised Oracle Service Cloud Partner, Experience Assist was presented with the challenge of completely re-configuring the brandís service portal to a new platform without any disruption to service output.

Our approach

The process involved examining in detail the way the companyís existing customer portal looked and worked, including the way all widgets and functionality were presented. In order to ensure the transition was completely seamless, we had to replicate their web coding and transfer this existing coding to the new platform so that everything would work in the same way.

In order to ensure the whole journey was seamless, we had to carry out a period of comprehensive testing before we could make the new platform live.


We successfully facilitated the upgrade and transition of the retailerís entire customer service platform without any disruption or downtime to their system. We were able to ensure the process was completely seamless and reflected the high standards the organisationís customers expect.

The company is now able to fully access the improved features on offer with Oracle Service Cloudís new framework.

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