Secure Customer Portal for a Global Air Cargo Carrier Operating Across 800+ Destinations
Summary
ScienceSoft implemented a customer portal for an air freight carrier, helping the company establish direct communication with their clients and secure exchange of confidential information (RFQs, price rates, invoices, etc.).
About the Customer
Saudia Cargo (a part of Saudia Group) is a leading air cargo carrier headquartered in Saudi Arabia and operating to 800+ international destinations across 4 continents via 26 domestic hubs. To meet vast and growing needs of their clients, the company owns air freighter fleet and offers cargo capacity on passenger planes. In 2021, Saudia Cargo was named Asia’s Best Cargo Airline.
Saudia Cargo historically set high standards for customer experience and service quality. So, when they detected security risks in the email communication with their clients (there were cases of hacked emails), they started planning the transition to a more secure way to negotiate and close deals.
Implementation of a Customer Portal
Following the requirements of Saudia Cargo, ScienceSoft delivered a customer portal built with Power Apps and integrated with the Dynamics 365 Sales module. Opting for portal implementation, ScienceSoft ensured a secure environment for all business-client communication, transactions and document flow, and gave the company’s clients faster and controllable way to apply for cargo transportation services.
First, ScienceSoft planned out how the sales process from RFQ submission to invoice generation will unfold. Then, the team created a custom Power Apps portal and integrated it with a sales module. This gave a Customer’s team a necessary toolset to fulfil all sales activities digitally. Due to the sales process automation we implemented, they are supposed to substantially reduce the time in tasks like RFQ creation and negotiation, contract and invoice generation, invoice approval.
The introduction of user roles with different permission levels in the Dynamics 365 Sales module was the first step towards enhanced security and confidentiality of client information stored by the company. The risk of unauthorized access to the portal is further minimized thanks to two-factor authentication to a customer portal requiring a password and a phone code to log in.
Shorouq Basnawi, Commercial Applications Sr. Analyst, SAL Saudi Logistics Services (a part of Saudia Group), says:
[ScienceSoft’s] team implemented a robust customer portal integrated with the Dynamics 365 Sales module. They also conducted training on all scenarios of using the portal for our sales team, which encouraged high user adoption of the solution.
The B2B customer portal meets our business needs of enhanced pricing invoicing and contracting and overall client communication. We are fully satisfied with the solution and the assistance of ScienceSoft’s team.
Key Value for the Customer
Improvements in customer service and sales process as a result of:
- Quick direct way for clients to request for services and cost.
- No delays in deal negotiations.
- Secure exchange of business data.
- Rational time management for a sales team who are relieved from repetitive manual emailing.
