"How do you reduce digital friction and frustration for your customer base?"

PHS are one of the UK’s leading providers of workplace services and offer a range of solutions to help keep businesses running smoothly. Over the past 50 years the PHS Group have grown rapidly, mainly through strategic acquisition, and as a result now have a variety of divisions offering everything from waste management to compliance.

Project Summary

PHS's acquisition growth led to a disconnected customer base who weren’t aware of the wide range of services PHS offered. There was no single customer view, so PHS were missing tonnes of opportunities to upsell. For those customers that did have services from multiple PHS divisions the online experience was difficult to use, and frustratingly required many logins to many different portals

We created MyPHS - a consolidated customer portal for the PHS Group, which serves as a central landing page with single sign-on for all customers who currently access one or more of the disparate business portals.

Single sign-on allows access control of multiple related, but independent, software solutions – it’s through this that PHS are able to begin to develop a single customer view and in turn facilitate cross-selling and deliver a seamless customer experience. We’ve also included a nifty support view function, so that admin teams within PHS can replicate a customer’s view and help with any queries raised in a more cost efficient manner.

As a short term fix to create further cohesion across the PHS digital estate we also developed a global navigation header and footer which will run across all of PHS’s 60 websites and portals. We’ve also inbuilt the ability to display adverts based on what services the customer already has with PHS and what new services would help their business in the future. The customer is tracked from the moment they click on the advert right through to the leads generation team. The MyPHS portal was released in September 2014 and after extremely positive anecdotal feedback, we can't wait to see what the cold, hard stats are!