Magentrix Customer Community Helps Jonas Construction Software Put Customers First
Magentrix was able to easily synchronized with their Salesforce CRM data and fulfill all of their customer service requests
Customer success is the core foundation of Jonas Construction Software. This is evident in one metric, 85% of over 1000 clients have been with them for more than 10 years. Founded in Toronto in 1990 and now part of Constellation Software, which has over 10,000 employees and generates more than US $3 billion in consolidated revenue.
The Business Challenge
Salesforce is their system of engagement and is continuing to transform how they organize internal customer information. Committed to improving experiences, Jonas Construction hit a wall with their previous customer portal. The portal provided access to a knowledge base, online support, and training videos but, “because the cost of adding all users was prohibitive, we were only able to provide the online support for about 25% of our 7500 users,” said Oren Falkovitz, Marketing Manager at Jonas Construction.
Being on the forefront of transformational construction software solutions, they knew there had to be a more cost-effective way to provide customer self-service with a Salesforce-connected web portal.
Advanced and flexible Salesforce integration was a must, as were the core elements of any customer-facing portal - storing and presenting documentation, resources, knowledge bases as well as training videos. Branding the portal to Jonas Construction rounded out the list of requirements.
The Magentrix Solution
After evaluating solutions in market, they decided to move forward with Magentrix's customer portal solution for Salesforce. Jonas Connect, powered by Magentrix, is now available to each and every client. It provides new and existing customers a secure and mobile-friendly, 24/7, self-service portal. They can now access relevant information stored in documents or resources, find answers to common questions by searching when, where and how they want. Their private account information is available should they need to change anything as well. Almost all of the above information is automatically synchronized with Jonas Construction's Salesforce, eliminating previous manual effort, and significantly reducing support call volume and overall total cost of ownership.
Results
Administering their Magentrix customer portal the last four years, Falkovitz experienced, first-hand, the impact and transformational nature of automation. Jonas Construction employees now have one central place to oversee customer requests or issues.
"Magentrix has given us a cost-effective solution with access for all of our users, while saving us about $30,000 a year. The Magentrix support team has been extremely helpful throughout the implementation process,” says Falkovitz.
It's now 2020 and customers' expectations for self-service are driving businesses in every industry to transform the way they interact with users of their products, services and solutions. Clients using the portal have access to everything they need.
Falkovitz continued, “I know that when customers log into Magentrix, the information they see is accurate.”
Jonas Construction values the ability for users to access video content with the documentation and users' capability of posting comments and collaborating with others. They have also now provided customers greater levels of permission as compared to their previous portal, so that certain users can create other users on their account, edit information and even upload their own documentation.
Customers of Jonas Construction are also encouraged to use on-demand training within their portals. “Our customers are able to self-train by going through these courses, and that will save time for the professional services department as well as reduce the number of customer support cases coming in,” said Falkovitz.