Client€5B Global Machinery Company
SprintAn 8-10 week sprint
Fieldwork20+ stakeholder interviews · 3 workshops conducted
“The team helped us cut through internal uncertainty and build a more customer-driven view of what the portal should become”
Customer Experience
Accelerating Customer Portal Adoption and Alignment
The client launched its Customer Portal to streamline project delivery, but adoption remained limited due to unclear vision, fragmented stakeholder input, and lack of structured prioritization.
30%
faster alignment in portal feature decision-making, enabling quicker consensus across product, digital, and customer teams
15%
efficiency gain in cross-team collaboration, driven by structured stakeholder engagement and prioritization frameworks
5
critical challenge areas identified and prioritized, giving leadership a clear focus for roadmap execution
A note on sourcing. Every figure here comes from a SprintlyWorks client engagement. Clients are described, never named. Where a figure is identified or modelled rather than banked, the line says so.
01
The problem
Internal teams were at full capacity, leaving no bandwidth to consolidate feedback or align around shared goals. Meanwhile, customers were experiencing fragmented communication especially on new portal features.
Without structured intervention, the client risked slow adoption, low customer buy-in, and missed opportunities to scale digital project delivery.
02
What the sprint set out to do
Map and consolidate use cases and adoption barriers from internal stakeholders and project customers.
Identify and prioritize demand drivers and portal features based on customer impact and implementation feasibility.
Define and align a shared vision, value proposition, and 3-year roadmap to accelerate adoption.
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