Optimizing Workflows for Self-Service Portal Implementation

This document is a case study detailing the implementation of a self-service portal for Kawasaki Engines, aimed at optimizing workflows for 7,700 dealers. The case study outlines the challenges faced by dealers who relied on customer support for engine information and replacement options, highlighting issues such as decentralized data and lengthy manual processes. To address these challenges, Kawasaki partnered with LaunchPad Lab to develop a custom application within their dealer portal. The approach included a Blueprint Workshop to map out processes and prioritize data consolidation. The resulting self-service portal empowers dealers to independently access engine specifications and replacement options, significantly reducing reliance on customer support. The case study presents the improvements achieved, including a modern user experience, streamlined workflows, and enhanced compliance with EPA requirements. Key results include a 15% conversion rate on new engine replacements and the unlocking of over 30 years of data for customer use.