B2B & B2C Self-Service Portals and Mobile Solutions

Castrol is a British global brand of industrial and automotive lubricants offering a wide range of oil types, gas types and similar products. Today Castrol operates in more than 150 countries, with several research centers around the world.

Castrol needed B2B and B2C Self-Service Portals and a mobile solution to integrate various services and make a user-friendly mobile accessibility possible.

Castrol Logo

Project overview

Pain-points

Self-registration took more steps from UX perspective and leaving customers with no desire to proceed on self-service. 

Some of the customers were leaving negative feedback and comments on mobile app markets.

Lack of mobile-user accessibility for most of the customers.

Castrol Fastlane required the need to register users by phone as a primary method of communication. 

Solution

Implementation of Programmable SMS with third-party service called Twilio which provides mobile verification for end-users. 

The service is used to ensure mobile numbers entered at registration are verified by the account owner, meaning we have both mobile number and email address verified.

Implementations of SMS functionality added new options of self-service processes such as login, registration, forgot password.

Result

Increased opt-in rates and decreased registration abandonments by providing better user experience.

Making the registration process more mobile-friendly.

Decreasing spam to minimal.

This lead to 51k+ more users per month and 120k+ unique member licenses.

Business value

120k+

Unique member licence

By increasing opt-in rates by providing better UX.

51k+

More users per month

Mainly by making the platform more mobile-friendly.

Salesforce solutions we used

SalesforcCommunity Cloud Logo

Salesforce Identity

Features

SMS verification

Email verification

Identity self-service

Integrations

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