Client Success Story
Transforming IWG’s Customer Portal
Modernizing the customer experience to drive engagement, agility and global growth.
Executive Summary
Executive Summary
To support its global growth and improve digital engagement, IWG partnered with Authority Partners to transform its legacy customer portal into a modern, scalable platform. The outdated system had limited the company’s ability to deliver new features and meet rising user expectations. By redesigning the portal architecture, streamlining the user experience and re-platforming mobile applications, Authority Partners helped IWG boost customer satisfaction, accelerate innovation and reduce maintenance costs. The result: a flexible, high-performing platform that drives user acquisition and revenue growth at scale.
Client Background
Client Background
IWG, a global leader in flexible and productive workspace solutions, operates in 4,000+ locations across 120+ countries and six continents. Their customer portal is critical for millions of users to manage bookings, payments, and online accounts. However, the legacy technology behind the portal, coupled with a complex user journey, limited its effectiveness. To address these challenges and support growth ambitions, IWG partnered with Authority Partners to transform the customer portal.
The Challenge
As IWG continued to scale its global footprint, its legacy customer portal struggled to keep pace with growing demand and evolving user expectations. The outdated technology limited performance and hindered the company’s ability to introduce new features quickly, ultimately impacting customer satisfaction and operational efficiency. A complex user journey created friction for millions of users trying to manage bookings, payments, and account details—leading to missed opportunities for engagement and revenue growth. To support its business goals and futureproof the customer experience, IWG needed a modern, scalable solution that could improve usability, accelerate innovation, and reduce the long-term cost of maintenance.
Solutions
Authority Partners implemented a comprehensive solution to transform the portal:
Simplified and Modernized User Experience
Using user research insights, a new interface was developed to be intuitive, visually appealing, and responsive.
Rewritten Web Application
The web application was built using Angular, a modern and secure technology, enabling high performance and modularity.
Optimized Backend for Frontend
The backend was rewritten with .NET Core, streamlining communication and improving data flow.
Microservices for Single Customer View
New microservices architecture was introduced to provide a unified view of each customer.
Re-Platformed Mobile Applications
Existing iOS and Android apps were re-platformed to Xamarin, enabling faster development and seamless user experiences.
Mobile Responsiveness
The web and mobile apps were made fully responsive, adapting to various screen sizes and usage contexts.
Results & Impact
Improved Client Experience
A modernized portal design led to increased customer engagement and satisfaction.
Agility and Scalability
The new architecture supports rapid feature deployment without disruption.
Cost Efficiency and Future-Proofing
Use of open-source and modular technologies reduced maintenance costs and safeguarded against obsolescence.
Conclusion
The transformed customer portal achieved measurable results:
25.0% increase in revenue through new web and mobile applications.
14.8% increase in user acquisition.
Authority Partners’ efforts not only revitalized IWG’s portal, but also positioned the company to better meet customer needs and adapt to future trends.
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