Customer portals
Lack of access to relevant information in the customer journey creates challenges and limits your ability to deliver a coherent experience. Customers face barriers, and this affects both satisfaction, loyalty and turnover.
In order to strengthen your relationships and create more value in each customer interaction, it is crucial to have a unified place for dialogue and data. Without it, the experience becomes incoherent, and the potential in your customer relationships is not fully exploited.
With a customer portal, you get a platform that brings together interactions and data in one unified touchpoint. It strengthens the relationship with customers, increases transparency and gives you better conditions for developing both service and earnings.
Portal with power
A customer portal is a web-based platform where your customers can retrieve documents, gain insight into data and use self-service, all in one place. It saves time for both parties and makes it easy to be a customer.
At the heart of a good portal are features that solve real needs. It can be access to both current and historical orders, invoices, payment status and existing agreements. Self-service options make it possible to change contact information, download documents, create complaints and book meetings without disrupting your operations. Communication becomes much smoother with contact forms, chats and direct messages, while FAQs, user manuals, guides and other documentation are gathered in one place and make the customer self-driving. In addition, users can update master data themselves, manage consents and choose preferences. It all increases both control and experience for the customer and creates calm and efficiency internally. It feels professional, fast and uncomplicated, just the way it should.
Companies with customer portals reduce support costs by up to 30% and achieve higher retention among B2B customers, as well as achieving a 6.2% increase in total revenue (Forrester, 2023).
Business effect in frontsage and backstage
When the portal is more than just a shortcut to documents, it becomes a real business driver. It reduces support and response time, lifts satisfaction and loyalty and provides sharper insight into customer behaviour.
The portal automates broadcasts, invoicing and updates. It frees up time and minimizes errors. At the same time, you get better cash flow and the opportunity to use data to spot needs before the customer does it himself. It is efficient operation coupled with relevant insight. The portal will be an active part of your commercial engine room.
Two ways to the same goal
Portals must suit the business, not the other way around. Therefore, two approaches exist, depending on needs and complexity.
Power Pages: A Microsoft-based solution that can be quickly set up and scaled. It plays smoothly with Business Central and Power Platform and provides secure, role-based logins. Users get access to forms, upload options and queries that can be easily customized. This means short time-to-market and a solution that quickly creates value. Customers get what they need without unnecessary noise.
Custom Portals: If the requirements are more complex, we build from scratch. The solution is shaped according to your specific processes and industry logic and can support several languages, customer groups and access levels. The portal is connected to your ERP, CRM and document management systems and delivers an experience that is tailored both visually and functionally to your customers. Here you get space for the complex with a solution that is still experienced as simple and streamlined.
Partner on more than portals
A customer portal should not just solve a need. It must strengthen the relationship, increase the value per customer and release capacity for growth. Therefore, the work starts with understanding your customer interactions and commercial goals.
We help uncover functionality needs and customer journeys, design the portal with self-service and ease of use at the center and ensure that it plays together with your systems. Everything is built with scalable architecture, data security and compliance as standard. When the solution is live, we set up measurable KPIs and ensure access to relevant data on behaviour, use and profit realization. It's about creating a solution that performs – both for your customers and for your bottom line.
