A simple way for customers, staff and the organization to connect
Many everyday calls and follow-ups are requests for information that could be available online.
Common questions include “What’s the status of my request?”, “Have you received my documents?”, “What’s the status of my contract?” and “How do I submit a new request?”
An enterprise self-service portal can give users a clear, simple way to manage and track these interactions.
Customer portals
Customers can sign in to submit requests, review previous requests, upload documents, check service status and receive relevant notifications.
When the portal is connected to Dynamics 365 or CRM, staff can access information submitted by the customer directly.
Likewise, a status change in an internal system can be shown to the customer in the portal.
Portals for employees, representatives and suppliers
Portals can serve audiences other than customers.
Depending on the organization, a portal can also serve employees, sales representatives, contractors, business partners or suppliers.
Each group can view the information and services available to it and handle some of its interactions with the organization online.
The portal as part of the enterprise ecosystem
The goal is to provide a gateway into the organization’s existing operations.
The portal delivers more value when it connects to CRM, ERP, finance, document management and other enterprise systems.
Internal or external users interact with a simple interface while the underlying process is managed in the organization’s central systems.
Examples of portal capabilities
- Customer portals
- Employee portals
- Representative portals
- Business partner portals
- Supplier portals
- Request submission and tracking
- Service status tracking
- Document submission and retrieval
- Access to contracts and related information
- Notifications and updates
- Direct connection to CRM and Dynamics 365
- Personal dashboards
- User access management