Clients check for themselves what they phone about today
Most contact with a support desk is questions whose answer already exists in your system — just not in the place where the customer is asking.
Who this is for
- Service companies whose support answers the same status questions daily
- Organisations that email documents and invoices on request
- Teams where client issues live in an inbox rather than a register
What it covers
- Live status of the case
Stage, dates and change history shown directly instead of described in answer to a phone call.
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The register builds itself along the way, so a month later it is possible to reconstruct what happened.
- Documents and invoices to download
Contracts, reports, invoices and attachments in one place, with history.
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This is usually the single most common reason clients contact the office.
- Issues with a register, not an inbox
A submission form with a category, a priority and a trace of the reply.
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Cases stop falling between people and between shifts.
- Roles and permissions on the client's side
Who at the client sees invoices and who sees only status.
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The number of roles is the main cost driver in portals, so we settle it in the workshop rather than during the build.
In depth
What a portal will not fix
It will not fix a process that is unclear internally too. If the status of a case is a matter of interpretation, the portal shows that ambiguity to the client — sometimes that is valuable in itself, but it should be a decision rather than a surprise.
How we measure the effect
By the number of support contacts broken down by category, collected before launch. Without that figure there is no way to say later whether the project changed anything — and that question always comes after a year.
Questions about this scope
Does the portal have to integrate with our system?
It should, or somebody will be updating it by hand and the portal becomes one more thing to keep in step. If integration is impossible at the start, we say so and propose a narrower scope that can actually be maintained.
How many clients does it take to be worth it?
Not the number of clients but the number of repeat questions. A portal for thirty clients who ask about status weekly pays back faster than one for three hundred who ask nothing.
Can it be built in stages?
Yes, and usually is. The first version is most often status and documents alone — the shortest route to finding out whether clients will log in at all.
The parent service and related scopes
Got an idea? Let's talk.
The first call is free. We reply within one business day.