Customer Portal
Your support team answers the same questions all day
Most inbound support is not a problem to be solved. It is a customer asking where their order is, what they were charged, or whether a document was received — questions the business already has answers to, sitting in systems the customer cannot reach. Every one of those becomes an email, a phone call and a person to handle it.
- Agents spend their day restating information that already exists in your ERP
- Order and invoice queries arrive by email and get answered from memory
- Customers cannot see status without asking someone
- Documents are re-sent because nobody knows what was received
- Support headcount grows in step with the customer base
What the portal gives your customers
Account and profile management
Customers maintain their own contacts, addresses, delivery preferences and users, so your team stops making changes on their behalf.
Live order tracking
Order status pulled straight from your ERP, updating as the order moves, with the history kept where the customer can find it.
Invoices and payment
Every invoice available on demand, with balances, payment history and an online payment route built into the same screen.
Support tickets with a paper trail
Customers raise, track and reopen tickets, and can see what has been said before instead of starting again.
Document library
Contracts, certificates, specifications and statements filed against the account and downloadable at any hour.
Self-service knowledge base
Searchable answers to the questions your team fields most, placed where customers already are.
Role-based access
For business customers, multiple users under one account with different permissions — buyers who order, finance staff who only see invoices.
Notifications that reach people
Email and SMS alerts on status changes, so customers stop checking in to find out whether anything moved.
What changes after launch
67-71%
Fewer routine tickets30+ hrs
Freed per support team weekly28%
Typical satisfaction lift9 mo
Common payback periodBuilt for
- Wholesalers and distributors with repeat trade customers
- Manufacturers serving dealers and specifiers
- SaaS and subscription businesses
- Logistics and freight operators
- Financial and professional services firms
- Healthcare and education providers
Connects to
- ERP systems
- CRM platforms
- Help desk and ticketing tools
- Payment gateways
- Shipping and logistics carriers
- Email and SMS providers
How we deliver it
Straightforward portals run 6-10 weeks. Enterprise builds with several integrations run 12-16.
Book a CallBook a Call- Weeks 1-2
Discovery
We go through your inbound support volume and find out which questions actually dominate it. That list decides what the portal does first.
- Week 3
Design
Screen designs for every task a customer needs to complete, reviewed with the people who currently answer those questions.
- Weeks 4-7
Build and integrate
The portal is built and wired into your ERP, CRM and payment systems so the data shown is live rather than copied.
- Week 8
Test
Security review, permissions testing across account types, and a pilot with a friendly customer group.
- Weeks 9-10
Launch and adopt
Customer onboarding, staff training and a rollout plan that gets people actually using it rather than emailing anyway.
Frequently asked
Live. The portal reads from your ERP and CRM through their APIs, so an order status is the same status your own staff see. Where a system has no usable API we agree a sync interval with you rather than guessing.
Adoption is a rollout problem, not a software problem. We plan it as part of the project: seeding the portal with each customer's real history before invite, routing common email requests to a portal link, and reporting on usage so you can see who has moved and who has not.
Every request is scoped to the authenticated account at the data layer, not just hidden in the interface. Multi-user business accounts get their own permission tiers, and all access is logged.
Yes. Source code, database and infrastructure are yours at handover, with documentation. There is no per-seat licence and no platform you have to stay on.
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Tell us what you are trying to fix
A short call is usually enough to establish whether this is the right answer for your operation, and what it would take. No obligation and no pitch deck.
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