Customer Portal

Empower your customers with self-service

Empower your customers with a customizable, fully branded 360° view of their accounts, self-service and on-line ordering.

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Customer Portal dashboards

20-40%

Shorter Ticket Resolution

15-30%

Customer Satisfaction (CSAT) Increase

20-30%

Customer Churn Reduction

2-5%

ARR Increase Through Upselling

Multi-layer maps with internet service status

A 360° customer account view

Give customers a 360° view of their account details, services, cases and orders.

  • List views and dashboards with real time updates
  • Data filters, charts, detail views and Excel exports
  • Multi-layer maps with service status
  • Support for child accounts filtering

Enable 24/7 customer self‑service

Ensure best-in-class experience and reduce account management costs with a 24/7 on-line customer self-service.

  • Provide up to date information about products, active orders, service addresses, operational statuses and others
  • Share real time account health information including services experiencing issues, alarms, open cases, scheduled maintenance times and others
  • Keep customer payments up to date with balances, payments and past-due amounts
Customer Portal support cases

Provide 24/7 customer support

Improve user experience, resolve issues faster and reduce phone call and email overhead with on-line customer support.

  • Provide customers with a 24/7 on-line support channel
  • Enable customer access to all current and past support cases regardless of their origination (phone, email, portal)
  • Monitor case status and exchange comments in real time to drive quicker problem resolution

Accelerate customer
order delivery

Give customers 360° visibility into their orders and enable on-line communication between customers and delivery teams.

  • Enable customer access to all current and past orders regardless of their origination (a signed quote, e-commerce or API)
  • Keep customers informed about their orders with real time updates
  • Track and visualize not only new product requests, but also changes, replacements and other order types
  • Improve customer communication exchanging order comments and attachments on-line

Generate additional revenue with on-line ordering

Quickly turn up on-line ordering of selected products creating additional revenue streams.

  • Easily select products available on-line via the CRM product catalog
  • Use standard or dedicated e-commerce price books
  • Make on-line ordering easy with familiar concepts such as shop and my cart

Customer Portal

Self-service
  • All current and historical customer products and subscriptions
  • Products, service addresses and charges
  • Fulfillment and operational statuses
  • Support cases, timelines, and statistics
  • Alarms and alarm timelines
  • Search, sort, filter, and export data
Support
  • All current and historical cases
  • Multi-channel case creation: portal, email and API
  • Open, close, escalate and other actions
  • Customer- and support- originated case comments and attachments
  • Scheduled maintenance times
  • Email and browser notifications
  • Search, sort, filter, and export data
On-line ordering
  • On-line products price books
  • Shop and My Cart
  • All current and historical orders regardless of origination (quote, portal, API)
  • Order delivery statuses, expected dates, % tasks completed and others
  • Customer - and support - originated comments
  • Search, sort, filter, and export data