Customer Portal
Give every customer one clear place to come in.
Questions, requests, appointments, orders and updates stop disappearing across separate inboxes and channels. Your customer starts in one familiar place, and your team handles the work in the processes and applications behind it.
Plan a meeting Do the Business Scan
- Your customers recognise your organisation: your name, your styling
- One place where they see what is running and what changed
- Connected to the process and the people that handle the work
One door, and everything already in view.
Your customer arrives in a place that carries your name, and sees straight away what they can do, what is running and what changed since last time.
Your logo, your colours
Welcome back, Praktijk Bloem
Two things are running. One is waiting for you.
What would you like to do?
- Ask a question
- Request an appointment
- Share a document
Running now
- Extra appointment Waiting for you
- Question about invoice 2038 In progress
Latest update
Thursday 15:00 is free. Confirm it and I will put it in the calendar.
Which actions, statuses and updates your customers see is part of what we set up together.
One entrance, and a way back.
A request travels from your customer through the Portal to the process that handles it. Status, communication and the answer travel back the same way.
A request travels from your customer through the Portal to the process that handles it. Status, communication and the answer travel back the same way.
- “Where is my order?”
- “I want an extra appointment.”
- “Could I receive that invoice again?”
- “I need help with a service request.”
Now: three channels, no clear view, everything through you.
- Service Management Handles it
- Project Management
- CRM
- E-commerce
Service Management
Project Management
CRM
E-commerceWith the Portal: one entrance, one queue, one owner per question.
The applications shown here are examples. Which one handles what depends on the processes you choose to open up.
What your customer gets, and what your organisation gets.
Your customer
One place, reachable at any hour, that looks like your organisation.
- Submit a question, request or report without hunting for the right address
- See the status of everything they have open, in plain language
- Find the documents and information that belong to them
- Start something new without explaining the history again
Your organisation
Everything arrives in one shape, in the process that handles it.
- One entrance instead of four channels and a personal mailbox
- A request that arrives complete, with the customer already known
- An owner and a status per request, in the application behind the Portal
- One place to point customers to, in every conversation and every signature
The Portal is the customer-facing layer; the handling happens behind it. That is what makes the answer reliable.
The same base, different customer processes.
Examples that help you recognise your own situation. What your Portal does follows from the process you open up first.
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A service portal
- Your customer
- Asks a question, reports a problem or follows a request that is already running.
- Behind the Portal
- One shared queue with an owner and a priority; the answer goes back to the same place.
Often handled in Service Management.
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An appointment portal
- Your customer
- Requests an appointment, asks to move one, or checks what has been confirmed.
- Behind the Portal
- The request reaches whoever plans it, and the confirmation returns to the customer.
Handled where your planning lives.
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A customer environment
- Your customer
- Looks up an order, asks for an invoice again or finds a document.
- Behind the Portal
- Orders, documents and invoices come from the applications that already hold them.
Often connected to E-commerce, Finance or CRM.
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A project portal
- Your customer
- Follows progress, receives deliverables and asks about the next step.
- Behind the Portal
- Progress, documents and communication come from the project the work runs in.
Often connected to Project Management.
We start with the process that matters most to your customers, and extend from there.
Your customer asks. Your team answers. Nobody starts over.
The same request seen twice: what your customer follows in the Portal, and what your team works on behind it.
What your customer sees
Extra appointment
Communication
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Praktijk Bloem
Could we add an extra appointment this week? Thursday afternoon would suit us best.
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Ilse · your team
I have looked: Thursday 15:00 is free. Confirm it and I will put it in the calendar.
Attached
Appointment proposal
Next step for your customer
Confirm Thursday 15:00
What your team sees
- Landed in
- Service Management
- Owner
- Ilse
- Status
- Waiting on customer
- Goes back as
- Status and answer in the Portal
The Portal is the entrance. The work happens in the process or application behind it — here Service Management, elsewhere the system your team already uses.
Same request, same status, same conversation. Your customer never has to explain the history again, and your team never has to look for it.
One customer experience, connected to the work behind it.
Customer Portal is where your customer comes in. Service Management is where your team handles what comes in.
It is one of the ways to handle that work: a shared queue with an owner, a priority and a status. Which application or existing system fits behind your Portal follows from the customer process you open up.
Service Management is not automatically part of a Customer Portal, and a Portal does not require it. Together they are better value in a Customer Service bundle.
An existing Portal base, set up for your organisation.
The base
What the existing Portal can already do
SalesFision has a working Customer Portal. It is the starting point for your customer environment, and it can:
- Carry your organisation’s name and styling
- Take in requests from your customers, with the information you ask for
- Show a status per request, in language your customer understands
- Keep the communication and the updates on the request itself
- Make documents and information available to the right customer
- Connect to at least one process or application behind it
Together
What we define with you
Which of those capabilities you use, and how far they go, is decided together and written into your proposal:
- Which customer processes you open up first
- Which forms and request types your customers need
- Which statuses and communication your customers get to see
- How the branding is applied
- Which users and access rules are needed
- Which Platform applications or existing systems are connected
- Whether data or documents have to be migrated
- Whether anything beyond the base has to be built
The setup covers one standard supported process. More processes, connections or design changes fall under Care & Enhancements.
From an agreed process to a working Portal.
A Portal is only as good as the process behind it, so that is where we start.
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Agree the process and the customer question
Which question do you want to answer better, what should that deliver, and what has to sit behind it?
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Design the customer experience and the handling
What your customer can see and do, and where the work lands, who owns it and what goes back.
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Set it up and connect it
The base is configured and styled for your organisation, and linked to the application or system that does the handling.
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Test, launch and improve
Your own scenarios end to end, live with one process, then extend with what your customers ask for next.
Not sure yet which process should go first? The Business Scan is the step before this one: The Business Scan
Three parts, clearly priced.
Customer Portal consists of the setup in your own branding, the use of the software and, if you want it, further development. Regular maintenance and bug fixes are part of the licence.
- Setup from €1,499 one-off Your branding, colours, access and one standard supported process.
- Customer Portal Essential €39 per month Up to 250 active customer accounts.
- Customer Portal Growth €79 per month Up to 1,000 active customer accounts.
- Extra 250 accounts €10 per month Per extra 250 active customer accounts.
- Care & Enhancements on request New processes, integrations and design changes to your Customer Portal.
- Platform applications you connect keep their own licence and price.
With Service Management alongside: the Customer Service Team bundle or the Customer Service Growth bundle. See the pricing page.
What people ask before they start.
Is Service Management included?
No. Service Management is a paid Platform application with its own licence. It is one of the ways to handle what comes in through the Portal, and a Portal can also work with other applications or with a system you already have.
Can we adapt the Portal to our own processes and branding?
Yes. The base is set up for your organisation: your name, your styling, and the request types and statuses that fit your process. How far that goes is part of the scope.
Can the Portal work with the systems we already have?
That is the intention. The Portal is connected to the process that does the handling — a Platform application, or a suitable system you already use. Which connection is possible is something we look at together.
What can a customer see and do in the Portal?
Submit a request, follow its status, read the communication on it, find the documents that belong to them, and start something new. Exactly which of that is visible depends on how your Portal is set up.
Do customers need an account?
That depends on the process. Some Portals ask a customer to sign in so they can see their own history; others open with a form and confirm by mail. We decide that per process, together with you.
How is the price determined?
From three parts: a one-off setup from a fixed amount, a fixed monthly amount for the use, depending on the number of active customer accounts, and optionally Care & Enhancements. The amounts are shown above and on the pricing page.
Is this the same as my client portal at SalesFision?
No. As a SalesFision client you always have your own client portal, included in your engagement. Customer Portal is something else: a portal that you give to your customers, in your own branding.
What happens to the customer accounts in my webshop?
Where you use Customer Portal, it becomes the central environment for your customers. Without Customer Portal, the standard customer account of your webshop simply keeps working.
Can we start with one process and extend later?
Yes, and that is usually the better route. One process that works well beats four that half work.
Discuss your Customer Portal
Tell us which customer question keeps coming back. We will look at what the Portal should do, what has to sit behind it, and what that means for the scope.
Plan a meeting Do the Business Scan
Not sure yet which process should go first? Start with the Business Scan.
