Portal Case Study
A Customer Portal That Answers the Status Calls
A manufacturer fielded status calls and emails all day from clients. A customer portal now shows orders, invoices and delivery status, live from the ERP.
Results at a glance
- 40%Fewer status calls and emailsPeriod not stated · Internal measure
- 24/7Client access to their accountPeriod not stated · Internal measure
- 7 wkFrom kickoff to livePeriod not stated · Internal measure
The challenge: Every status question came through the team
Each question meant someone stopped work, looked it up in the ERP, and read it back. Invoices were emailed as attachments, and payments waited until someone chased them.
- Order and delivery questions arrived by phone and email all day.
- Each one was looked up in the ERP by hand.
- Invoices were emailed out and chased for payment.
- Clients had no way to see anything for themselves.
The solution: A portal where clients see and pay for themselves
Clients sign in and see their orders, invoices and delivery status, download statements, and pay online. Each client sees only their own records, controlled by role-based access.
- Live order, invoice and delivery status from the ERP.
- Online invoice payment, with the ledger kept in sync.
- Statements and documents available to download.
- Role-based access so each client sees only their own data.
How it was delivered: Mapped the questions, then built around them
We connected it to the ERP and the payment provider, rolled it out to a group of clients first, then opened it to the rest once it had settled.
The portal went live in seven weeks.
The outcome: Fewer calls, faster payments, happier customers
Online payment sped up the cash coming in, and clients report that having 24/7 access to their account is easier than waiting on a reply.
Related service
EngineeringRelated
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