Customer portals: benefits, use-cases and implementation roadmap
of customers expect a brand to have an online self-service support portal
Statista
of customers try to take care of matters themselves before reaching out to live representatives
Harvard Business Review
the estimated client portal software market size in 2030
Verified Market Research
Our customer portal solutions
For B2C and B2B customers and service providers
We build B2C and B2B customer portals to provide you with a user-centric platform for serving customers on their own terms and making engagement effortless, ultimately boosting sales and reducing operational costs.
B2B portals
We build multifunctional corporate solutions that can provide your partners or vendors with an end-to-end self-service hub.
Case study
100+
new clients
Property management portal
More than a hundred real estate development companies from all over the world started using the property management portal shortly after its release.
Ecommerce portals
We provide ecommerce businesses with solutions that ensure an online presence, let users buy products and services, and manage transactions.
Case study
50%
higher turnover
Ecommerce portal
The publishing house hit an exponential growth curve after implementing an ecommerce portal, increasing its turnover 50% annually.
B2B portals
We build multifunctional corporate solutions that can provide your partners or vendors with an end-to-end self-service hub.
Case study
100+
new clients
Property management portal
More than a hundred real estate development companies from all over the world started using the property management portal shortly after its release.
Ecommerce portals
We provide ecommerce businesses with solutions that ensure an online presence, let users buy products and services, and manage transactions.
Case study
50%
higher turnover
Ecommerce portal
The publishing house hit an exponential growth curve after implementing an ecommerce portal, increasing its turnover 50% annually.
B2B portals
We build multifunctional corporate solutions that can provide your partners or vendors with an end-to-end self-service hub.
Case study
100+
new clients
Property management portal
More than a hundred real estate development companies from all over the world started using the property management portal shortly after its release.
Ecommerce portals
We provide ecommerce businesses with solutions that ensure an online presence, let users buy products and services, and manage transactions.
Case study
50%
higher turnover
Ecommerce portal
The publishing house hit an exponential growth curve after implementing an ecommerce portal, increasing its turnover 50% annually.
Our customer portal development models
We offer several customer portal development scenarios so you can choose the one that fits your current needs.
Bespoke customer portal development
We can build a unique web portal around your business needs, providing customers with a self-service hub strongly associated with your brand. We can build connectors and integrate your portal with corporate and external systems to turn it into a holistic environment.
Platform-based customer portal development
We can build your solution on top of the best-in-class platforms we are specialized and certified in. We will consult you on suitable platforms, customize your system of choice, and complement it with the necessary features for efficient support and hyper-personalization.
Customer portal modernization
Our customer portal development services also include legacy portal renovation. We can optimize it, fine-tune according to customers’ expectations, or move it to a new platform to leave an outdated infrastructure, cut operational costs, and pursue customer-centricity. We ensure secure data migration with no assets lost and with minimum downtime.
Mobile customer portals
We make portals that run smoothly on any device while maintaining full functionality. We can also build a PWA or a mobile app that gives users the required support and self-service, particularly for payments and account management.
Boost customer loyalty and drive sales with a customer portal by Itransition
Key customer portal features
We equip portals with self-service functionality to provide your customers with a personalized environment where they can solve issues on demand.
Multiple self-service options
Our customer portals let users access the necessary information on their own, which results in higher rates of case resolution and customer satisfaction.
Information access
- Users can:
- Interact with account settings
- Find relevant info in knowledge bases and FAQs
- Upload, download, and sign documents
Order management
- Users can:
- Manage orders and payments
- Submit claims
- Initiate returns
Customer portal benefits
Сustomer portal solutions act as engagement systems, making customers’ interaction with your business more efficient. Companies and their customers can reap multiple benefits from a client portal.
Improved customer satisfaction
Customers can find answers on their own at anytime, which increases their satisfaction
Increased customer engagement and loyalty
Customers can discuss solutions, share feedback and suggestions
Reduced support team workload
Customers find solutions to minor requests themselves, saving support agents’ time for more complex issues
Decreased customer support costs
The 24/7 help desk saves costs for hiring new support specialists and extending working hours
Reduced support volumes
Easy-to-navigate customer portal with a knowledge base and FAQ reduces the number of customer requests
Cut-down errors
Centralized company information reduces the risk of holding incorrect data
Analytics
Businesses get greater oversight and visibility. They can analyze customer behavior and adjust their strategy accordingly
Main integrations
We can connect your customer portal with corporate and external systems and set up mutual data exchange to turn the solution into a consistent digital ecosystem.
CRM
Our team can connect a customer portal with your enterprise CRM to expand your customer channels and give you more opportunities to personalize experiences.
ERP
We can integrate a portal with your ERP system to give users complete visibility into real-time inventory levels across any of your company’s locations.
Ecommerce
Integration with an ecommerce system will enable users to manage their orders and help you provide customers with customized prices and personalized offers.
Payment systems
We can connect payment systems to create an infrastructure where users can choose from multiple payment methods and manage their operations.
Data analytics
We can embed analytical features into a customer portal to let you analyze customer data, track changes in customer behavior, and predict trends.
Request a quote to estimate your customer portal development costs
How we develop customer portals
Our team builds customer portals that connect users with the resources they are looking for, help deal with their problems fast, and give them tailored experiences.
Customer portal design
We design customer portals with clean and visually appealing UIs. To ensure your portal is user-friendly, we run usability testing to check that the layout and architectural hierarchy are logical, key categories are easily accessible, and the search is intuitive.
User analytics
We set up portal analytics and reporting to provide insights into your users’ behavior, their interactions with the portal, and personalization opportunities. You can also assess your portal performance and understand how to fine-tune the portal according to your customers’ needs.
AI-powered personalization
We build AI-powered solutions to help you automatically deliver curated customer experiences. Such AI engines can quickly analyze customers’ personal preferences and interaction history, automate dynamic pricing, and provide intelligent self-service 24/7.
Security assurance
We build customer portals that are easy to use and highly secure. We encrypt sensitive data and enable multi-step authentication to define how users can access the portal and what information they can view. We also offer security testing to spot possible vulnerabilities and fix them, if any.
Customer portal development roadmap
1
Planning
Outlining requirements for every element of the future B2B portal
- Business analysts
- Project managers
2
Design
Hands-on prototyping, specification review and technical sketching, UI/UX design
Tech team
- Architect
- Tech lead
- Project manager
UX/UI team
- Analyst
- UX/UI expert
- Graphic designer
- Project manager
3
Development
Coding, front-end and back-end development, software integration with other corporate systems
- Project managers
- Developers
- DevOps engineer
- QA engineers
4
Acceptance testing
End-to-end acceptance testing through automation tools, expert supervision
- Analyst
- QA engineers
- Project manager
5
Deployment
Deploying the final project, post-release testing, and corporate training
- DevOps engineer
- Architect
- Tech lead
- Analysts
- Corporate trainers
6
Maintenance and support
Performance monitoring, software upgrades, repairs, and fixes. First-line support of customers and partners
- Help desk specialists
- Support engineers
- Software developers
- QA and DevOps engineers
Tech stack
We use best-in-class technologies and tools to build a B2C portal that will perfectly fit your business objectives and ensure its seamless integration with other systems and your corporate infrastructure.
4 layers of customer portal development
1
Customer experience
Visible layer
Implemented with the help of a CMS platform
WordPress, Drupal Orchard, Umbraco, Sitecore Headless CMS (Strapi, Directus, Contentful) + Jamstack (Next.JS, Gatsby)
WordPress, Drupal Orchard, Umbraco, Sitecore Headless CMS (Strapi, Directus, Contentful) + Jamstack (Next.JS, Gatsby)
2
Customer engagement
Selling layer
Contact form or online quote, implemented with custom development, ecommerce module, or CRM integration
WooCommerce Magento Shopify
Hybris CRM integration
3
Customer support
Self-service layer
Implemented with the help of platform module integration or third-party solutions
Zendesk Service Now
Live chat (Drift, Intercom, etc.) CRM integration
4
Customer satisfaction and behavior
Feedback and behavior analytics layer
Implemented with various analytics methods
Feedback forms
Google Analytics and Social Tracking
Related services
If you aim at more than building a customer portal and plan to expand your digital ecosystem, Itransition’s team is ready to offer its expertise.
Сloud consulting
We can help you with migration to the cloud platform of your choice and offer cloud development, integration, and redesign services.
QA testing
We deliver a full range of quality assurance services and devise a tailored testing strategy to ensure the efficiency of your software solutions.
Software maintenance and support
We provide IT support services for corporate systems and customer-facing applications. Our maintenance activities include a pre-support audit and 24/7 software upkeep.
Cyber security consulting
We create secure IT ecosystems where each building block is resistant to a cyber attack. Our cyber security services cover all types of organizational IT assets.
