Customer portals: key features,
 benefits & 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 & B2B customers and service providers
We build B2C and B2B customer portal software 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 client portal 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 secure client portals that ensure an online presence, let users buy products and services, and manage transactions.
B2B portals
We build multifunctional client portal 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 secure client portals that ensure an online presence, let users buy products and services, and manage transactions.
B2B portals
We build multifunctional client portal 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 secure client portals that ensure an online presence, let users buy products and services, and manage transactions.
For patients & healthcare providers
We build patient-centric portals as part of our customer portal development services. Patient portals provide a secure environment for health records access, streamline appointment scheduling, help arrange consultations remotely, enable remote monitoring, and process payments.
Patient portals
User-friendly portals ensure accessible PHI, condition monitoring, health education, and preventive medicine awareness improving patient engagement.
Case study
24/7 access
to health records and doctors
Telemedicine-enabled patient portal
Itransition developed a Telemedicine-enabled EHR with a patient portal. It enabled patients to manage their health and communicate with doctors upon request.
For students, teachers & eLearning providers
We can develop teacher-student centric workspaces that will serve as a digital campus. We integrate them with required systems, such as email, payment gateways, LMS or SIS, to streamline onboarding, facilitate access to materials, and give users complete visibility of your institution's offering.
eLearning portals
eLearning portals offer students a 24/7 customized learning practice. They give a personalized and immersive learning experience and cut commuting time and education costs.
Case study
1000+
professions database
Teacher portal and a job search web for students
Itransition developed a teacher portal and a job search web app for students for a US university. Teachers got a convenient space to manage students' profiles and results. Students received career path recommendations according to their skills and qualifications.
For employees & HR managers
We develop employee self-service portals providing your staff and HR managers with a one-stop hub to access human resources services and streamline administrative processes, task management, and document collaboration across the team.
Employee portals
Employee portals streamline administrative issues, such as onboarding, document, payroll, and event management. They also help with workflow management and performance assessment and offer knowledge-sharing and communication tools.
Case study
Corporate portal for Paypal
Itransition developed an employee-centric new hire training portal for Paypal. It seamlessly integrates with a corporate network and provides a smooth learning experience for employees.
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 custom web portal around your business needs and existing customer journeys, providing customers with a self-service hub strongly associated with your brand. We can build APIs and 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 customizable client portal platforms we specialize 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 it 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 and share information on their own, which results in higher rates of case resolution and customer satisfaction.
Information access control
- Users can:
- Manage account settings and permissions
- Find relevant info in knowledge bases and FAQs
- Access information and share files
Order management system
- Users can:
- Manage orders and payments
- Submit claims and get approvals
- Initiate returns
Integrated customer support
We set up a ticketing system for streamlining customer support requests processing, which allows users to complete the following tasks on their own:
- Submit requests and track their status
- Interact with chatbots, with the possibility to escalate a request to a human team member
- Order or cancel services
We help set up communities within your customer portal where users can share their ideas, problems, and experiences with peers. It can include:
- Advanced search and filters
- Administrative tools to monitor and moderate user-generated content
- Content management features
- Alerts, notifications, and messaging tools
Customer portal benefits
Сustomer portal solutions act as all-in-one customizable client engagement systems, making customer relationships with your business more efficient. Both companies and their customers can reap multiple benefits from such dedicated client portals.
Improved customer satisfaction
Customers can find answers on their own at anytime, which facilitates the onboarding process and increases their satisfaction
Increased customer engagement & 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 customer service team 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
Internal teams get greater oversight and visibility into customer behavior and can adjust their sales or marketing strategies accordingly
Seamless self-service
Complete 24/7 access to relevant, up-to-date information
Customized content
Specific information tailored to customers’ needs
Accessibility
Easy access to FAQs and troubleshooting tips
Connected devices
Information is available on mobile and desktop
Better communication
Simplified authentication process
Increased responsiveness
No longer bound by working hours, customers can transact with you anytime
Security
Personal data is safe with end-to-end encryption, malware, and virus protection
Main integrations
We can connect your customer portal with corporate and external systems and set up mutual data exchange and file sharing to turn the solution into a comprehensive digital workspace.
CRM
Our team can connect a customer portal with your enterprise CRM to expand your customer communication channels and give you more opportunities to personalize client 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 custom web 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 delivers great user experiences, 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.
We build AI-powered solutions to help you automatically deliver curated customer experiences. Such AI engines can quickly analyze customer interaction history and personal preferences, automate dynamic pricing, and provide intelligent self-service 24/7.
We build customer portals that are easy to use and highly secure. We encrypt sensitive data, enable secure file storage, and implement multi-step authentication to define how customers 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 & 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
Our development team uses best-in-class technologies, tools, and ready-made templates 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
Customer 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 offer cloud migration services to the platform of your choice, cloud-based software development, and optimization of existing cloud infrastructures.
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 & 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 provide expert guidance on preventing and addressing corporate cybersecurity risks and help you turn your business IT ecosystems into fully secure environments.
FAQs
How can a customer portal increase engagement?
It provides your customers with a knowledge base, community forum, and collaboration tools available from a single point of access. Customers can subscribe to relevant content, manage their preferences, and interact with other customers.
What should a customer portal include?
Key features often required for a customer portal include:
- One-click sign-in
- Intuitive navigation
- Mobile-responsive layout
- Interactive dashboard
- Knowledge base articles
- Support tickets submission
- Customer forum
- Search function
- Product catalog
- Real-time notifications
What is a knowledge base?
A knowledge base is an integral part of a customer portal. It is a self-serve online library about your product or service. It can include guides, manuals, FAQs, troubleshooting tips, and other information you consider relevant for your audience.
Case study
Legal portal development for 150K lawyers and accountants
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Insights
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Case study
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Case study
Tenancy management software
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Case study
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Case study
Banking portal development for a large EU bank
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Service
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Service
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Learn about the key functionality and benefits of community portals and how we can help you build an engaging platform for your community.