Why Do We Engage Professionally Through a Private Customer Portal

Name: HIGH-LIFT DOOR INC
Price range: $

A place for our customers to share files, and access the knowledge base for quick answers to questions.

See our relationship history at a glance

The customer portal shows logged in customers elements of their relationship history with HIGH-LIFT DOOR INC. We let customers see things like the status of recent service requests they’ve submitted; quotes, invoices, assets and a number of other records that we have related to them in our system.

Exchange documents and files

Customers can share documents and files directly through the customer portal, eliminating the need for email threads and manual attachments to their contact records

Knowledge Base: quick access to common questions

The customer portal has direct access to your company knowledge base, ensuring that simple questions don’t call for a unneeded service calls

Create, submit, and update Service Requests

If the knowledge base isn’t enough to resolve a customer issue, customers can submit cases and attach files directly through the customer portal. Afterward, they can return to view statuses and update information as needed.

Asset Management

View all your assets quickly, including, inspection dates, repairs required or any related information such as size, manufacture or general condition

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So now you know what a Client Portal is and why it’s so beneficial Let’s find out how we are doing it.

Throughout this process we have had to make many challenging assumptions about our clients and our own company. We have been focusing our attention to the highest ROI opportunities that a Client Portal can address.

We have been finding, we have been learning quite a lot about our client’s actual needs, rather than our perceived needs of our customers.

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Testing and retesting our customer portal with current clients.

Beta Testing

To accomplish this, we have built a basic prototype for the portal in a easy customer layout, Once our prototype was built, We started to share it with our own users and started get feedback from them.

This is has been a great exercise that has helped HIGH-LIFT DOOR to validate our ideas and most importantly, We now have real clients being part of our process, which only increases the likelihood of them staying with us for the long term!

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Looked internally for things that could be automated.

Our goal was to find the needs that would give our customers the highest possible ROI and contribute to our own administrative needs.

The automation of internal communication, simplified data entry, and a centralized hub to store important files was a major improvement
HIGH-LIFT DOOR was sending customers reports every week that now are automated and archived automatically
Our company was originally completing administrative tasks on paper that now are converted into digital – and many tasks were automated saving untold amounts of time and trees!
Having a database created of all projects, employees, and contacts helps our team bring better value and live data tracking and analytics bring us closer to our customer

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Client’s perspective.

This is about understanding what your biggest needs are. To do this we need to answer the following questions:

What do we want our client’s experience to look like? We have looked at what our current relationships looks like – and asked are they constantly asking the same questions of us?
Are they wanting more access to information regularly? And to what type of information?
We have started by giving our most trusted client’s a call and had honest discussions about how you could make their lives easier. We didnt want to build a Client Portal based on our assumptions and our clients can offer ideas that we have never thought of.

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