Unlock the benefits of a customer portal

Brand impression

Express yourself.

Your portal should speak to your customers, and even better, speak to each unique individual. A great portal experience is useful, personalized, and enables customers to do what they want to do when they want to do it.

Do you provide personalized experiences for each individual?

Community

Come together.

Passionate, engaged customers can be your greatest asset. The best portals leverage your most engaged customers by nurturing online communities, fostering discussion, and even crowdsourcing opportunities.

Do you nurture an online community on your portal?

Cost savings

Hung up.

Far too often your customers still need to pick up the phone to interact with your organization. When your internal systems are integrated with your portal, your customers can do what they want when they want without having to pick up the phone. The result: better service, happier customers, and reduced customer care-related cost.

Do your customers still have to call you?

Action and revenue

Eye of the tiger.

Depending on your goals, you might be trying to get people to sign-up, buy, or take action. Well designed customer portals inspire action and are an ally in meeting your organization’s goals.

Does your portal positively impact your goals?

Building a great customer portal

A strategic focus

Start with “why?”

Many organizations realize they need to improve their customer portal, but don’t know where to start: What are the key issues and opportunities? What will resonate? How much should you invest? What should you build, and when?

We can help create a strategy, roadmap, and even a business case for your initiative.

User-centred design

A dedication to user experience

Our portal information architecture and user interface design is fuelled by user research techniques such as ethnographic research, listening labs, usability testing, and focus groups. Our design philosophy is one of appropriateness: we design for delight when we need to capture attention, and take a frictionless approach when the design should get out of the way and simply guide the visitor in completing their goal.

Content strategy

A passion for content

How you say something is just as important as what you say. Behind every great customer portal is a great content strategy. Our teams work hand-in-hand with your brand and communications experts to ensure that content is crafted to support not only your key messages but also your varied audiences.

Search

Your portal, their “terms”

We spend a lot of time and effort crafting the perfect navigation. The problem? A significant number of your site visitors will never use it, as they prefer to search. Selecting a strong search technology is only the beginning — a great search experience is created through constant tuning and strong governance.

Mobile-ready

Available anywhere on any device

A significant amount of traffic to your portal is likely coming from mobile devices, and a substantial amount of social and email marketing you send is received and shared on mobile devices. We work closely with our clients to ensure that their customer portals support mobile in the most effective, sustainable way.

Mobile

Integration

Accessible and actually useful

In order for your customer portal to provide real value to your customers, you will likely have to integrate it with your ERP, CRM, and other line-of-business solutions. Security, performance, and integration capabilities are all important considerations when integrating systems with your customer portal.

Development

Exceptional experiences are developed

We realized early on that we had to become exceptional technologists to create the types of user experiences our clients (and your customers) expect. Our development process is iterative, which enables you to view development progress (and provide feedback) throughout the project. All solutions use a build-promotion process, which provides early feedback of issues, and ensures you have confidence in the overall solution.

Quality assurance

More than just testing

We believe quality assurance is more than testing. In order to deliver a quality product, a dedication to quality must permeate the entire design and development process, from usability testing during the design stage, to performance testing in a dedicated lab during development to ensure your portal performs as it should.

Insight-driven evolution

It’s time to stop redeveloping your portal every three to five years! Industry-leading companies turn their customer portal into a strategic asset through a program of continuous evolution instead of big-bang releases.

Governance

Taking a long-term view of your customer portal is essential. We work closely with our clients to determine the right leadership and funding model, the processes needed to evolve your portal post-launch, and the best internal and external teams required to ensure your portal remains a strategic asset to your organization.

Portal management and sustainment

Our dedicated team can provide everything from continuous analytics and measurement to help desk support that is available 24x7.

Learn more

Getting Started

We can help you discover the untapped power of your customer portal. We assist organizations from start to finish, everything from an assessment to an entire portal implementation.

Contact us to get started!