Implementation of the month: Customer Portal – A new self-management experience

In the constant pursuit of improving the customer experience and optimizing service management, the Customer Portal was implemented exclusively for InterConnecta clients and partners. This portal provides immediate access to invoices, support tickets, project management, and key resources, all in one place.

 

Challenge

 

Antes de implementar un Customer Portal, muchas empresas enfrentan los siguientes problemas:

 

• Difficulty in centralizing billing information, tickets, and projects in one place.
• Lack of quick access to documentation and technical guides for autonomous issue resolution.
• Unstructured support request processes, leading to delays in incident resolution.
• Need for a system that allows better tracking of team interactions with contracted services.

 

 

Solution

 

To overcome these challenges, a Customer Portal was developed with the following features:

 

• Intuitive Dashboard: Provides a quick overview of open invoices, pending tickets, active projects, and the most active team members.
• Quick Navigation Menu: Direct access to Home, Support, Analytics, Billing, and Projects.
• Ticket Manager: Allows users to create support requests in two categories—Incident Request and Project Request—with detailed forms for better management.
• Integrated Knowledge Base: Provides documentation, tutorials, and explanatory videos on available tools and solutions.
• Intelligent Virtual Assistant (Tami): Available 24/7 to answer questions and facilitate portal navigation.
• Apps Hub: A space where users can discover additional tools to optimize their business management.

 

 

Benefits

Implementing a Customer Portal for your clients will bring significant improvements in service and support management:

 

• Greater user autonomy: Clients can access key information and resolve inquiries without direct support contact.
• Reduced response times: Thanks to ticket categorization and Tami’s availability, resolution times have been optimized.
• Centralized information: Everything needed for service management, from invoices to ongoing projects, is in one place.
• Better tracking and control: Users can clearly view the status of their tickets, service usage, and available resources.
• Access to tools and training: Through the Knowledge Base and Apps Hub, clients can enhance their Zoho experience at no additional cost.

 

 

The Customer Portal has become a key tool for self-management and optimization of Zoho usage. With this implementation, users gain more efficient access to services, support, and resources, giving them full control of their experience in a simple and effective way.

 

If your company uses Zoho and you want to offer a Customer Portal for your clients to have centralized access to billing, support, and projects, we can help you implement it! Contact us to learn how to integrate this solution into your business and enhance your customers’ experience.