The Power of Your Client Portal

Customer Portal

At BA Insight, we have the pleasure of working with customers from lots of different industries and backgrounds. Every so often, we see certain concepts converge and seemingly bubble up at the same time, across industries.

A recent example of this is what we call the “Client Portal”. Depending on which industry you are in, the name can be slightly different.  Professional services firms may call them “Project Sites”, technology firms may call them “Support Portals”, and law firms may call them “Client Portals”. Whatever you call them, these portals are designed to streamline interactions between the organization and their customers.

All too often we talk with customers whose first approach at a client portal was based on the idea that it should be just like the intranet, but with a different audience. They spend time working up a design, creating some boilerplate content, and ensuring users can get to the site. In the end, the site is slick and easy to access, but gets next to no usage from the customers. Why? Because the number one focus of a client portal should be to bring value to the client! If it brings value, then the users will love it.

Seems obvious right?  It is, and most people get it. However, the core issue is the time and effort required to develop a site that brings that value. Luckily, we’ve helped numerous customers shrink the time it takes to deliver these sites, all while returning tremendous value within the portal.  I’ve captured a few of the key value drivers for the different client portals we’ve helped customers build, as a sort of “recipe” starter.

A Law Firm “Client Portal”

  • Client Awareness: Integrate your CRM/Matter Management data sources to the portal to bring awareness of who the client is, what matters are in progress, who their team is, etc.
  • Billing Insights: Quick dashboards/visualizations will help clients understand their up to the minute financial outlay and help avoid “surprise bills”.
  • Document Interchange: Remove the back and forth emails, integrate document review and comment directly into the portal. This will save time on both sides.

A Software Company “Support Portal”

  • Client Awareness: Integrate your CRM/Customer data sources to the portal to bring awareness of who the client is, what software they own, what support level they have access to, etc.
  • Personalized Knowledge: Based on what software they own, what version they are on, etc., drive knowledge/documentation/experts directly to the client, through integration with systems that already contain this information.

A Professional Services Firm “Project Portal”

  • Client Awareness: Integrate your CRM/Project Management data sources to bring awareness of who the client is, what projects are in progress, who their team is, etc.
  • Billing Insights: Quick dashboards/visualizations will help clients understand their up to the minute financial outlay and help avoid “surprise bills”
  • Document Interchange: Remove the back and forth emails, integrate document review and comment directly into the portal. This will save time on both sides.
  • Project Artifacts: Provide a central place for storage of all project-related artifacts, easily searchable by both sides.

These may apply to your organization, or they may not. If they don’t, send me an email at scoleman@BAinsight.com and I’d be happy to brainstorm the value that could be derived from your own “client portal”!

In the end, integrating the right data and presenting it in the right fashion in the key. BA Insight has helped a number of customers do this with great success, and we look forward to helping more customers in this area.

Leave a Reply

Your email address will not be published. Required fields are marked *

For security, use of Google's reCAPTCHA service is required which is subject to the Google Privacy Policy and Terms of Use.

If you agree to these terms, please click here.