Customer portals: key features,  benefits & implementation roadmap

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Customer portals

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

Let’s start

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

Communities

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.

AI-powered personalization

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.

Security assurance

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

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)

Customer engagement

Selling layer

Contact form or online quote, implemented with custom development, ecommerce module, or CRM integration

WooCommerce Magento Shopify

Hybris CRM integration

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

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.