Managed Maintenance Blog

    The Key to Being Awesome at Managing Your Service Renewals: The Importance of a Customer-Facing Portal

    June 08, 2017

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    How can providing a customer-facing portal make it easier for your customers to do business with you?

    Consumer expectations are not what they once were.  Whether buying a house, a car, or a service contract, your customers want the process to be intuitive, accessible, and hassle-free. As technology continues to advance and innovations are developed so do the expectations of your customers.  Some are calling it the “Amazon Effect.”  Consumers can now access virtually any product or service from their smartphone, and once ordered, there is an expectation of two-day delivery complete with step-by-step shipment notifications and alerts. This is the new normal.  The question now is how are you going to provide your customers with this same level of convenience when they do business with you?

    In order to stay ahead of the competition, companies need to give serious consideration to how they can better serve their customers in this new reality.  Give your customers what they expect – solutions that are tailored to meet their needs and expectations – and then decide to go even further.

    Let’s look at one way you can make your customers’ lives easier: the customer-facing asset and contract management portal.

    While plenty of service situations still rely on providing person-to-person interactions, as described, modern consumers are moving toward self-service. So, what do your customers want from an application to manage service and support contracts?

    • Access to their asset and contract data anywhere, anytime, 24/7
    • Reporting and analytics that provide insights to help them better manage their business
    • Ability to submit online service requests
    • Ability to customize access to data and reporting based on user roles
    • End-to-end management of asset and service lifecycles
    • Freedom from mundane tasks that distract them from more important work
    • Confidence that their investments are protected with appropriate service levels

    Customer-Facing Portals 101

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    A significant opportunity exists for the supply chain to build customer loyalty and trust by delivering services and value-added solutions that differentiate their business from the competition.  By providing your clients with tools to manage their business, you take on the position of trusted advisor.  Delivering all of this to your users might appear daunting at first, but the advantages don’t just extend to your customers.

    Below are three of the top reasons for offering your customer a portal to access and manage their service contract data: 

    • Reduced costs
    • Improved customer experience
    • Opportunities for more business (including up-sell / cross-sell) and increased revenues

    Furthermore, a customer-facing portal can help you brand your products and services, gain insight into your customers’ buying patterns, and increase overall customer success and loyalty.

    If you’re looking for ways to make sure you’re not limiting your customers’ time and freedom, request a ONEview demo and see if our contract renewal and quoting application is the right solution for you.

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    Think we left something out? Continue the conversation below in the comments section!