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Language: English
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For customers and partners

Customer and partner portal

The customer portal is a universal product that we build to fit each company. It's used by customers – individuals and businesses – and by partners, agencies, franchisees, branches, departments, and business units, all on one platform with the head office. You get a network where customers don't get lost on the way from headquarters to a partner, and you see the outcome for each one right away. Customers can live in one shared database or in a separate database for each partner – franchisees usually choose the second option. A manager receives the inquiry with the message history and recordings of past calls, calls the customer, and logs the outcome, and never sees other partners' customers.

Get a quotePricing
0apps to installA browser is enough
1login per employeeOnly their own data
Instantresults for the head officeNo emails or spreadsheets
AIanswers firstTough questions go to a live agent

Challenges

What gets in the way without a portal

Lost inquiriesCustomers are forwarded by email or message: some get lost, others arrive a day late.
Starting overThe manager doesn't know what the customer already discussed with your company and asks the same questions.
Spreadsheets for the head officeCustomer results are compiled by hand and sent up the chain.
Status callsCustomers call to check a status or request an invoice and tie up the line.
An answer half a day laterThere's no one to ask about terms, and the customer leaves while the manager looks for information.
One spreadsheet for everyoneThe inquiry list is open to all partners, and everyone can see other partners' buyers.

Solution

What changes for your business and partners

Users

One login for customers, partners, and your own business units

An individual customer checks an order and pays an invoice, a business customer downloads acceptance certificates and tracks its requests, and a partner receives inquiries and logs outcomes. Each user sees only their own sections and data.

  • Individual customers
  • Businesses
  • Partners

Inquiries

New customers show up in the portal automatically

The head office decides which partner gets the customer – based on city, specialty, and rating – and the inquiry goes straight to that partner – no more forwarding customers by email. Each manager sees only the customers assigned to them.

  • Territory
  • Specialty
  • Rating

History

The conversation continues instead of starting over

All of a customer's communication with your company – calls, messages, and decisions made – is collected in a timeline, and order data comes from your CRM or accounting system. The manager picks up the conversation where the head office left it.

  • Calls
  • Messages
  • Order

Results

The head office sees everything without reports

The manager logs the outcome, and the head office gets it right away. These updates feed the agency's rating, and the rating determines how many new inquiries it gets: agencies that perform well get more customers.

  • Status update
  • Rating
  • Customer flow

Built for you

The portal follows your processes instead of imposing its own

Sections, request fields, and permissions are set up around how your company works, data comes from your CRM and accounting systems, and the branding and web address are yours. We build anything that's missing as custom development.

  • Sections
  • Forms
  • Your branding

Database

A shared customer database or a separate one

Network members work with the head office's shared customer database or keep their own, closed off from everyone else – the usual setup for franchisees. A franchisee manages its own customers privately, headquarters sees results for the customers it referred, every manager has a personal login, and all actions are logged.

  • Shared
  • Separate
  • Personal login

Examples

One portal for every member of your network

How the portal works for an agency, a branch, a department, and a business unit.

Franchise

The franchisee works under the network's brand but has its own customers. Its managers keep their own database, which neither other agencies nor neighboring franchisees can see, and the head office passes it inquiries from its city. The head office sees status updates on referred customers, and they feed the franchisee's rating.

  • Own database
  • Inquiries from the network
  • Rating
Example 1 of 4

The head office decides how the database is organized and which sections each participant gets.

Capabilities

More about the portal

Inquiries, customers, contact with headquarters, and access.

Who uses it

  • Individual customersTheir orders, statuses, documents, and payments – no need to call your company.
  • Business customersThe organization's certificates, invoices, and requests in one place.
  • Partners and dealersReferred inquiries, outcome updates, commissions, and rating.
  • Your own business unitsRegional offices, departments, and business lines connected to the head office platform.

Network structure

  • Shared databaseBranches and departments see the company's single customer database.
  • Separate databaseFranchisees and agencies keep their own customers, closed off from other members.
  • Franchisees in the systemA partner operating under your brand works in the head office's system.
  • Business unitsBusiness lines that sell different things work on a shared platform, each with its own data.
  • Whose customer is itIn the shared database you can see which agency or branch a customer is assigned to – no more disputes over customers.
  • Network-wide summaryResults from all members are collected at headquarters automatically.

Inquiries

  • Routing by territoryA customer from a city goes to the partner who works there.
  • Routing by agency specialtyThe inquiry goes to the partner who handles that specific line of business.
  • Rating-based routingAgencies with good results get new customers ahead of the rest.
  • Forms per branchA branch or business line gets its own set of fields.
  • First-contact deadlineIf no one contacts the customer in time, headquarters gets an alert or passes the inquiry to another partner.
  • New customer alertAs soon as a customer is assigned, the manager gets a notification – in the portal, by email, or in a messaging app.
  • ClaimsComplaints and returns are filed with a form linked to the customer's order.
  • Catalog with pricescustomized for youCurrent prices and availability, with requests placed right from the catalog.
  • AttachmentsCustomers attach documents and photos, and the manager sees them.
  • Status without a callBuyers check where their inquiry stands on their own and contact the manager less often.
  • Custom sectionsAnything an agency is missing is added to the portal through custom development.

Customers

  • Communication timelineEvery call, message, and decision about a customer in chronological order.
  • Data from your systemsOrder data comes from your CRM or accounting system.
  • Customer documentsDeal documents are always at hand.
  • Online paymentCustomers pay their invoices themselves without contacting your accounting team.
  • Customer notificationsBuyers get notified of status changes by email or in a messaging app.

Contact with your company

  • Chat supportThe AI agent answers first, then a company agent steps in if needed.
  • Calls from the portalA head office employee knows which partner is calling before picking up.
  • Lookup libraryPrepared answers about products, prices, and procedures.
  • One status updateThe head office doesn't need to email or call to find out the outcome.
  • CommissionsThe agency sees how much it earned on referred customers.
  • Agency metricsHow many customers it received, how many it closed, and where it ranks.
  • Sales materialsPresentations, price lists, and approved email templates from headquarters – every agency and branch uses the same wording with buyers.
  • Partner trainingCourses and tests for new hires at agencies and branches.
  • Network newsPromotions, policy changes, and headquarters announcements for all members.
  • Your own ratingSee how the quality of your work affects the number of new customers.

Access

  • Customer sign-upBuyers sign up on your website themselves or get access from your managers.
  • Personal loginEvery agency employee has a separate account.
  • Permissions set by the directorThe agency director adds managers and decides what they can access.
  • Audit logEverything done in the portal is recorded.
  • On a smartphoneThe interface adapts to phones – no app required.
  • StorageStorage in the cloud or on the head office's own hardware.

Modules

What connects to the portal

Customer portalA space for a customer, agency, branch, or business line: its own data, its own forms. Works on laptops and smartphones.→Customer success platformThe portal is its partner-facing side. Your company's employees see the same inquiry and the same status update.→Form builderInquiry and outcome forms are built without a developer, with different forms for different branches.→Knowledge baseArticles for buyers, agencies, and company agents: products, prices, and policies.→AI consultantAnswers portal chat messages first and brings in an agent if the question turns out to be complex.→SecuritySeparate logins, role-based permissions, and an audit log. Partners can't look at anyone else's data.→
Buyers who already reached outThe head office assigns inquiries to agencies based on territory, specialty, and rating. The customer goes straight to the partner who will handle them, and the manager calls people who showed interest on their own.
Customer history on screenRecordings of past calls and the message history come with every inquiry. No need to ask the customer everything again – whatever they told your company is already on record.
A status update instead of a reportThe outcome is saved with one click, and the head office sees it instantly. No more spreadsheets and "how's that customer doing?" check-ins.
In sync with headquartersPartner agencies, regional offices, and business lines work on the head office's platform. Each participant sees their own data, and headquarters sees where customers are moving forward and where they're stuck.

Launch

How the portal is launched

  1. 01Roles and databaseThe head office decides whether the customer database will be shared or separate and what managers and directors will see.
  2. 02DistributionWe set up the criteria for passing inquiries to partners: territory, specialty, and rating.
  3. 03FormsWe prepare request and outcome fields – separately for each branch.
  4. 04AccountsWe open self-service sign-up for buyers or issue logins, and agency directors add their own employees.
  5. 05OperationThe agency takes customers and logs outcomes, and new sections are added through custom development billed in your support plan hours.

Preparation

What to clarify up front

How should customers be divided among partners?By city, line of business, agency rating – or several criteria at once.
What counts as an outcome?Outcome fields are set up in the form builder.
Who grants access?Buyers sign up themselves or get a login from your company; partner employees are added by their manager.
One database or separate ones?Usually shared for branches and separate for each franchisee.
Which documents should be visible?Contract, acceptance certificate, invoice – what the agency sees and what the customer sees.
How does an agency get in touch?By writing in the portal chat or calling right from the portal.

Q&A

Frequently asked questions

How much does the portal cost?

There are no license fees for the portal. You pay for our team's work: setting up sections, connecting your CRM and accounting systems, and applying your branding, billed in your support plan hours. Contact us for pricing.

Can customers use the portal themselves?

Both individual and business customers can. They see their own purchases and inquiries, download documents, and pay invoices, while partners and business units use the same portal with different permissions.

Will the portal adapt to our company?

Sections, forms, roles, branding, and connected systems are chosen to fit your company, and missing features are added through custom development.

What does the head office get?

All network inquiries in a single system: you see which partner got the customer, what they did, and how it ended, and agencies and branches follow the same rules.

Can an agency have its own customer database?

An agency can get a closed database, or you can connect it to the company's shared customer database – franchisees usually choose the first option.

Does the portal work for branches and departments?

Regional offices, separate departments, and business units connect to the head office platform with their own forms.

Do we need to install anything?

No. A browser on a laptop or smartphone is enough.

Can agencies see each other's inquiries?

No: an agency or branch sees only the customers assigned to it.

Where does an agency get customers?

The head office distributes them based on the agency's territory, specialty, and rating.

How does a partner report the outcome?

They log it in one step, and headquarters gets it right away.

How can a manager quickly find an answer for a customer?

Look up an article on the topic or ask in chat: the AI agent helps and passes tough questions to a live agent.

Who adds partner employees?

The agency director or a head office employee.

Does the number of new customers depend on how well an agency performs?

It does: status updates feed the rating, and new customers are distributed with the rating in mind.

Glossary

Terms on this page

CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Customer portal
A secure area of the website where customers track their requests. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Customer success platform (CSP)
A system for managing customers after the sale. Learn more →
Knowledge base
All answers, policies, and prices in one place – for agents and AI. Learn more →

More

More for partners

Customer portal How the portal works for customers, partners, and branches: requests, documents, payments, and notifications. A detailed look at features and setup. Learn more Customer success platform The portal is its external-facing side, and your employees work in the same system. One customer history for everyone. Learn more Form builder Request and outcome forms are built without a developer, with fields specific to each branch. When the process changes, the form changes too. Learn more Knowledge base Articles about products, prices, and policies for customers, partners, and agents. Fewer repetitive questions in chat and on the phone. Learn more

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