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Customer Portal Software for Field Service Businesses

Customer Portal Software

To offer smooth customer journeys, give customers the interactive tools they increasingly expect, and to ultimately improve customer experience, many field service businesses are investing in customer portal software.

Learn more about customer portals and their role in your customer journey!

What is Customer Portal Software?

Customer portal software enables businesses to give customers anytime access to relevant information or services. For field service businesses, this may include the ability to book jobs, pay invoices, or provide feedback – 24 hours a day, 365 days a year.

As customer portals are all online, they are accessible from any web-enabled device like a smartphone, tablet, or laptop. By connecting customers to your business via online portals (also called web portals), both sides can benefit from up-to-date information shared in real time.

Commusoft customer portal

What Are the Benefits of Customer Portals?

Customer portals offer businesses and their customers a variety of benefits. For customers, online portals are highly convenient and make services both easy to access and available when is best for the customer. Ultimately, this gives customers more independence and control over how and when they interact with your business (picking up the phone isn’t the only option!).

For field service businesses, customer portal software essentially extends your working hours (without any additional employees or late nights) by providing access to key services at all times of the day. Other benefits for businesses include better cash flow, reduced admin tasks and time spent on the phone, plus improved customer satisfaction.

benefits of using online portals

Watch: How Customer Portals Work

Let’s take a look at how online customer portals can fit into your daily workflows and the benefits they offer you and your customers, including:

  • Increased customer convenience and ease of access
  • Reduced admin work and time spent on the phone
  • New ways to drive revenue and customer loyalty

The Journey with Customer Portals

Online portals facilitate customer interactions at various stages of the customer experience. The six portals below each address one of those key moments and show how field service businesses can provide new ways to delight customers.

Online Booking Portal

Book appointments 24/7

The natural starting point for any customer is booking an appointment. By adding a booking portal to your website, you can generate new business 24 hours a day – not just when your phone lines are open.

Read more about online booking

Booking form portal

Quoting Portal

Easy online estimates and deposits

Waiting for customers to accept estimates can keep your jobs in limbo. With a dedicated quoting portal, customers can quickly accept your quoted price and pay any deposit right away, so you can get to work.

Read more about the estimates portal

Estimate portal

Technician Profile Portal

Provide live ETA and tracking

For customers, waiting for a technician to arrive is the most stressful part of the experience. With a convenient technician tracking portal, you can reassure customers exactly who is arriving and when.

Read more about the technician tracking portal

Tracking portal

Online Payment Portal

Credit and debit payments from anywhere

When customers are slow to pay invoices, it can harm your cash flow. With an invoice payment portal, customers make that payment via credit and debit cards at any time, from anywhere – helping you get paid quicker.

Read more about the invoicing portal

Payment portal

After-Sales Care Portal

Automated feedback when a job is complete

Customer care doesn’t finish when you leave the customer’s property. Giving customers a chance to share their experiences via a feedback portal makes them feel valued and gives you extra insight into your performance.

Read more about the after-sales care portal

After-sales care portal

Customer Login Portal

All properties and job records in one place

For customers with multiple properties, a broader customer portal may be required. Once logged in, customers can access properties, jobs, invoices, certificates and more – all from one convenient place.

Read more about the customer login portal

Customer portal software

Multiple Portals or a Single Portal?

Customer portal software comes in various shapes and sizes. One fundamental difference in the options available is whether it operates using multiple online portals or a single portal. The single approach typically involves a username and password to login to the customer portal, where different services can be accessed. Whereas the multiple portal approach utilizes temporary portals for individual tasks, without any login required.

A mix of both may be the best approach! A more comprehensive login portal will be beneficial for customers with broader needs (like multiple properties), whereas single-use portals are convenient for the average consumer as they are hassle free.

Commusoft customer portal software

Watch a Demo

Or book a call with our team today