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The advantages of a customer portal in the ICT sector

In an increasingly competitive ICT market, providing exceptional customer service is more essential than ever to success. One way to achieve this is through a customer portal, a digital hub where customers can access essential information and communicate with your company easily and efficiently.

But what exactly are the benefits of a customer portal? And where should you start? We will go into that in this blog!

Benefits of a customer portal

More than a simple interface, a customer portal is a tool to increase both customer satisfaction and your company’s internal efficiency. There are numerous benefits of a customer portal, but these are some of the most important:

1. Improved access to information

A customer portal allows customers to easily and quickly obtain important information about their products, services or subscriptions. They can place orders directly, view order history and even submit a service ticket and/or RMA request. This reduces reliance on telephone support or e-mails for basic information, increasing efficiency and reducing waiting times.

2. Better communication and transparency

Having a customer portal promotes transparent communication between the reseller and the customer. Customers can easily contact customer service through the portal, ask questions, report problems and receive updates on the progress of their requests. This reduces misunderstandings and ensures clear and smooth communication.

3. Increased customer engagement

Customer engagement also improves when you offer a customer portal, as customers have more control over their interactions with the reseller. They can manage their profile, adjust preferences, upgrade or change subscriptions and view previous orders. This level of control and convenience increases customer satisfaction and loyalty, resulting in higher customer satisfaction.

4. More efficient internal processes

A customer portal also offers benefits for internal processes within a reseller. It allows employees to centrally manage customer information, efficiently route requests and update data. This helps streamline workflow and reduce duplication of effort. As you can see, a customer portal is a powerful tool that allows you to provide a high-quality customer experience, while improving your organisation’s efficiency and productivity. However, a customer portal is not an overnight success.

What do you need to get started?

Implementing an efficient and effective customer portal requires a few essential elements:


User-friendliness is an essential factor for any customer portal. Customers should be able to access the information they need, place orders, and manage their profiles with ease. This should be possible without struggling with complex menus and options.

Quality data

Besides usability, data quality is crucial. Good data is the basis for a successful customer portal. They guarantee that customers have access to accurate and up-to-date information about their orders, products, services, and subscriptions.


Given the sensitivity of the information shared through customer portals, security is a factor that cannot be underestimated. This includes both securing customer data and ensuring secure transactions.

Need help?

At Onetrail, we understand the importance of accurate and up-to-date data for a successful customer portal. We help our partners optimise their electronic data exchange so that their customer portal is always equipped with the most accurate and up-to-date information.

Contact us today to find out how we can help your business create an exceptional customer experience.

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