Conquer the Next Big Wave of Customer Experience with SaaS Portal

1. Conquer the Next Big  Wave of Customer  Experience with ​SaaS  Portal  According to a Walker study, customer experience will         overtake product and price as the main brand differentiator         by 2020. And the best way to go about providing a holistic             customer experience is to pay attention to the overall         customer journey. Maintaining consistency throughout their     interaction with you and your different departments is         paramount.                                                            sales@crmjetty.com​

2.   Sounds easy, right?  But, in practice, it can be one of the most overwhelming             tasks you’ll undertake.            The main hurdle is the misalignment of the goals of different           departments. Because of which, the right information is not       passed down to the right departments at the right time. For           example, your support team might not understand the       questions of your customers if they were not informed of           the latest developments of the customer account. This not         only frustrates your support department but usually results         in your customers leaving your company.                                                                            And I am sure, no company wants or likes that.  To bring all your departments on the same page regarding         your customers’ journey, a SaaS Client portal can be the         perfect solution.                          Thinking how?  Well, first we will have to understand the concept of SaaS             portals.            What is ​SaaS Portal​?  SaaS is an abbreviation of Software as a service. Using this,           your users can connect to or use cloud-based apps and           software over the internet usually using internet browsers.                                       sales@crmjetty.com​

3.   Now, what a SaaS client portal essentially does is it puts           your data and customers in a unified space that is made             accessible to your customers as well. Not only that but it         also streamlines the processing of the information in an       organization. It becomes an effortless unified point of       interaction for your customers whereas it brings all your       departments on the same page.                                                                        Apart from helping you provide an integrated customer         journey, let’s see why it is imperative for all the businesses,             from small to enterprise level to adopt this solution.                    Why SaaS Client Portal?  ● Mobility: ​Did you know that the concept of SaaS dates back to the 1960s which was back then referred to as           ‘time sharing system’. Even though personal computers       became cheaper to own, the concept of SaaS seeped its         way back into our lives because of the mobility it           provides. Having a SaaS client portal eliminates the         hassles of installing and maintaining applications for         your customers as well as your employees. Everyone         can just log in to their accounts and go about their             queries or work without having to stick to a stationary         desk. They can even reach out to you while traveling.                                                                                                                               sales@crmjetty.com​

4.     This adds brownie points to your reputation with your       customers.              ● Pay as you go: ​Now this point doesn’t directly impact your relationship with your customers but it definitely       brings down your customer retention costs. Since you       will be paying as you add more and more customers           and bringing all your departments on the same page,         you’ll see a positive change in your customer retention         rate. Most importantly, since the right message reaches       the right department with this enterprise portal,       there’ll be lesser support tickets enabling a smoother         interaction with your enterprise.                                                                                                    ● Constant upgrades: ​There are constant updates for every software or app that you might be using. The         advantage here is that your customers and employees         won’t have to go through the tedious process of first           downloading the updated software, then installing the       same in their PCs/laptops. With a SaaS customer                                                                     sales@crmjetty.com​

5.   portal, they’ll be using the upgraded version all the time           without any of the above mentioned hassles.                        ● Data management: ​This portal works as a data manager for both parties. You and your customers. Using this         your customers can manage their personal data,       orders, invoices, and if you have vendors, they can         manage quotes, proposals, etc. Not only this but since     this solution is customizable you can also integrate it       with your CMS and manage your content from it.                                                                            ● Fully customizable & scalable: ​Every company plans on growing and expanding their customer base. So, if you       invest in a static solution at the beginning that works           for you when you have a limited number of customers,                                                           sales@crmjetty.com​

6.   then you are going to face problems sooner than you             expect. Apart from the future solution costing you         more money plus data migration, there can be a lot of         frustration from your existing customers for this       switch. Because they will have to learn and understand         new navigation and logic. Basically, what we are trying         to suggest is that it will be a better idea to go for a             solution that is scalable       accommodate your growing business’ needs.                                                                     customizable           to and         ● Customer self-serve: ​A ​SaaS enterprise portal bridges the gap between your customers and your support         staff. It gives your customers the liberty to play around         the customer portal and look for answers to their         questions as well as get a better hang of your products             or services. With the knowledge base, they can simply         type in their queries and get their answers. They can           also update their details without having to get on calls         or wait for your emails.  ● No hassles of hosting & maintenance: ​Since the software is hosted on your solution provider’s servers,         you wouldn’t have to worry about any of the hosting         and maintenance problems. However, make sure you     are choosing a reliable solution provider as you might                                                                                                                                                       sales@crmjetty.com​

7.   require sideways. Also, 24*7 services if you are offering the       same to your customers. Otherwise, it will be hard for         you to maintain a quality level in handling your         customers and their queries.  ● Communication consistency:   departments will have their separate logins and all the       required information will be shared with them, it will be       easier for them to communicate well with your         customers. They will know exactly where the customer       is in their journey, what price has been quoted, and           what their previous queries were. All the departments       across the company will have a 360-degree view of the         accounts which in turn helps your company grow         rapidly.    prompt   services   in       case     anything       goes                             ​Since     all   your                                                                                     Before investing, do your due diligence and check if they         have all the below-mentioned features to help you achieve       your targets.                          Must-have Features in SaaS Enterprise Portal ● Secure customer log-in: ​Secure and single customer log-in to ensure your customers that their data is in         safe hands and isn’t being misused for targeted         marketing. This will not only build your brand’s                                                   sales@crmjetty.com​

8.     credibility but will also get you a positive word of       mouth.                ● Control over access: It goes without saying that you         can’t share all your CRM data with your customers.           Hence a solution like the SaaS enterprise customer         portal should give you control over access of the data.         It can have role-based accessibility feature as well         where you can add contacts in a certain group and         provide access accordingly.                                                                    ● Enterprise search: When we say enterprise search, it       means the functionality       customers could simply type in their query terms in the       search bar and the portal fetches results from all over           the database to help your customer navigate seamlessly           through the portal.             of       global   search       where                           sales@crmjetty.com​

9.     ● Customizable page layouts​: Every page or every     module is different and serves different purposes.         Some are to communicate with customers while some       are to maintain CRM records and data. So, it is not         possible that the default layout goes with every one of         them. For proper functioning of any module, you’ll need       to keep the right buttons, text, and actions at the right           place and hence in such cases, you will need the         feature of customizable page layouts in your SaaS       customer portal.                                                                                                      ● Clean and intuitive dashboard: More than the right       layout of the page, your portal needs a clean and         intuitive design language throughout. Especially when       it comes to the dashboard as it is the first thing your                                                     sales@crmjetty.com​

10.   customers will see when they log in. So, make sure your         SaaS portal has a clean, informative and intuitive           dashboard for easy operations.                        ● Integrated calendar: There is always some kind of     interaction happening     customers. Be it a quick call, weekly newsletter,         unresolved support ticket,     meeting. To give your teams as well as your customers         an overview of these interactions, an integrated         calendar is a must. This will allow your teams to         manage their schedules effectively.                          between   an       you   and   your       appointment           or   a                 ● Knowledge base: Having an integrated knowledge base       is a must as this is the basic functionality that all the               companies provide at this point. It encourages your       customers to self-serve and reduces the friction       between them and your support team. As a result, your         support team can take proactive measures and dig         around to enhance your customers’ overall journey         with you and lifetime value.                                                                sales@crmjetty.com​

11.   Wrapping up  In the era where every small, medium, and enterprise           company is becoming customer-centric, no company can       miss out on the opportunities that come with staying in         touch with their customers.                              A SaaS customer is definitely an upgrade from emails, calls,           or online chat which your customers are eagerly waiting for.            So, let’s catch your business up to speed with a cloud-based           customer portal!                  Source:  https://www.crmjetty.com/blog/happy-support-staff-happ y-customers-sugarcrm-customer-portal/  sales@crmjetty.com​