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How introducing a slick, bespoke self-service portal can significantly improve your employee and customer experiences

With the Christmas period just around the corner again, you and your colleagues are likely to be ramping up the workload in order to meet deadlines, finish projects and get the admin you’ve been avoiding for months done before the holidays begin. It’s crucial that your business has easy access to the necessary resources and support to help staff during this hectic period - there will naturally be an increased focus on employee wellbeing and informing staff on office closures as well as other important internal updates. 

 

What is a self-service portal and how is it beneficial to your employees, customers and business? 

A self-service portal is a way of enabling users – be it employees, customers, or suppliers – to request goods and services and find answers to questions, concerns and issues, without having to look elsewhere for help or speak directly with a human service agent. 

One organisation may have a completely different view to another on what constitutes appropriate self-service, and what requires a service agent. Therefore, it’s worth keeping in mind that self-service portals should be viewed as a complement to and not a replacement for live representatives - ultimately, they are fantastic tools for accelerating responses to your customers’ service requests and freeing up your agents’ time in doing so.  

 

Self-service portals are beneficial in several ways:

  • Your users enjoy a more productive experience. The portal acts as a ‘one-stop-shop’ for everyone to access information and services from a single common space, ultimately preventing and deflecting issues.  

  • Allow your business to create engaging experiences, with heightened user efficiency and satisfaction based on instant access to resources.  

  • End-to-end ServiceNow self-service portals are quick and efficient to build thanks to a simple, modular UI, increasing your business’s time to value.  

  • You will be able to simplify and speed up the creation process, as Pro and low-code website builders leverage no-code, drag-and-drop development tools. 

 

ServiceNow’s Self-Service Portal

With ServiceNow, you can deliver mobile-friendly self-service experiences to your customers and employees with an easy-to-use portal framework. ServiceNow’s self-service portal includes a modern, intuitive design with a user-friendly interface, ready-made components, AI-powered search and cross-device compatibility, all combined with a slick and modern aesthetic that is incredibly simple to use. Key services are accessible quickly and easily, from taking annual leave and ordering equipment to accessing knowledge articles and data sheets. ServiceNow’s self-service portal is optimised to ensure a consistent experience across mobiles and tablets, laptops and desktop environments. 

 

Where do Unifii come in?  

At Unifii, we understand the importance of your IT experience being led by your brand, both customer-facing and internally. The ethos of Unifii’s Portal Design Service is the same approach we take to all our services: implementing a system that feels personal to your team, whether it’s OOTB functionality or something more bespoke configured to your business needs. Our end-user experience team will challenge you if they think a particular configuration won’t provide any benefit or believe it will be a waste of your time and money (as is Unifii’s approach across the board). 

A visually pleasing, configured portal that is unique to your brand – need we go on?  

  

Should I go for a bespoke portal or keep it OOTB, and how do these options compare?  

This really depends on the complexity and depth of your technical requirements. The size of your company, customer base and/or IT team can also be a factor. We know it can be tricky deciding which way to go, so some key points to remember of each are below:  

OOTB:  

  • Offers pre-built functionalities  

  • Enables your team to change the branding as desired  

  • There is a standard portal layout with limitations on how it can be configured  

  • Not all the given features will necessarily be useful to your business needs  

Bespoke:  

  • Tailored specifically to your needs, removing the complexity from areas you historically struggle with  

  • This will lead to heightened productivity and better internal communication, ultimately increasing employee satisfaction  

Whichever way you choose to go with your Portal, the service is guaranteed to aid your organisation’s internal and customer-facing processes - your team will be able to look forward to the holiday period without the stress of unnecessary internal admin that can so often come with it. 

For more information on how our Portal Design Service can benefit you and your business, feel free to reach out to one of the team here.  

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Written by

Mohamed Ahmed

Senior Technical Consultant (End-User Experience Team)

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