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Innovation in Customer Portals

Offered to All TSIA Members

Presented to a company who has embraced innovation to improve functionality, user experience, and business benefits of a customer portal, ideally embracing pacesetter practices identified in “The State of Knowledge Management 2018: Six Ways to Dramatically Improve Self-Service.” While traditionally customer portals have been focused on self-service for technical support, today’s technology firms are investing in portals across a variety of divisions. These include managed services performance dashboards, customer project dashboards for professional services, learning centers for education services, online service catalogs and self-service contract renewals for service revenue generation, communities and ideation for product management.

Overview: What You Did

Provide an overview of your innovation at a high level. Details can include, but are not limited to, any or all of the following:

  • Limitations of previous customer portal(s) which lead to introducing innovation
  • Content access strategy, including approach to search, frequently asked questions (FAQs), guided search or chat bots, diagnostic aids, decision trees, etc.
  • Digital elements such as video libraries and mobile applications
  • Use of analytics such as usage analysis, relevancy analysis, content gap analysis
  • Roadblocks or challenges faced, and how you overcame them
  • Lessons learned. What would you do differently next time? What can others learn from your journey?

Business Impact: How Innovative Customer Portals Have Helped Your Company

Describe how innovations to your customer portal have impacted business outcomes for your company. Provide supporting evidence*, such as:

  • Cost savings or efficiency gains
  • Assisted support deflection, including reductions or reallocation of staff
  • Improved onboarding for customer success
  • Increased consumption of learning content
  • Additional revenue generated from online expand selling

Customer Impact: How Innovative Customer Portals Have Helped Your Customers

Detail how innovations to your customer portal have positively impacted your customers. Provide supporting evidence*, such as:

  • Improvements to customer satisfaction scores (CSAT) or customer effort scores (CES)
  • Metrics related to customer adoption of self-service options (i.e., time spent on website, articles viewed, or searches executed)
  • Satisfaction scores for self-service and metrics for self-service success
  • Impact on your customers’ businesses and/or on their customers (if applicable)
  • Customer testimonials

Judging Criteria

Your application will be judged on the following criteria:

  • The Pacesetter Factor of Your Application: Is your application based on a compelling “best practice” and/or is it truly “innovative” in today’s technology industry?
  • Business Impact: How has this helped your company?
  • Customer Impact: How has this helped your customers?
  • The Cohesiveness of Your Application: Is there a single, end-to-end narrative that is easy to follow and supported by good examples and/or data? (i.e., business challenges, inception, creation, implementation, adoption, measurement, expansion, process, results, lessons learned, future projections)
  • The Effectiveness of Your Metrics: Do the metrics that you included adequately support the story that you are telling and are they organized and presented well?

* These are suggestions only, provided to give an idea as to the appropriate type and level of detail. This is not a comprehensive list nor intended to limit your response in any way.