Enable is pleased to announce that its new client portal is now up and running!
We established our Customer Success team in May 2017 to provide our clients with a reliable resource to assist with both ongoing support and the delivery of bespoke project work. As our number of clients continues to expand at a significant rate, the ability for the Customer Success team to deliver the right support in real-time could become increasingly challenging. We, at Enable, believe that our clients want more than just someone who solves their existing problems. Rather than being reactive, we make great efforts to be proactive. That’s why we are providing all our clients with access to an online client portal.
A client portal is a secure digital gateway that allows organizations to interact with their clients, share files, discuss, plan, organize and manage tasks in a private online environment. Client portals have become increasingly popular in recent years due to the higher levels of security that they offer when transferring data between users, along with the ability to upload and manage much larger file sizes than those imposed on email.
One of the main benefits of having access to a client portal is its 24/7 availability. Our clients will be able to access information when they need it, from any device. They won’t have to wait until the morning to contact the Customer Success team in order to log an issue or get an update on a current ticket.
The client portal hosts two key features — project tracking and our new Cello ticketing system. Let’s dive in and take a look.
Project tracking is important to ensure that an application is moving in the right direction. The project tracking area of the client portal will give our clients full visibility of all previous, current and upcoming projects that they have with Enable. For each project the client will have access to useful information, including:
- Status: A high level progress display showing what stage a project is at;
- Dates: A record of key dates and events that relate to each project, including both past and upcoming;
- Docs: A record of important documentation relating to each project, such as functional specifications and release notes;
- Features: A summarized list of the main features that will be delivered as part of the project.
Cello is a flexible ticketing product that can be found within the client portal. It is designed to provide our clients with a consistent means of tracking numerous work streams and collaborating with our team.
Clarification questions may be raised internally by members of the team during the course of the projects we’re undertaking for our clients. These queries can range from specification clarifications to maintenance questions. Through the client portal, our clients will be able to view and respond to these clarifications.
The helpdesk is the place for our clients to post problems or questions related to their live software. Here they will be able to upload files and record a ticket to track their request and seek a resolution. The way in which support tickets are handled will be subject to a contractual service level agreement. If the Customer Success team becomes aware that a client has identified new requirements that are not covered by existing specification documents, they will refer the client to Enable’s Commercial team.
User acceptance testing (UAT) gives our clients the opportunity to test the application and request changes to any part of the system which does not match what was specified directly to the developers. This allows for further refinement of the delivered project until a client is completely satisfied that it conforms to the specification. The latest release candidate of our client’s software is always accessible in their UAT hosting environment.
Enable is always striving to create new and innovative ways to improve the overall user experience for our clients. By making it easier to deliver the right support to them in real-time, we can help to meet our clients’ evolving needs and expectations. The client portal offers a streamlined process that is easy for our clients to understand and follow. With 24/7 access, our clients and team members will be able to access the client portal from anywhere, at any time.
For any queries that the client portal can’t assist with, the Customer Success team are available Monday to Friday from 08:00 to 18:00 GMT and can be reached by emailing firstname.lastname@example.org or calling 03303 112 606.