Resources and insights

Today, a customer portal is one of the key channels through which a company engages with its customers and manages its relationships with them, particularly in mass-market services, which include the utilities sector. The portal enables customers to access information, documents, bills and services independently, whilst helping the organisation to streamline its service delivery, reduce the number of repetitive enquiries and cut costs. A well-designed portal is not merely an IT tool. It becomes a digital showcase for the company, influencing users’ convenience, their trust and their assessment of the organisation as a whole.