Feature Release: Customer Hub

 

We’re excited to announce the rollout of our new feature – the Customer Portal. With the customer portal, service providers can offer their customers a convenient way to raise service requests by logging in using a direct link to the service request form page or an embedded form on the provider’s website.

As part of our commitment to consistently improve ReachOut and provide our users with the most cutting-edge tools for efficient field service management, the Customer Portal is one big step in these efforts. It’s a key step forward in our ongoing efforts to elevate the field service management experience for both service providers and their customers. 

Here’s a closer look at the key aspects and benefits of this feature:

 

Customer Portal – Seamless Service Requests

With the Customer Portal, we strive to enhance the customer experience by providing them with greater control and convenience when it comes to initiating service requests. This not only simplifies the process but also strengthens the connection between service providers and their customers, ultimately leading to improved customer satisfaction and a more efficient service request management system.

Customers can take proactive steps to address their service needs, which not only boosts engagement but also fosters a sense of empowerment. For service providers, the Customer Portal offers a centralized platform to manage and track incoming service requests. This leads to better organization and more efficient allocation of resources, ultimately improving service delivery.

 

• Setting Up the Customer Portal

The service provider can set up the Customer Portal, allowing them to share the hub page URL directly with their customers, integrate the service request form into their websites, and define the service categories.

 

 

For this, go to Settings of the Web Application, click on the Customer Hub option, and only enable it when your business is ready to start hearing from your customers via the Customer Portal.

 

 

• Accessing the Customer Portal

Once the customer fills out and submits the request form, they receive an email containing their login credentials for accessing the customer portal. By logging into the portal, customers can effortlessly submit service requests and track the real-time status of all their previously submitted requests.

 

• Track & Manage Requests 

On the admin side of the web app, service managers can oversee new service requests in the added Requests section within the CRM module. Service managers have the option to take specific actions on each service request. They can choose to accept requests and resolve the request without creating a Quote or Job.

For requests that cannot be accommodated or do not align with the service provider’s capabilities, managers/admins can reject them.

 

• View & Manage Leads 

Another feature is Leads in the CRM module. When service requests are received through form submission from new users who are not current customers of ReachOut, it is automatically categorized as a Lead and displayed in the Leads module. 

One of the key benefits of this feature is the ability for admins and managers to instantly convert these Leads into verified customers with a single click. This way, managers can take immediate action to onboard these potential customers, ensuring that their service needs are met promptly.

 

Integrating the Customer Portal into ReachOut is a testament to our dedication to meeting the evolving needs of field service management. We are confident that this feature will not only streamline operations but also enhance the overall customer experience.

We invite you to explore and make the most of this exciting addition to ReachOut, as we continue our journey toward excellence in field service management.