A customer portal that answers the repeat questions
Order status, invoice copies, shipping documents and reorders all arrived by email, and someone opened NetSuite to answer each one.
Customer self service portal
Every query scoped to the logged in customerWhat was broken
Customer service was answering the same four requests over and over: where is my order, resend that invoice, send the bill of lading, and I want to reorder what I bought last time. Each one meant opening NetSuite and replying by hand, and giving customers their own NetSuite access was not viable on licence cost or on permissions.
What runs now
We built a Suitelet portal customers log into directly, with every query scoped to their own account at the server rather than filtered in the browser.
- Order history, invoices, requests and cases in one place
- Shipping documents rendered server side, with no rights over the record
- Every query filtered to the logged in customer at the server
- Reorders raised without calling anyone
- No additional NetSuite licences
One flow, end to end.
The path a customer takes through the portal, and the point where the scoping happens.
The requests that used to arrive by email now resolve themselves.
Considering NetSuite, or already living with it?
Tell us what is not working. If it is a half-hour fix we will tell you that, and you can decide whether to pay anyone at all.