Customer Self-Service Portal

Onyx offers a comprehensive customer portal that enables organizations to offer self-service options to their customers. The Customer Portal offers the following functionality:

• Profile Management - Allows users to update their contact information and portal password.
• Service / Support Incidents - Allows users to view, create, and update service and support tickets. Internal users are notified when new incidents are created. Clients are also updated via email when incidents are updated.
• Knowledgebase - Allows users to search a public version of the corporate knowledgebase for answers to common questions.
• Product List - Displays a list of products that are owned by either the contact or the contact's company.
• Literature Requests - Allows portal users to either download or request copies of corporate or product literature to be sent via email, mail, or fax.
• Surveys - Enables portal users to respond to various surveys, including responding to marketing campaigns.

The customer portal supports a secured login and authentication process. Usernames and passwords can be initially configured by CRM users, and sent to customers via email. In some cases, we have changed the authentication model to support a pre-existing authentication process; for example, if our customer's website already supports authentication, then we can leverage the existing authentication model to grant access into the Customer Portal.

Green Beacon has worked with clients to provide the following custom solutions to Customer Portal:

• Lead Capture: Lead Capture Solutions let your customers respond to marketing campaigns on the web site, or simply request additional information. This information can be filtered and focused for corporate clients, and can be directly integrated into Onyx - creating company and individual records, a survey, a literature request, and a sales opportunity.
• Authentication: Green Beacon has helped clients change the login process to take advantage of existing client logins with other systems (existing websites or portals, etc.).
• Personalization: OCP can provide corporate clients access to key documents, downloads, knowledge bases, or content based upon purchase history or other customer demographics. It is also possible to delegate some responsibilities to a client user including adding / removing users, setting access rights, etc.
• Support Case Routing: Onyx has developed component DLLs that allow users to create new Support or Service incidents over the web. Once an incident is created, it can be assigned to an internal user for review. Any changes to the status or work notes of the incident generate automatic messages to the customer that the incident has been updated.
• Surveys: Surveys are typically used by marketing for lead capture, but can also be used to capture any business-related information for the user or company, including marketing preferences, customer satisfaction and feedback, corporate demographics profile, and service related preferences.