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One of the reoccurring requirements that comes up each time we look to bring on another service desk within our group on to our common Hornbill Service Manager instance is the restriction of having only a single customer portal, so we have to go with a common and generic branding.

If the customer portal customisation options could be made to be a one to many relationship with the current initial set being the default, then it would be possible to specify at an external organisation level which branding set to use.

As access to the portal after the initial landing page (branded with the default customisation set), is controlled by contact access, so it would be relatively simple to then apply the appropriate portal customisation set for said customer.

This way the architecture remains the same, i.e. a single customer portal, but we are able to branding the portal dynamically to the customer.

By utilising multiple Proxy by Domain setups it would also be possible to utilise different domain URLS as well.

Cheers

Martyn

 

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@Martyn Houghton

That's quite a timely request!  We are in the process of transitioning the codebase so that the service and customer portals can have their own development paths.  Right now the focus is on the service portal and the implementation in the main application as seen currently in preview.  We have made a lot of good progress in this area, and one of the things we have introduced is the notion of "branding/styling per organization". However, as of right now this only applies to the service portal, and not the customer portal.  On our roadmap is to do some really big improvements to the customer portal, including multiple branded portals and custom domains, we are not there yet and its not quite in our 90 day pipeline (primarily because we have to complete the code separation between the service and customer portals), but I wanted to assure you that it absolutely is on our agenda to make this change.  I will keep you informed of progress.  

Gerry

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@Gerry

Thanks for the update, we have been aware a lot of customer portal enhancements have been awaiting the splitting of the code base so it would be good to see these things starting to come through. 

Cheers

Martyn

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Hello @Martyn Houghton

Yes, I would love to have more structured talks around the customer portal.  One of the things we have recognized in our own approach is internal portal is a very different thing to an external portal, while internal needs to be geared towards employee experience, external needs to be geared to Customer Experience, the needs of these two sets of requirements are actually very different and that's why we struggled with a single codebase.  For the external customer portal we see this being much more aligned with Customer Manager, and more neatly fits into the CRM category of software functions, this is where we ultimately see our focus, and this is something we are in the process of bringing into our product thinking.  There are a few customers, yourself included who would really benefit from this focus and I am committed to driving this forwards.  We can certainly organize a session to talk about it, but I would love you to be more involved in this during 2019 and beyond as we expand our thinking and feature set in this direction.

Gerry

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@Gerry

Thanks for the reply. More than happy to provide our input and beta/experimental options testing resource in terms of the Customer Portal and Customer Manager, which we do have some license for.

Cheers

Martyn

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@Gerry This sounds really good and I am very eager to hear more about how this moves forward - and we would also be very interested in providing input to upcoming development.

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@Cizzling

I will be sure to keep you informed also, I am hoping to pull together a small CRM focused working group to explore what areas we should be looking at with regards to external customer support.  I will try to arrange a timeslot for an initial discussion on the topic an INSIGHTS 19 if you are able to come along.

Thank you for your interest

Gerry

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@Gerry

If it would help, I do not mind hosting a informal session, in addition, sooner focusing on the existing underlying customer portal enhancement requests, given the blocking activity to split the code base for the portals is coming to fruition.

Cheers

Martyn

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Hello all,

As a new customer to Hornbill who is not far off completing our Switch-On, we were sure that we could have specific branding for each of the Customer Portals that we would have been building for each of our Customers.  As I have just recently found out this is not yet possible so we are VERY keen to see this implemented.

We would be VERY keen to assist in helping drive this enhancement using any means possible - we are hoping to go along to INSIGHT19.

Cheers

Steve

 

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On 3/6/2019 at 9:46 AM, Martyn Houghton said:

@Gerry

If it would help, I do not mind hosting a informal session, in addition, sooner focusing on the existing underlying customer portal enhancement requests, given the blocking activity to split the code base for the portals is coming to fruition.

Cheers

Martyn

@Martyn Houghton If that will happen I would appreciate you inviting Gareth Noon from us, who will attend representing Axiell. Let me know and I will forward his contact details.

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@Gerry

Just wondering if there will be the possibility to have a special interest group meeting for those of use who are major users of the Customer Portal outside of the Insights 2019 agenda following on from the announcement in this area you have indicated that will be made at the event?

Cheers

Martyn

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