MarTech · By department
Customer portals and CRM for support teams
Let customers help themselves, and give your team one record of every customer.
At a glance
Your customer support team: what you need, and what NPLUS builds.
Each need in the middle ring is paired with the website, portal or marketing system we build for it.
Matching numbers show each pair. Select a service to see what it includes. Full detail is in the table below.
Your customer support team
- Self-service: what nplus builds with Customer Portal
- Customer records: what nplus builds with CRM Implementation
- Onboarding and renewals: what nplus builds with Marketing Automation
- Service emails: what nplus builds with Email & Deliverability
How it works
Five steps, from the first call to results.
We start
A short call
- We learn how you work today
- Written for customer support teams
We look at
What you need
- Self-service
- Customer records
We build
What NPLUS builds
- Customer Portal
- CRM Implementation
You review
Designs and test version
- You approve before launch
- Your team is trained
The result
What you get
- Self-service for documents, status and requests
- One customer record across teams
Built on your CRM and data · aligned with CAN-SPAM, GDPR and CCPA · reported against pipeline and revenue
What it is
Customer Portals & CRM for Support Teams, in plain language.
Systems for support and customer success: a self-service portal, a CRM with full customer history, onboarding and renewal messages, and email that arrives.
What you need
The gap today
What NPLUS builds
Self-service
The gap today: Customers raise tickets for things they could do themselves.
Customer Portal. A secure portal for requests, documents, status and knowledge.
Customer records
The gap today: History is split between support and sales tools.
CRM Implementation. A CRM with the full history of each customer.
Onboarding and renewals
The gap today: Steps depend on who remembers.
Marketing Automation. Timed onboarding, check-in and renewal messages.
Service emails
The gap today: Important messages go to spam.
Email & Deliverability. Authentication and sending practices that protect delivery.
Who it's for
Written for customer support teams.
The helpdesk, contact centre and customer success teams. These are the people we usually work with:
- Heads of customer support and service
- Contact centre managers
- Customer success leads
- Support operations analysts
MarTech by industry
Why it matters
Why this matters for customer support teams.
Customers prefer to find answers and documents themselves. When they cannot, they raise a ticket. A portal and a shared customer record reduce routine contact and make renewals easier to manage.
How we work
How we work with customer support teams.
Plan, build, launch and improve, with your team involved at each step.
- Step 01
Plan
We agree your ideal customer profile, goals and the metrics that matter, and audit your current stack, CRM and email setup.
- Step 02
Build
We configure your CRM and automation, connect your tools, authenticate your domains and set up tracking end to end.
- Step 03
Launch
Campaigns, nurture programs, ABM plays and events go live, with clear hand-offs from marketing to sales.
- Step 04
Optimize
Engagement, deliverability and pipeline are reported weekly, and budget moves to what produces revenue.
What you get
The results you can expect.
- Self-service for documents, status and requests
- One customer record across teams
- Consistent onboarding and renewal reminders
- Service emails that reach the inbox
We do not promise fixed numbers before we have seen your systems. In the first call we agree what to measure, and we report against it.
FAQ
Customer portals and CRM for support teams: common questions.
Can the portal connect to our helpdesk?
Yes, with common helpdesk tools that provide an API, so tickets and status appear in one place.
Can customers log in with their existing account?
Yes. We can use your product login or single sign-on.
Do we own what you build?
Yes. Websites, portals, CRM setups and data are built in your accounts and belong to you. We hand over documentation and train your team.
Do you work with tools that customer support teams already use?
Yes. We start by reviewing what you have. Where a tool does the job, we keep it and connect it. We recommend a change only when there is a clear reason.
Do you support us after launch?
Yes, if you want. We offer maintenance, updates and campaign support on an agreed plan, for clients in India and the USA.
Serving clients across the USA and India
Let's talk about what NPLUS Global can do for you.
Tell us about your goals. A specialist will get back to you with practical next steps.
- A specialist reads your message
- We reply with practical next steps
- No obligation to continue
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