Self-Service Portals: Why your IT business needs one — and why building it might not be the best option
As IT businesses grapple with increasing demands for transparency and efficiency, customers now expect immediate access to information, smooth purchasing options, and a clear overview of their services—all without the need to make a phone call or send an email. Here’s where self-service portals become essential, changing how IT businesses handle customer relationships. However, a key consideration during implementation is whether to build one in-house or choose a pre-existing solution.
The rising need for Self-Service Portals
Today’s consumers seek control, transparency, and fast solutions. Research indicates that 88% of consumers anticipate brands will provide self-service options, and an increasing number are interested in direct purchasing capabilities on these platforms.
Here are some key pain points that self-service portals solve:
- Instant purchasing options: A robust self-service portal doesn't just handle support; it also enables customers to buy products and services directly, streamlining procurement and accelerating sales cycles.
- Reduced ticket volume: By enabling customers to find solutions independently, the number of support tickets decreases, allowing your team to focus on more critical issues.
- Real-time service overview: Customers can easily view their active subscriptions, contract status, and service usage without waiting for manual updates.
With the right portal, IT businesses can turn what used to be long email threads and endless calls into seamless, one-click transactions. This is the new standard in the IT world — and those who adopt it are thriving.
Build vs. Buy — Which is right for you?
When you recognize the need for a customer portal, the next logical step is deciding how to implement it. The two main paths are: build your own or opt for a ready-made solution.
Building your own portal
Creating a custom-built portal gives you full control over its design and functionality.You can tailor it to your specific needs and potentially differentiate yourself from competitors. However, there are significant challenges to consider:
- Development time: Custom portals often take months or even years to develop, test, and optimize.
- High costs: Between development, maintenance, and updates, costs can quickly escalate.
- Resource-intensive: Building internally diverts crucial resources away from other business-critical projects.
- E-commerce complexity: Integrating secure and seamless purchasing options adds another layer of complexity, demanding both technical expertise and compliance with regulations.
Opting for a ready-made solution
On the flip side, pre-built solutions, like ZaveIT's customer portal, offer instant access to a fully functional solution designed specifically for IT businesses.
- Quick deployment: Our portal is ready to go, allowing you to start offering self-service capabilities in days, not months.
- Cost-efficient: No development overhead; you simply implement and launch.
- E-commerceReady: Unlike generic solutions, it includes a built-in marketplace, enabling your customers to purchase products and services directly — from licenses to hardware and managed services.
- Industry-tailored features: It is crafted with IT business needs in mind, covering everything from service management to direct sales transactions.
This seamless purchasing capability transforms your portal from a mere service desk to a revenue-generating platform.
Try before you build
Before diving into the complexity and cost of building your own solution, why not test-drive a fully developed, industry-focused portal? At ZaveIT, we’ve crafted a portal specifically for IT businesses, giving your customers the self-service experience they want while giving you the transparency and control you need.
Our portal empowers you and your customers with:
- A modern, intuitive interface: A user-friendly solution designed for both your team and your customers.
- Sales automation: Scale your business effortlessly by automating ordering, procurement, delivery, and invoicing processes.
- Sales channels: No more waiting for request submissions—customers can buy licenses, order services, and purchase products instantly.
- Customer experience: Provide your customers with a comprehensive overview and access to your business offerings and communications through a single point of contact.
- Instant service activation: Launch new services, products or updates with just a few clicks. Your customers get instant access, and you maintain full control over availability.
Self-Service and E-commerce are the future
The demand for self-service options will only continue to grow. IT resellers andMSPs that adapt to this trend will not only meet customer expectations but exceed them. Offering a streamlined, user-friendly customer portal that includes direct purchasing capabilities sets you apart from competitors and builds stronger customer relationships.
At ZaveIT, we believe in simplifying and automating this journey. Why start from scratch when you can have a tailored solution right now? With our customer portal, you’re not just providing transparency and an excellent customer experience; you’re opening the door to instant transactions and additional revenue streams.
Building your own customer portal might seem tempting, but the time, cost, and resources required are significant. Before making that commitment, try ZaveIT's ready-made customer portal and experience the benefits firsthand. It’s built for IT businesses, designed to scale, and ready to deploy. And it’s more than just a service desk — it’s a complete Customer Portal.
Also, Check out this "THE ROI OF CUSTOMER EXPERIENCE"
