In the digital age, people expect everything to be fast, easy, and immediately available. This is especially true when they need help or want to get something done, such as reporting a problem, requesting a service, or simply searching for specific answers. This is exactly where the ServiceNow customer portal comes in, making the entire service process more efficient and, above all, more user-friendly.
What is the customer portal?
The ServiceNow customer portal acts as a central entry point and enables companies to offer their customers an optimized, personalized experience. With self-service functions, automated workflows, and an integrated knowledge base, the portal not only increases operational efficiency but also ensures higher customer satisfaction and loyalty. It reduces the number of support requests by enabling users to find solutions on their own. This ultimately lowers service costs while improving service availability.
CASE STUDY: Transportation and Logistics Industry
Benefits of the ServiceNow Customer Portal
Simplified Service Request
Customers can easily log issues (e.g., damaged goods, late delivery) or request services (e.g., shipment rerouting) using self-service forms.
Centralized Communication Hub
Consolidates all customer interactions, service requests, and case updates in a single portal interface, reducing reliance on email and phone communication.
Proactive notification
Configurable automatic alerts to notify customers of case updates regarding their deliveries, improving transparency and reducing incoming support requests.
Accelerated problem resolution through automation
Intelligent workflows automatically route cases to the right operational teams, reducing resolution time and manual processing effort.
Multi-channel support
The portal supports communication via email and virtual agent, so customers can get help in the way that works best for them. The frequent question “Where is my delivery?” can be answered directly in the customer portal without the need for a service agent.
Knowledge base
Users can quickly find helpful articles and documentation, which means fewer tickets for the support team and faster solutions for customers.
Relevant access for every user
With role-based permissions, users only see the content and services that are relevant to them, ensuring security.
Support for global users
The portal can be localized and translated into multiple languages, so international customers can get the support they need in their preferred language. This also applies to internal communication between headquarters and branches abroad.
Communication, accuracy, and speed are essential in every industry, including transportation and logistics. The ServiceNow Customer Portal brings all these elements together in one place, providing customers with the transparency they need and teams with the tools for faster, more reliable service. This reduces the workload for operational teams and turns customer interactions into positive experiences.
Get in touch with us! We’ll show you how to build an efficient customer service portal that improves the customer experience.
