Enterprise needs change as per business requirements. They may want to adjust their subscriptions based on the situation. Instead of relying on CSPs to adjust the licenses, enterprises can self-manage those through a self-service portal. Using the self-service option, they can easily and instantly add or remove licenses from the portal without calling or emailing the CSP requirement. Enterprises get complete control over their licenses and keep track of the renewal dates, procurement details, etc., through the portal.
Why Customer Self Service Portal
As enterprises undergo digital transformation, they rely on Cloud Service providers (CSP) to manage and support their cloud subscriptions. Microsoft offers one of the most popular CSP programs that have helped IT service providers to become cloud partners and create an extra revenue stream for their business.
As CSP programs gain popularity, the only way to become a differentiator is to adopt customer-centricity. Enterprises like the white-glove treatment they receive from CSPs, but they also prefer autonomy in controlling aspects such as the cost and usage. They want minimal intervention from the CSPs in managing their licenses and subscriptions. This is also beneficial for CSPs as they can focus on other areas that require more attention.
To create a unique experience for customers and to improve their services, CSPs can consider including a customer self-service portal as a way to serve their customers. In fact, according to Microsoft’s State of Global Customer Service report, 66% of customers prefer self-service to resolve their issues related to services and products before engaging with an agent.
Read more about why use customer self-service portal?
So, how can a customer self-service portal benefit the enterprise, and how will it help CSPs grow and scale their business? Let’s explore these questions below.
With a Self-Service Portal, CSPs can
Self-Service Portal – Many Benefits for CSPs
Several reports show that customers prefer to pay additionally for unique experiences. Self-service can help CSPs to build that unique experience. It also makes business sense to build a self-service portal as 83% of customers naturally go to the company’s website for information before solving their problem. The customer will not hesitate to reach out to the competitor if they do not receive an immediate solution to their problem. A Customer self service portal of Microsoft CSP should support:
- Consumption and usage
- Invoice history
- Support and incidents
- Knowledge base
- Managed services
- Document sharing
- License management
And much more!
At Work 365, we enable Microsoft CSPs to create powerful customer self-service portals to serve their customers better. We offer end-to-end self-service setup such as:
- User management
- Ready-to-use portal features