Customer portal software, sometimes referred to as customer access, CRM (customer relationship management), or partner portal software, allows customers to manage and track business transactions, purchases, and interactions on their own terms.
According to the recent Gartner survey, various companies across different industries are increasingly using self-service tools to improve the experience of their customers and better manage all of their projects, orders, and documents within one central platform.
Whether you’re just starting out in construction or have been in the industry for years, consider these benefits and elements of customer portal solutions when evaluating your options.
What Is Customer Portal Software
Being a central hub service, portal software is the place where your customer or partner can get information and interact with your construction company.
Among the processes that such technology can handle, clients can find answers to their questions, learn more information about services, manage transactions, and track their orders. In their turn, your employees can rely on automated tools to handle various processes within customer support management.
There are many different types of customer and partner portal software available to construction companies today. They can range from password-protected websites that give customers a direct line to customer service representatives to complex, comprehensive platforms that integrate with accounting and project management systems. The final choice will depend on your business needs and budget constraints.
Why Does Your Construction Company Need Customer and Partner Portal Solutions?
If you’re running a construction company, chances are you know how tough it can be to manage projects. Between field reports, employee communications, invoicing clients, and more, construction managers often find themselves stuck in an email abyss.
Many construction project managers report spending most of their time on email-related tasks — leaving precious little time to actually keep projects on track.
That’s where customer portal service comes in handy, handling such routine tasks and leaving your employees time for business-critical and strategic tasks.
Benefits of Client Portal Service
Greater automation of key customer-related processes. With a portal service, you can handle most of the routine processes in your communication with clients automatically, including answering their questions, billing, and handling support tickets. This means you don’t have to spend as much time and energy on just basic customer interactions; instead, you can spend more time on growing relationships with your customers. Customers also benefit from portal software because they can often do all these things directly from a web browser without having to ask anyone or wait for an email response.
More convenience for customers. The majority of customers are willing to pay for portal software since it allows them to stay informed about their home or building throughout construction. By providing customers with a way to track and stay in touch with contractors, designers, and architects, you’ll be providing a valuable service that will keep them happy.
Faster and more effective communication. Portal software helps your employees to address all your clients’ requests timely, even in the circumstances of heavy workload. It will be quite easy to track each task – you are going to know what each specialist is doing at any time; if he or she works with other customers as well.
Cost-effective customer management. In the long run, client portal software can save money for your construction business. Being an automated assistant that improves communication with clients at each step, the technology leaves more customers satisfied after the interaction with your service and lets your workers bring more value to their work.
How to Build an Effective Portal Software for Customers and Partners?
The most important first step to providing a portal service is your construction company website. It needs to have every piece of information that is needed by potential customers in one place, easy to find, easy to follow, and easy to understand.
Also, everything on your site should be accurate and up-to-date so that when potential customers look at it they can trust what they are reading.
On its basis, you ask your tech partner to create the client portal software with these 10 elements.
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Dashboard. It’s a default page that provides an overview of the entire software functionality. Most customer portal software allows you to customize what data displays on your dashboard by adding widgets to it. Widgets are basically mini-applications that display real-time information or allow you to take action, such as updating your account or adding new contacts.
FAQ. This section helps to streamline specific customer questions instead of sending them off to another department. By picking the right questions and answering them clearly, you can build trust with your customers.
Knowledge base. This is the place where clients can find all information related to products, services, requests, or answers given by specialists. It’s important to add this section to raise the credibility of your company.
Documents. Customers should be able to view, upload, and download documents to your portal service. This way, you will keep all the information in one place and make it accessible to all the key stakeholders. As a partner portal service, the solution will make it easier to find all the relevant information for a particular case or project. Also, there should also be a search function that allows customers to find specific documents.
Ticket managing system. As the key element of partner portal solutions, this feature allows to manage customer requests through tickets and track them as they’re being resolved. If done right, such a solution will help handle all incoming requests in an organized manner so that you can focus on completing your projects on time.
Secure messaging. Customer safety should be a top concern for customer portal solutions of any type. To ensure secure messaging, we recommend using SSL to encrypt communications between parties; however, even with encrypted communications, it’s important to have a third-party authentication system to make sure that users are who they say they are. Webmail can be used as an authentication platform if you already use a secure email provider for your business needs.
Integrations with other apps. With this feature, the solution will serve as a central hub for business process automation. In such partner portal software, you can collaborate on projects, share blueprints and plans, track progress, schedule field visits and quality audits, request additional materials or resources from vendors or suppliers, and much more. Some applications even offer advanced data visualization tools to analyze large volumes of client data in seconds.
Analytics. With portal software, you can get an extra source of information to gather analytics. By seeing not only who visits your website but what exactly they did in your software, you get valuable data for crafting a plan to attract more potential customers.
Community forum. It’s a great idea to provide a place for your visitors to speak with each other, share ideas, ask questions and make comments on client portal solutions. Also, the community forum presence benefits end-users who are seeing something they don’t understand or know better explained in real-time.
Where Can I Find Developers for Customer Service Portal Software?
If you want to find a great reliable tech partner to build portal software for construction needs, you should refer to the company that has relevant knowledge and experience to complete this task.
To make the right pick, take into consideration how long the company has been in business, what service they deliver, whether there are relevant cases for your business needs in their portfolio, and if they have experience working with firms of your size.
We at Intellectsoft can deliver the portal service tailored to your needs and possessing functionality of any complexity. Among our construction software development solutions, you can request:
Construction ERP software: The program where you can centralize and manage the entire lifecycle of your construction project.
Construction project management software: An advanced project management system that allows monitoring projects, working on risk management, completing asset management, communicating with teams, and collaborating with stakeholders. Also, the solution deals with the typical project management problems in construction.
Inspection management software: The place to assign inspection responsibilities, take corrective actions, and generate reports and checklists. This solution contributes to the cost-effectiveness of your processes.
Construction integrations: With this software type, you can integrate and interlink external data sources to your existing workflow.
Construction analytics and reporting: We offer a solution to collect, analyze, and monitor information from various sources to draw valuable insights and improve business results for your company.
Project onboarding and training: The program is designed to facilitate the onboarding process and training activities in your construction company. Among the available features, you can conduct planning, create customized courses, adjust training activities, and monitor progress results.
With our customer and partner portal software, you’ll get the complete toolkit to manage and improve your relationships with customers and partners. Our solution will let you share project updates, important information, provide technical support, and communicate in a secure environment.
Contact our experts to learn more and request your tailor-made or customized client portal service!
The hospitality industry depends a lot on keeping customers happy, but it’s getting harder to attract and keep them. The pandemic hit this industry hard, and now market competition is tougher than ever, with competitive offerings swaying customers. Hospitality businesses are willing to spend big to win customers back. The main questions for many are: how can we stay ahead of the competition, keep our customers, and increase revenue? Keep reading—we’ve got some answers.
Customers today have so many options that getting their attention is a real challenge. It’s not easy to make them choose your business over others. What worked 10 years ago doesn’t work the same way now. Back then, people often chose businesses based on reputation. But with new types of businesses (boutique hotels, craft cafes) popping up or big enterprises getting a new strategy, expectations have changed. The good news is these businesses have shown what works: great customer service. They focus on personalizing the experience, making things easy for customers, offering loyalty programs, and using smart technology.
In this article, we’ll explore these tech strategies and show you how they can help your business grow, and double the revenue. Keep reading to learn more!
The Importance of Customer Satisfaction in the Hospitality Industry
Customer satisfaction, which equals exceptional customer experience, is the backbone of the hospitality industry. It plays a central role in driving revenue and loyalty, as satisfied customers are more likely to return and recommend a hotel, restaurant, or other hospitality business to others. In fact, a study by the Harvard Business Review found that a 1% increase in customer satisfaction can lead to a 0.5% increase in revenue. Moreover, loyal customers are more likely to forgive mistakes and continue doing business with a company, even if they experience a negative encounter.
Let's quickly review the challenges the hospitality industry is facing right now so we can move on to the solutions and our case studies.
Challenges in Hospitality
As businesses navigate the changes in the hospitality industry, there are some key areas where a little improvement can go a long way. From improving customer service to embracing digital transformation and tackling labor shortages, we’ll take a closer look at today’s biggest challenges—and, more importantly, how technology can step in to help. Let’s get started!
Poor Customer Service
Even with strong and high-quality business offerings, poor customer service can drive potential customers and existing customers away. Common issues include:
Long wait times in customer service queues (it is worth remembering that our attention spans 8 seconds, and we live in a very busy world, so quick and efficient responses are more important than ever.)
Poorly trained customer service representatives
Lack of follow-up
Services not being done properly or quickly
Recall issues that require multiple service calls
These problems can frustrate customers. But, at Intellectsoft, we believe that the right approach, combined with technology, can address them effectively.
Digital Transformation Gaps
Approximately 50% of hotels are adopting new technologies, with 43% automating repetitive tasks and 39% upgrading existing systems. Source: workstaff.app
While many businesses are adopting digital solutions, some still struggle with outdated systems and fragmented data. Legacy companies often face chaos when trying to manage their data and create new systems or add features.
Some of the recent examples include clients coming to us to create AI solutions for their services while their data simply was not ready for the advanced tasks. We advise stepping back, communicating with a company objective, and working on keeping the data clean (centralized, structured, and segmented).
When we’re asked to create advanced systems using AI, we always emphasize the importance of organized data. To train AI and build such complicated systems that truly work, you need to start from the very beginning—collecting, storing, centralizing, and organizing it. We encourage our clients to align all departments to work internally on the data so we can create a unified digital system that delivers personalized experiences.
If you’re unsure where to start with your data, we can help. Collecting feedback at various touchpoints along the customer journey is crucial for gaining insights into customer satisfaction and loyalty. Book an IT consultation with us, and our experts will guide you in mapping out a path to get more from your data and build a system that works for your business and team.
Reskilling Staff
The pandemic hit hard in early 2020, especially for the hospitality and travel industries. Even five years later, many businesses are still feeling the impact. Recruiting and retaining skilled staff has become a major challenge post-pandemic.
Reskilling to address technology’s impact is of utmost importance, as about 40% of hotel General Managers place it among their top three workforce challenges.
We strongly believe that adopting the right technology can help. For example, creating an app to train your staff not only saves time but also ensures consistency in learning. AI assistants can also work alongside your team, helping with tasks like recruitment (providing industry insights, crafting emails) and staff training. Imagine having an app dedicated to making your team’s work easier and more efficient!
How Technology Tackles These Challenges and Supports a Customer-Centric Hospitality Culture
Automation, AI, and similar technologies may threaten many. However, the debate about replacing humans isn’t about that—it’s about cooperation and working hand in hand with technology to achieve the highest standards and establish brand-new “golden standards.” Technology is here to assist staff in listening to and collecting customer insights from data.
Let’s review some of our cases to see examples of how technology helps improve customer experience and supports customer service.
Examples of Intellectsoft projects
Property management systems (PMS)
We created a web platform and mobile app that makes managing daily tasks easier and offers extra services to improve residents’ experience. It gives a clear overview of daily activities and helps with managing units and users. Residents can easily book amenities, submit service requests, and report incidents. The platform also includes features for equipment management, key instructions, workflows, and custom permissions. This makes it easier for staff to stay on top of equipment and ensure residents have all the information they need. Plus, tools like announcements, quick votes, a forum, and a community calendar help build a connected and engaged community.
Guest Experience Management App
Our next app helped our client improve their guest experience by replacing printed marketing materials and the need for phone calls with a smart solution. Now, guests can easily order in-room dining, make reservations, and interact with staff— through a simple tablet in their room. The solution includes three parts: a custom in-room tablet with a variety of services, an admin panel for hotel staff and service providers, and a backend system that connects everything together. This approach makes things easier for guests and staff, improving both convenience and efficiency.
Existing Customers First: Building Loyalty with Personalized Touchpoints
Keeping existing customers is not just a strategy; it’s well-known that retaining existing customers is more cost-effective than acquiring new ones. In fact, research shows that it costs five times more to acquire a new customer than to retain an existing one. KPMG named customer retention as the number one revenue driver for the company.
Moreover, a 5% increase in customer retention can lead to a 25% to 95% increase in profits, showing the significant impact loyal customers can have on a business’s bottom line. Retention strategies, like personalized experiences and loyalty programs, can foster long-term relationships and generate recurring revenue, ultimately making them an invaluable part of any business model.
Personalization: How Technology Can Help?
Everyone loves to feel special—it’s part of being human. In hospitality, personalization has evolved from being a luxury to an essential standard. With the right technology to manage your data effectively, you can deliver those “wow” moments that guests won’t forget.
More than half of hotel chains are already using personalization features on their websites, booking platforms, and apps, and another 39% are planning to follow suit soon. They’re tailoring experiences to fit guest preferences perfectly.
Source: Deloitte
How does technology make it happen?
CRM Systems: They help you keep track of guest preferences, booking history, and special requests so you can offer services tailored just for them.
Loyalty Programs: Personalized rewards and offers show your guests that you value them, keeping them coming back for more.
AI Personalization: AI analyzes guest data to predict what they’ll love (from room upgrades to local recommendations) before they even ask.
IoT Gadgets: Smart room features like voice-activated assistants, or temperature controls adjust to your guests’ preferences, making their stay more comfortable.
With tech-powered personalization, you’re building loyalty and maximizing the lifetime value of every customer.
Our Case Study: Smart Hotel Management & Loyalty Program
For one of our clients, we created a smart room solution, complete with a custom IoT system. Guests can use a mobile app to control services, explore amenities, and find resort information-- with a special touch to their suite type. For the client’s entertainment business, we improved their legacy software by running a full IT and code check, fixing issues, and making the system better for customers.
Along with that, we developed a mobile app for the loyalty program, allowing businesses to effortlessly reward their customers and keep them engaged with exclusive benefits.
Our solutions not only helped the client with special experiences for guests; it also improved operations, cutting costs by eliminating inefficiencies. Here's what our experts shared:
"We transitioned away from ESB (Enterprise Service Bus) systems, which previously cost millions, and replaced them with more efficient, self-managed solutions. Similarly, we’ve implemented Device Farms that improved operations and saved resources."
Leveraging Software to Increase Upsell Opportunities
Here are some examples of tech tactics that will help your team sell more and introduce new offerings to existing customers, improve overall efficiency leaving your team grateful:
Dynamic Pricing Algorithms
For finance and marketing teams, manually calculating pricing by segment to introduce your clients can be incredibly challenging. AI-powered tools can strongly optimize these strategies by analyzing your database in detail.
Upselling via Apps
Boosting revenue in the hospitality business often comes down to personalized experiences. Imagine this: a guest books a room, and then your app suggests a spa package or a room upgrade at just the right moment. Later, it nudges them to book a dinner reservation or a guided tour designed to their preferences. With apps offering these personalized recommendations during and after bookings, you’re not just increasing your revenue per guest but also skyrocketing their experience. And you do it in a sustainable way, not by speculating, but by offering what your customers desire based on their previous experiences. It’s a win-win: seamless, helpful, and far from pushy.
Inventory and Resource Management Software
Making every resource count in your hospitality business is key. Inventory and resource management software allows you to effortlessly track everything from linens to room availability, ensuring nothing goes to waste. Having real-time insights to reduce overstock, avoid shortages, and optimize operations assists sustainably keep everything under control and know what you need to focus more. It helps maximize room occupancy by aligning bookings with available resources, ensuring every room and item is used effectively. This approach leads to smarter management, better guest experiences, and a noticeable boost to your bottom line.
Adopting these strategies not only optimizes your operations but also drives business growth. Ready to discover how technology can elevate your goals? We’re here to create a tailored solution for you.
Steps For Implementing a Customer Service Technology Solution
Improving customer service in hospitality doesn’t have to be a daunting task. With the right technology, you can smooth the path of your operations, speed up response times, and elevate the overall guest experience. Here’s where you can make it happen:
1. Understand Your Needs
Start by identifying the challenges your business is facing. Are you struggling to manage high volumes of inquiries, track customer feedback, or personalize the guest experience? Pinpointing your needs will guide you to the best solutions.
2. Pick the Right Tools
Choose technology that aligns with your goals. Look for solutions that are scalable, easy to use, and integrate effortlessly with your current systems. Options like CRM software, live chat tools, or a guest experience app can make a difference.
3. Equip Your Team
Technology is only as effective as the people using it. Train your staff to make the most of the new tools, so they can deliver exceptional service and resolve issues quickly. Confident, well-equipped staff creates happy, loyal customers.
4. Keep Improving
Once implemented, monitor how well the solution works. Are response times improving? Are customers more satisfied? Regular evaluations will help you fine-tune your approach and keep things running harmoniously.
Some Tech Ideas for Hospitality Businesses
CRM Software: Manage customer interactions and preferences.
Guest Experience Apps: Delight guests with personalized experiences right at their fingertips.
Amenity Management Systems: Simplify operations for everything from room service to facility bookings.
Live Chat Tools: Offer instant support and answers.
Social Media Management Tools: Keep customer interactions engaging and organized.
Integrating these strategies will not only improve your customer service but also deliver unforgettable customer satisfaction, loyalty, and, ultimately, your bottom line. Ready to take the next step? Book a consultation with our experts.
Conclusion
To wrap up everything we've discussed, customer satisfaction and experience are at the heart of hospitality. Retaining customers is more than just keeping them around—building strong, long-lasting relationships and consistently meeting their evolving needs. By understanding their pain points and offering personalized solutions, you can inspire loyalty and drive progress. With the right technology and continuous improvement, your business can stay ahead, let go of what no longer serves you, and keep growing.
At Intellectsoft, with over 17 years of experience in software development, our expert team is ready to help. We create everything from mobile apps to full-fledged portals and systems, leveraging the latest technologies like AI, Cloud, and Machine Learning. With deep experience in the hospitality industry, we’re here to craft personalized solutions that bring your business unforgettable customer experience and retain your valuable clients.
Ready to double your revenue and level up your customer retention strategy with personalized technology? Contact our experts, and we look forward to working hand in hand with you to build or revitalize the perfect app or system for you.
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