Service Portal

ExpandIT Service Portal is a customer-centric digital platform that facilitates seamless interaction between service providers and their clients. It enables customers to request services, access service history, communicate in real time, and manage documents—all fully integrated with Microsoft Dynamics ERP systems. The portal enhances transparency, reduces administrative overhead, and improves service efficiency.

Features

• Customer Self-Service: Customers can create service orders, schedule visits, and confirm availability directly through the portal.
• Full Service History Access: View detailed records of past and upcoming work orders, including materials used, service certificates, and technician notes.
• Real-Time Communication: Share messages, documents, and images instantly between customers, dispatchers, and field technicians.
• ERP Integration: Seamlessly connects with Microsoft Dynamics ERP systems to synchronize data like products, pricing, invoices, and ledger entries.
• Content Management System (CMS): Allows full control over portal content and user access, combining ERP data with user-generated input.
• B2B Functionality: Supports credit card payments, ledger visibility, and invoice management directly within the portal.

Capabilities

• Service Order Management: Customers can initiate and track service requests for both purchased and third-party equipment.
• Planning Integration: Service appointments are automatically updated in the ExpandIT Planning Board and reflected in the portal.
• Document Handling: Upload and manage photos, drawings, and reports related to service jobs.
• Preventive Maintenance Scheduling: Access and manage upcoming maintenance tasks and scheduled visits.
• Multi-User Access: Enables both internal staff and external customers to collaborate using the same real-time data.

Benefits

• Improved Customer Experience: Empowers customers with self-service tools and transparent access to service data.
• Operational Efficiency: Reduces manual communication and paperwork, streamlining service workflows.
• Faster Response Times: Real-time updates and communication accelerate issue resolution and service delivery.
• Cost Reduction: Minimizes administrative tasks and improves resource utilization through automation and integration.
• Data Accuracy: Ensures consistent and up-to-date information across all stakeholders via ERP synchronization.

Facts

Customer Collaboration with Service Management

The intuitive design of the ExpandIT Service Portal allows for improved collaboration between dispatchers, field technicians and end-customers. Messages, pictures, documents and reports are instantly available to internal and external users. Customers can use the portal to generate digital work orders quickly, communicate about scheduled visits, confirm their availability and schedule future visits. Additionally, customers can access the same information in the portal as they do when they speak to a sales representative. The ExpandIT Service Portal includes B2B logic such as ledger entries and credit card payments of all invoices; all maintained in Microsoft ERP systems.

Document Work Order History

The ExpandIT Service Portal allows customers and technicians to view the full history of work orders on individual Service Items. This feature lets authorized users have full access to the latest information regarding type of work, materials used, items serviced, service certificates and more. Users also have access to upcoming services such as planned preventive maintenances or any scheduled visits. In addition, all accounting data, such as ledgers and invoices, are conveniently available through the platform and synchronized with live data from the ERP system.