How our Customer Portal shortens request resolution time: from submission to resolution faster than ever before

How many times have you dealt with unexpected system behavior and spent the first 48 hours just exchanging emails, phone calls, adding information, and clarifying details?

This exact scenario was the reason why we at Asseco Solutions created a modern Customer Portal, which shortens request resolution time from the very first click.

Speed of response and service quality are now key factors in customer satisfaction. It is no longer just about whether a request is solved, but how quickly and how easily we get to the solution.

Why is the Customer Portal changing the rules of the game?

The Customer Portal in the Tasks module allows users to create requests through a clear, structured process.

Instead of unclear emails or lengthy phone calls, the customer simply goes through a wizard that guides them step by step.

Result?

• Support receives accurate and complete information from the very beginning.
• The need for follow-up questions is eliminated.
• Time from submission to resolution is reduced.
• You can submit your request anytime – regardless of call center opening hours.

Intelligent Wizard: Your request guide

At the core of the portal is a new intelligent guide (wizard). It is designed to intuitively guide you through the request submission process without the risk of missing important details.

Thanks to the wizard, customers submit requests correctly on the first try – without knowledge of internal processes, technical details, or follow-up questions from support.

Our team gets exactly the information needed for fast situation identification.

Each step of the wizard has a clear meaning:

• Product – select a specific product from your license,
• Task type – service, new request, or incident,
• Details – structured form for providing all truly necessary information,
• AI suggestions / Submission – solution or task handover.

Structure means faster understanding of the situation

When reporting unexpected system behavior, the Customer Portal guides users to describe all necessary information precisely:

• Key facts: The portal requests structured data: specific module and screen, when the issue first appeared, how often it occurs, expected behavior, and severity.
• Reproduction steps: A unique dynamic list allows you to add and easily drag-and-drop reorder steps that led to the situation. The better our team understands the process, the faster we can prepare a solution.

Thanks to structure, the support team gains full context, follow-up clarification is reduced, and resolution can start immediately.

Top priority: clear structure instead of emails

Traditional communication via email or phone has one drawback – information is often incomplete, unclear, or scattered across multiple messages. In the Tasks section, customers see an overview of ongoing and submitted requests along with a summary of entered data. No searching for old emails, no repeated explanations.

Why switch to the Customer Portal?

The Customer Portal is no longer just a “place to submit a request”. It is an intelligent tool that:

• automates initial analysis
• intuitively guides users toward accuracy
• provides instant AI-based solutions
• significantly reduces processing time

Using the portal brings major benefits for both sides: the customer and the support team.

Want to see how the portal can shorten your processes as well? Get in touch with us at info@assecosol.com and we'll show you its features and real-world scenarios.