Hello, and welcome everyone to a ZaveIT webinar. My name is Fred Haberstad, and I work as the Head of Sales and Marketing at ZaveIT. Today, we’ll be running a short demo on the Customer Portal in the ZaveIT Platform This is one of several modules we offer on the platform, his provides a modern end-user portal for IT companies. which enables a unified experience where customers can view everything from their orders and invoices to purchase new services and products. Joining me today is Lars Habberstad, CEO and he will be running the demo. It will take approximately fifteen minutes. So with that, I’ll hand it over to you, Lars. If you are ready? Yes, I am Welcome, everyone. I thought I’d give you a quick look at our customer portal. Some of the features and a general walkthrough, so I thought I’d start by saying a few words about the customer experience There are still many IT resellers who don’t have a customer-facing experience for their clients, where they can log in and view information, submit tickets, purchase additional products, and services and carry out their daily operations Gartner has been talking a lot about this over the past couple of years, saying that this is something businesses essentially need to have. If you want to retain, or be able to attract the new generation. That actually wants to buy from you, but doesn’t want to be sold to. So that’s really what our customer portal is all about, and the customer experience. So what you’re seeing here, is the customer login experience. I can show you how to log in easy You log in using Single Sign-On, or you can log in directly with an email address, and then you receive a verification code, a one-time code to complete the login. So I’m going to log in here using Microsoft Login Once you’ve selected the correct tenant, it can display the storefronts of multiple companies, for example. Then we enter the customer portal with a welcome message. This can be customized for different customers, and of course, it’s white-labeled for you as the reseller, so you can apply your own colors and icons, so that the customer clearly sees it's your brand and where it's coming from. So this is the home screen—the first thing the customer sees. I believe that in most cases, there are two main reasons the customer comes here. It could be to check their deliveries, support tickets, but also to buy something from the shop I’ll start at the top by showing you the general features. The customer has a full overview of all the orders they’ve placed. They can click in to view the details, if they wish to do so. This is simply so the customer has a clear order history. Next, we have subscriptions. Here, you can see all active services currently running. The customer can cancel them, extend their duration, and also scale them up if they want more of something, and then the order behind it will be updated accordingly, and new licenses will be ordered from the reseller and then from the distributor. So there’s a complete end-to-end automation flowing back to the distributor. if it’s an integration with a distributor, So that’s the subscriptions section. This allows the customer to manage things on their own—without needing to contact you. We all know how much work it is when a customer just wants to add one more license. They have to make that phone call, you have to call the distributor or log into their platform, set up the order, and then go back and forth to the customer, who then has to approve it, and so on. So this is a major simplification of that whole process. In some cases, an order will also have a delivery process attached to it. If so, it’s up to the reseller to configure that. So it becomes an automated process. So when you build the services you offer to your customers, you can add on a delivery workflow, allowing you to manage the delivery process and the customer will be able to track the progress of the delivery. So here we can see that there are two ongoing deliveries. One that hasn’t started yet, and one that’s halfway through. You can also view deliveries that have already been completed. Furthermore, it’s possible for the customer to submit support tickets. There are two ways to do this. There's this simple one here, which statistically is the easiest for the customer. The easier it is to submit a ticket, the better. So there aren’t a ton of fields asking what you need to select here and there just to get something done. Just a title, a description, and optionally an attachment. So that’s the simple method, but of course, you can also provide customers with a more detailed option if they prefer that. These will then come to you as the reseller, where you can either use the ticketing system we have in our platform, or in the admin interface. And you can also integrate with existing ticketing systems. So the tickets will be directed there. I thought I’d take a look at the settings first, before I go into the shops, which I’ll cover at the end. There are quite a few settings that customers can configure. Account settings typically include things like Here, you have addresses, and you have email and so on. Contact points, personal settings, and so on. which notifications they would like to receive. If they want to receive it in the notification bar up here, I see that we have a ticket registered, we’ve updated two subscriptions, and so on. So they appear here. You can configure that here. If you want it by email as well, I’ve probably received quite a few emails by now. So there are quite a few things you can do here. This isn’t something you change on a daily basis. Company details again, addresses, the currency you transact in, the company name, and so on. Next, we have the user management. That might be a bit more relevant. Here, you can add multiple users. Here, I’ve only added myself as the user. the only user employed in this company. But here, it’s easy to add new users. Then I can add Fred, for example. He will be set up as just a regular user. He doesn't need to do much. He will just be registered here. he can be an inactive user for the time being. This is how you can manage user roles. But if you have many users, you might want to do an import of the different users So you can go ahead and import users directly. via a CSV file or through other integrations. Security It’s about setting up SSO. So, if you want to set up a domain, at least for the reseller’s domain, you can do that. And you’ll need to check here what needs to be done. You’ll need to register it with the domain, of course. If it's with Microsoft, then check how you can log in with them via SSO. So, it’s fully possible. When you purchase a service, you will always need to enter into a contract as well, or at least if the reseller has set it up. So the reseller can set up contracts, and link them to each service so that a contract is made with the customer. and then you can avoid handling it later. So this becomes an electronically signed agreement. You can see the agreement here. The signing and approval here. And the reseller will also be able to view this on their portal And finally, we have the audit log. Here, you can see what has been done. Now, we can see what I’ve done today I’ve approved an order. I’ve logged out and logged back in. And so on. Yes. So that was the overall overview, the general things you can do in the platform. And of course what we are trying to achieve. is essentially to get in and encourage the customer to buy more from you. Because this, what we see here is the orders you have sold an overview of this customer But what we have here are two storefronts. One of them is, is the productshop which is a regular, webshop, like we are familiar with. Where products are sold. And here, you can add all products you can import from a distributor, via CSV or directly through integrations. You can also add it manually, as we’ve done here, this is built manually. you add images so, it looks good text, prices, you can enter stock status, and so on. It’s entirely up to you as the reseller how you want it to look so the customer can easily shop. Here you can include filters, so you can add both filters and properties making it easy for the customer to filter and find what they need. If their, for example interested in buying a cable. It should be four meters long. It needs to be black There are no available ones in that length. but it´s a orange cabel But, here you can choose and use filters if there is many products available. I have very few products in this demo Typically, you would usually have many more products. What we’re seeing more and more as a trend is that customers want a customized webshop. So that you have a limited selection of products, with the customer deciding what they want to see, rather than being overwhelmed by thousands of items. And then you can also allow your users to log in and place orders themselves. So you have a narrow selection of items that they can purchase. For example, new employees can log in and purchase items directly through the platform. And they have a certain budget they can spend. So they only see this laptop and these two phones. and this four mouses or what you decide This is a typical trend we see More customer-tailored. And that’s a possibility you can set up in the platform Finally, Now, I’ll show you the services shop. which contains a bit more. Based on products, we can build services. Services are more than just a product. A product is essentially, a price, an image, and a few options. but services include more A service is a subscription. So, there you have more options when making a purchase. Products and the subscription aspect of it. We can take a look at this, for example. WatchGuard-product It’s a security product that’s been built. And when you build resources, it’s again about images, text, and what the customer can see Jeg kan vise litt på de forskjellige også. Orgbrain, for eksempel, which is a Norwegian software company, released a board tool. Here, you can see that we’ve built several editions as well. So you have the option to let the customer choose. multiple editions that they can purchase. This gives the customer more options in the purchasing process. so lets take a look at this you have more options you can choose quantity. Here you can register I’m already logged into the customer portal so I don't have to do that today but, I can change it here If I am making a purchase for someone else These options appear at the end. I have chosen this service but how would I like my subscription to be? here, it has already been selected because I have set the default It should have a contract period of one year, and I will invoice annually. 12 months upfront. You can allow the user to change this. if they want to You can provide fewer options, for example when we do things monthly. and pay monthly, you get a smaller bill each time, but every month this should be the customer's choice You can also allow the customer to commit to a longer period and offer extra discounts for that. Here, we see that we’re offering a 20% discount, if they commit for three years. The reseller has the option to set up multiple options here. This is fully configurable month to month. There are three months, seven months etc These are the most common options we use. Payment methods, typically, it's invoicing for these types of things. So, we will keep this when you have chosen how you want it you can see a Summary. Just to see what you’re committing to. And then, complete the order. And here comes the agreement we’re talking about. The service has an agreement linked to it. Customer accept And then you get a signed agreement like this. So that both the reseller and the customer have an agreement. between them to use this service. This saves an incredible amount of work compared to using other signing methods. or other tools So you can save money as well so that it The customer has now bought a products When we look in the provider portal, the order has come in and is accepted. So the order is accepted And the reseller will now need to approve it. This can happen automatically, if you set up rules for it or the reseller can approve it manually. As the reseller, I approve this one here. It will then be marked as approved in the customer portal as well. So now the order is confirmed and sent to the distributor And this item will be available for me soon. Yes, so that’s it. I just wanted to quickly show something at the end, Fred. Backup We have some services for which we’ve created a frontend. For example, backup services. You’ve probably been wondering why this is here. that’s for those who have purchased a backup service. I have ordered a backup service under orders. What happens when I purchase a backup service is that I receive the option to get this frontend for my backup solution. This means I get Because we often see, especially with backup solutions, of course. But also other types of services. with storage, computing, and so on. So it can be very complex for the end user. They always need help from the reseller. Help to do things So what we’re trying to do here is essentially simplify the backup part. So that you have, of course, a report. You can see what you have This is the backup of a machine Very simple A Windows 2000 server. Here, we can see that we have a Target, as we call it. Which is a backup. Some jobs have been run here. But as we can see, they are incorrect here. We have findings I’ll say a word about what this is. But it’s more about checking the RPO (Recovery Point Objective) here. How long it has been since the last backup was completed. And then we create a risk assessment based on that. So if it’s two to three days, we create a high-risk alert. So that you need to address the issue. Or the reseller will need to address the issue, actually. But here, the customer can refer to this. They can also analyze the details and so on for the client. But you can also do much more. They can restart jobs if they wish to. They can perform a recovery. then restart a job. It’s simple and straightforward. Start Backup It could be because, for example, they have made changes on your file server. or are about to do something. So they would want to perform a backup beforehand. Then, you can allow them to do it themselves. And they won’t have to call you as the reseller. They can also make it easier to restore from here. If they allow it. Then it is possible to do that as well Direct from here But it’s also possible. Of course, you can also deactivate the backup so that it doesn’t run. We’ve also seen many requests for that. If you want to ensure that the backup doesn’t run that night. So the customer can perform these simple tasks. That’s really all I had planned to show in this demo Yes. Thank you very much, Lars. That was a great demo of our customer portal module. I have a couple of questions. that I would like to discuss with you. If a reseller wants to start using the customer portal, How difficult is it to get started? are there any dependencies or anything? things to consider before getting started? First of all, you need to have the ZaveIT platform. You need to have the admin section. It also obviously depends on what you plan to sell. But there are a few things you need to consider before making a customer portal available. What is it that we want to do with the customer portal? What do we want the customer to have access to? What do we want to achieve? Do we want to sell more products, for example? Do we want to sell services there? Do we just want to provide information? Do we want them to have access to this backup feature to simplify things? And once that’s clarified, it’s basically all set, how should it look? My services I need to brand my services I need to brand my portal And build up that And after that, it’s really just a matter of importing. the products you’ve selected and putting them together. into services or simply have them in a product shop. It’s really those preparations that are key. The biggest task is really figuring out what you actually want. Because the customer portal will then appear That is nice Everybody wants that This is the main job, It does require some upfront planning. Great Yes. But the actual work can be quite tedious. But is the ambition with the customer portal for customers to be able to do self-service? Is that what it’s about? Yes, absolutely. The platform is very much about automation. And to achieve automation, you also need to get your customers to join in on that automation journey. Exactly, right? So that they don’t call you for the smallest thing. Get them to go into the self-service portal and handle these tasks themselves. Send you a ticket or purchase the mouse that we’re missing. or buy the PC and phone for the new employee. Right? and order the Microsoft license they need. Yes, so it’s really about that. Are there any upcoming developments regarding the customer portals? Things you didn’t get to show today? That could be interesting for those listening to hear about? Yes, there’s always a lot coming. Always some improvements and new features. So I won’t say too much here today, but there are some new things coming. No, I won’t say too much right now. I see. But I think we should just wrap up here by saying that we will, of course, send out the recording of this webinar. so you can watch it at your own pace and convenience. I see that I’ve received another question in the chat now. What about customers who already have a well-functioning online store in place? som de eventuelt ønsker å beholde? Are there any conflicts in offering a customer portal in that case? No, there isn’t. We support links. It’s one of the things we’re working on. For example, here, it’s possible to replace the support link when you click on it. Instead of coming here, you can go to their existing ticketing system. We do the same thing on the product shop as well. When you click on the product shop, it will direct you to their existing product shop. And we have the ability to embed most things. I haven’t shown any of that here, But in the admin, you can embed things into your website. if you want to. Yes, there are many possibilities around that. both for links, and so on. Great Like I said, I think we should wrap up now. I just want to say, in closing, If you have any questions about pricing, or need more information, feel free to contact us at ZaveIT Otherwise, I wish everyone a fantastic day ahead. And a great weekend when the time comes! have a great weekend! Thank you