Relaunching our customer portal has been a journey shaped by reflection, investment, and a clear ambition to redefine how our customers interact with us.
Over the past year, we spent considerable time speaking with clients of all sizes, carefully gathering their suggestions, and working tirelessly to bring those ideas to life. It was never enough to build another portal.
Every managed service provider has one, and all strive to direct users towards it. We wanted something more that would truly stand out from the crowded world of online service centres.
We wanted a customer experience that was distinctly different, more intuitive, more tailored, and more valuable. In 2025, as we look ahead, the portal will be at the core of how we serve you.
In 2024, we paused to take stock. We looked at every aspect of our service delivery, asking ourselves what we were doing well and where to improve.
Rather than just adding more features, we sought to create a fresh foundation. We asked our customers, large and small, what they truly needed.
It’s not just empty words; we had over 100 tickets logged explicitly asking us to enhance our services in different ways, and we loved and implemented every single one of them! We are nothing without our customers.
Every single one of those requests for improvement came from our customer portal.
One client mentioned wanting to see their Microsoft 365 licences at a glance to understand whether they were paying for no longer required accounts.
We took that on board, and now every customer can track their M365 spending directly on our portal. This transparency helps control costs and ensures that accounts remain tidy and accurate.
We responded by introducing a guided experience that makes it easy for anyone, regardless of technical expertise, to submit well-defined requests to transform their own SharePoint Environment using Webvine and InjioGo.
The portal now guides users through each step, ensuring our team receives all the correct information from the outset. This helps us deliver solutions faster and with fewer delays, benefitting everyone involved.
In 2025, ask yourself, ” Does my intranet look as good as this? Are people using SharePoint to collaborate? Is our data safe and secure as we collaborate with our partners?” We have solutions to turn every one of those questions into a yes. Reach out to us via the customer portal.
We have streamlined the process of creating and managing user accounts considerably. In the past, setting up a new user could sometimes involve back-and-forth queries and clarifications.
Now, our new user request forms gather all the essential details in a single step, enabling us to provision accounts accurately and swiftly.
We have seen the time it takes to serve these requests drop by over eighty per cent.
The same approach applies to offboarding a user, where a carefully designed, menu-driven form ensures the process is straightforward and secure.
The portal’s design also reflects our understanding that sometimes, you need to log a ticket and move on.
We have removed unnecessary clutter so that if your main goal is to report an issue, you can do so immediately upon logging in. There is no need to navigate through multiple menus or read complicated instructions. When you enter the portal, you are greeted with the necessary tools and prompts.
Branding and personalisation are equally important. If your business regularly uses particular applications, such as Xero or Employment Hero, you can incorporate these into your portal view.
Logging in should feel like coming into your workspace with familiar tools and design elements that reflect your organisation’s identity. If your team needs guidance on how to make the most of these features, we have you covered.
We have invested significantly in a dedicated studio and the production of training videos to empower you and your users.
Our portal now hosts a series of short, focused videos, each designed to help you quickly solve a particular challenge.
These resources will help you and your team become more self-sufficient, from learning how to sync files properly in OneDrive to resolving a unique printer issue.
We want your feedback!
Are your using struggling with Teams?
Are the new features of Outlook confusing your users?
Reach out, and we’ll record customer videos to help train your staff to make the most of your technology investments.
This video content, embedded directly into the portal, gives you immediate access to helpful guidance without ever leaving the platform.
But wait, there’s more!
The portal is now your single reference point for everything related to your relationship with us. You can see your open tickets, keep an eye on our performance, and keep us honest by submitting satisfaction surveys at every step of your journey with us
If you manage a team, you can track your staff’s requests to help us, help you.
You will find all that information in our integrated planner, a long term view of our partnership with you, if you need to review open quotes, projects, or our standing recommendations for your organisation.
We believe that knowledge should be centralised, accessible, and easy to digest.
If you are concerned about security and data integrity, the portal can help there too.
You can check if your staff’s accounts have ever been involved in a data breach, ensuring you are always aware of potential risks.
The portal’s infrastructure management section also allows you to keep track of hardware assets, reducing the chance of lost or unaccounted-for devices.
The portal’s relaunch is not just about viewing information.
We have started with the basics of transparency and ease of access, but our vision extends far beyond these initial features.
Shortly, you can do much more than request services.
Want to have new user accounts created instantly? Soon, you will be able to.
Want to spin up a server in the cloud for temporary testing, then spin it back down to avoid surprises on your bill? That is on the horizon.
We aim to make the portal a dynamic hub that shows you what you need to know and empowers you to take decisive action.
Chief Customer Officer (CCO)
Mark Boyd is a Chief Customer Officer (CCO), plays a key executive role responsible for overseeing the entire customer experience within alltasksIT. The CCO serves as the voice of the customer at the highest levels of the company, ensuring that customer-centric strategies are developed and implemented across all departments.
