EXPERIENCE CLOUD
Self-service people choose over emailing you
Portals for customers, partners and members, built on live CRM data, with a task list short enough that visitors finish what they came for.
A portal fails when it’s a login wall in front of a PDF. People try it once, don’t find their answer, and go back to email — permanently.
We build portals around the five jobs your visitors actually arrive to do, verified against your inbound case and email volumes. Everything else goes into navigation, not onto the landing page. Because the portal reads and writes live CRM records, a status shown to a customer is the same status your agent sees, which is what makes people trust it enough to come back.
What you get
- Built from your top case drivers, so deflection is designed rather than hoped for.
- Live record access — orders, cases, claims, applications, renewals — with correct sharing.
- Partner enablement: deal registration, lead distribution, co-selling visibility.
- Branded to your identity, not to a template, with an accessible component set.
- SSO and self-registration flows that don’t create duplicate contacts.
- Measurable: deflection rate, task completion, and case volume by driver.
Features
Site design and theming (LWR or Aura) · Custom LWC components · Guest and authenticated access models · Sharing sets and sharing rules · Self-registration, SSO, SCIM · Knowledge surfacing and search · Case deflection and creation flows · Partner deal registration and lead distribution · File and document access · Multilingual sites · Accessibility conformance (WCAG 2.2 AA)
How we run it
01 Case-driver analysis and job definition · 02 IA and journey design · 03 Component and theme build · 04 Sharing and security model · 05 Pilot with a customer cohort · 06 Deflection measurement and iteration
What you receive
Job-to-be-done list ranked by volume · Site IA and wireframes · Themed site with custom components · Sharing model documentation · Accessibility audit · Deflection dashboard · Content maintenance guide
Common questions
LWR or Aura?
LWR for performance and modern component work, which is our default. Aura only where a required feature hasn’t yet reached LWR.
Will it actually reduce cases?
Only if it’s built from case drivers. We baseline volume by driver first so the effect is measurable rather than asserted.
How do we stop duplicate contacts at registration?
Matching rules on self-registration plus a verification step, designed with your data model before launch.
Can external users see the wrong records?
Not if the sharing model is designed properly — which is why we document and test it explicitly, including guest access.
Start here
Tell us what your CRM is getting wrong
Thirty minutes with a consultant, not a salesperson. You’ll leave the call with at least one thing you can fix yourself — whether or not you hire us.
Prefer email? hello@zeptglobal.com · Typical reply time: one business day