Customer portal business case
Your CFO wants a number.
We work it out with you.
A customer portal is supposed to take load off your service team and cut costs. But how much does it actually deliver? We use your numbers to work out what changes and when the investment pays off.
Economic levers
Where a customer portal pays off.
Fewer service requests
Customers find documents, information and spare parts on their own. Your service team gains time.
More spare parts revenue
Customers can find and order the parts they need directly. That removes hurdles in the ordering process.
Less manual work
Quotes, follow-up questions and orders create less administrative work.
More business with existing customers
Machines, services and spare parts stay visible and within reach long after the machine is sold.
Two ways
Two ways to your business case.
Run the numbers yourself
Free
You get our ROI calculator free of charge as an Excel file. Enter your numbers and see what economic potential a customer portal has for your company. Your numbers stay with you.
Request the calculatorRun the numbers with us
€750net
We work through your numbers together. We check assumptions, question savings potential and build a solid basis for your management's decision.
In the end you know which savings are realistic, what revenue potential there is and under which conditions a customer portal pays off for your company.
Usually two online sessions, 2 hours in total: in the first we understand your situation, and you get the information you need from us. Then you have time to work through it. In the second session we run the numbers together. No travel costs.
Request a session
Preparation
The numbers you need.
How many machines are in operation at your customers, how many are added each year and how many are retired.
How many people work in customer service, parts inside sales and service support, and what a full-time employee costs.
How many jobs you do each year under warranty or goodwill, and what one costs.
What you spend today on catalogs, printing, shipping or an old portal, your spare parts revenue and the contribution margin on it.
What you do not know exactly, you estimate. The spreadsheet shows right away which number moves your result.
How we calculate
A calculation you can defend internally.
We calculate cautiously: of 100 requests to service, the portal removes about 7, 3 to 11 depending on the company. Money and time are kept apart, because a saved hour only becomes money when a position goes away or you get more done without hiring.
How we know is in our paper.
How does a customer portal pay off?
- 17pages
- 45sources
With the math and all sources. To read and pass on, no sign-up.
Download the paper PDF, 3.1 MB
Who works it out with you
Gerd Bart spent seven years building customer portals for major machine builders.
In 2021 he founded Transaction-Network. Today we help machine builders and operators make their service more profitable. We work every day with manufacturers such as UNITED GRINDING, Schubert, Singulus and Zollern, with operators such as JERMI and Paoluzzo, and with many more.
If it pays off, TN Consulting takes you all the way to implementation.
Request
Request the calculator or a session.
You get a personal reply from Gerd Bart, usually within one business day.
Thank you. Gerd Bart will get back to you.
That did not work. Please write to gerd.bart@transaction-network.com.