Customer Dashboard
Open tickets, tickets waiting for the customer, change requests waiting for approval and their value, and tickets waiting for feedback, all on the customer's home page.
MII Applications on Oracle Technology
MII Customer Portal: One Secure Place for Your Customers
Give your customers their own sign-in to raise and follow support tickets, approve change requests, request 24x7 support and rate your service. The portal is built in modules, so more services can be added as your business needs them.
Why MII Customer Portal
Customers want answers without waiting on the phone, and they want to see what they are paying for. MII Customer Portal gives each of your customers a branded, secure portal where they can follow their requests, approve work, and see the service they receive.
It is built on Oracle Technology products and connected directly to MII Helpdesk, so customers and your support team always look at the same ticket, the same change request and the same SLA.
Key Features
Raise and Follow Tickets
Customers raise tickets on a help topic and support project, attach files, reply, and close tickets when they are satisfied. They see the status and the SLA due times of every ticket, and never your internal notes.
Customer Users and Superusers
Each customer company gets its own users. A user sees the tickets they raised; a customer superuser sees every ticket of their company, and never those of other customers.
Approve Change Requests
When work is outside the support scope, the customer receives the change request with effort and cost. They approve it, or ask for a revision with fewer man-days or a lower price, and download the change request as a PDF.
Request 24x7 Support
Customers who have opted for round-the-clock support can request it on an urgent ticket, with the reason and a contact person, and follow the request until it is approved.
Rate the Service
Customers rate resolved and closed tickets from 1 to 5, say whether the issue was solved, and suggest improvements.
Export Their Data
Customers can download their ticket list to CSV for their own reviews and reporting.
Built to Grow
The portal is a framework of modules: each customer user sees only the modules their responsibilities allow. Helpdesk is the first module; order status, field service and others can be added to the same portal and the same sign-in.
Business Benefits
- Fewer status calls and e-mails to your support team
- Faster approval of change requests, so billable work starts sooner
- Customers see SLAs and outcomes, building trust and renewals
- Feedback on every closed ticket shows where service can improve
- One portal and one sign-in for every service you offer your customers
Built on Oracle Technology Products
MII Customer Portal is built on Oracle Technology products and the Oracle database. It runs in any browser, on your premises or in the cloud, and shares data with MII Helpdesk and MII ERP+.
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