Customer platform
The answers people ring
your call centre for
A secure account portal for banks, insurers, utilities and telecoms: balances and statements, document retrieval, service requests with visible SLA clocks, and payment self-service. It reads from your systems of record in real time, so the portal and the agent's screen never tell a customer two different things.
- Cloud
- Private cloud
- On-premise
- Hybrid
Overview
Self-service for accounts, documents and requests, built so the answers are correct rather than merely available.
A portal earns its keep by deflecting contacts, and contacts are only deflected when the customer trusts what they see. So the design decision that matters is freshness: balances, statuses and documents are read through to the source system with a displayed timestamp, and where a source is unavailable the portal says so rather than showing a stale figure without comment. Identity uses OIDC against Okta or Microsoft Entra ID with step-up authentication before anything sensitive, and authorisation is enforced at field level, so a joint account holder sees what their mandate allows and nothing beyond it.
Service requests carry categories, required evidence, an SLA clock that starts on submission and a visible history of every action, including internal reassignment. Every write is recorded with actor, timestamp, before and after values. A portal is the wrong investment where customers interact with you once or twice a year: adoption stays under 10%, and a well-built email flow with a payment link will deflect more contacts for a fraction of the cost.
- 27% fewer status and balance calls within two quarters at Cordage Bank
- Call deflection
- 84% of invited customers complete registration, helped by passkey enrolment
- First-login completion
- Median 2.1 days against 5.4 days for the same request types by email
- Request cycle time
- About 60,000 posted statements a year withdrawn after opt-out reached 46%
- Statement cost
Modules
What ships in the box
- Identity, authentication and delegated access
- Accounts, balances and entitlements
- Documents, statements and archive
- Service requests and secure messaging
- Payments and billing self-service
- Notifications, consent and preferences
Integrates with
- Okta
- Microsoft Entra ID
- Salesforce Service Cloud
- ServiceNow
- SAP S/4HANA
- Twilio
- DocuSign
- Stripe
Capabilities
What it does
Federated sign-in with step-up
OIDC against Okta or Microsoft Entra ID with passkeys and one-time codes, plus step-up authentication before payment instructions, mandate changes or downloads classed as sensitive.
Field-level authorisation
Access is evaluated per field, not per page, so a delegate, a joint holder and a primary customer see three versions of one account view without maintaining three separate screens.
Read-through account views
Balances and statuses are fetched from the system of record with a freshness stamp and a circuit breaker. When a source is down the portal says so instead of showing a stale number.
Document vault with retention
Statements, policies and certificates are served over short-lived signed URLs, indexed by period and type, with retention rules per document class and every download logged.
Service requests with SLA clocks
Each request type defines required evidence, routing and a response target. The customer sees the clock, the pauses and who holds the request, which removes most chase-up calls.
Secure messaging threads
Conversations attach to an account or request rather than floating in an inbox, keep attachments inside the vault, and carry the full agent history when a case moves between teams.
Payments and mandates
One-off payments, scheduled instructions and mandate changes, each confirmed with a reference the contact centre can search and reconciled against the billing system the same day.
Consent and communication preferences
Channel and purpose consents are versioned with capture timestamp and source, and exposed to downstream systems by API, so a withdrawal takes effect everywhere within minutes.
Built for
Where this is deployed
Industry
Banking & Financial Services
Payment rails, risk engines and core-adjacent systems built by people who have run them at 03:00 on a settlement night.
Industry
Energy & Utilities
Meter data, settlement and grid integration for organisations where a rounding error becomes a regulatory finding.
Industry
Telecom & Media
OSS, BSS and delivery platforms that keep working after launch night.
Industry
Public Sector
Digital services that work for everyone who has to use them, including on a five-year-old phone.
Industry
Healthcare & Life Sciences
Clinical and regulated software built to pass an audit, not just a demo.
FAQ
Questions we get asked
- Does the portal store a copy of our customer data?
Only what it must: identity links, consents, requests, messages and documents you choose to place in the vault. Balances, statuses and entitlements are read through to your systems on request and cached for seconds, not days, which keeps the portal out of scope as a second system of record.
- How do delegated and business users work?
A person can hold several relationships, each with its own permission set and expiry. A company administrator grants colleagues scoped access, a family member can be given view-only rights to one account, and every delegated action records both the acting user and the account owner.
- What happens when a back-end system is offline?
Each integration sits behind a circuit breaker with a defined degraded mode. The portal continues to serve documents, messages and request submission, and marks the affected panels as temporarily unavailable with the time of the last successful read.
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