Customer Portals & Service Operations
Give your customers a powerful self-service experience and run efficient, SLA-driven service operations — from requests and incidents to changes and fulfilment.
- Empower customers
- Improve service levels
- Reduce operational cost
A Connected Customer Experience and Service Delivery
Branded portals and a unified service operations platform to manage services, requests, incidents, changes and fulfilment across your customers and business.
Branded Customer Portals
A secure, self-service portal for your customers with real-time service, usage and billing.
Service Operations
Manage requests, incidents, changes, problems and fulfilment in one place.
SLA & Performance
Define SLAs, business hours and priorities with automated tracking and alerts.
Unified Service Management
Link services, assets, orders, billing and support for a complete customer view.
Service Operations Platform
- Service desk for incidents, requests, changes and problems
- SLA engine with first-reply and resolution targets
- Business hours and calendar management (brand, team, plan)
- Automated workflows, task assignment and escalations
- Integration with billing, orders, assets and customer data
- Customer, internal and supplier ticket handling
- Reporting on SLA, volumes, resolution and service performance
End-to-End Service Operations Flow
A simple, automated journey from customer request to resolution and billing (if applicable).
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Customer Request(via portal, email or phone)
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Auto Categorise & Prioritise(rule-based)
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Assign & Manage(to the right team)
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Track Against SLA(with real-time alerts)
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Resolve & Fulfil(service or change)
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Update & Notify(customer and records)
Key Capabilities
- Multi-tenant, branded customer portals
- Asset and service inventory (SIMs, DIDs, sites, etc.)
- Service catalogue and order requests
- Automated fulfilment and service activation
- Real-time usage, invoices and payments
- Customer communications and notifications
- Support tickets (incident, request, change)
- Reporting and service performance analytics
- SLA policies, business hours and escalations
- Integration with CRM, billing and procurement
Real-World Use Cases
Telecom & Connectivity
SIM, broadband, DID, VoIP and managed services.
IT & Managed Services
Cloud, hosting, licences and IT support.
Service Resellers & Multi-Site Businesses
Self-service, usage visibility and service requests across sites.
Business Benefits
Better Customer Experience
Self-service, full visibility and faster resolution.
Higher Operational Efficiency
Automated workflows and reduced manual effort.
SLA Compliance & Control
Meet commitments and improve service quality.
Increased Customer Retention
Proactive, transparent and responsive support.
Scalable & Multi-Site Ready
Works for SMEs to large, multi-site operations.
Deliver a Better Customer Experience
See how NOVACE can power your customer portals and service operations with a free 3-month trial.