Technology services, IT solutions and managed servicesIT Solutions & Managed Services Provider
An IT services provider replaced its legacy customer portal with a branded Lightning community for service requests, contracts, and invoices.
An IT solutions and managed services provider supports business customers under service contracts. Customers used an older portal to open service requests and check contracts, and invoices were only available by asking the team.
The challenge
The legacy portal did not match the company's brand, contract details were shown inconsistently, and customers had no easy way to submit a request tied to the right contract or upload files. Super users could not see every request for their company, and customers could not view or download invoices on their own.
The solution
SiiMPLY7 built a branded Lightning community with service requests, service contracts, and account pages, styled to match the company website. The team added a custom new service request form with file upload, sharing sets so super users see all company requests, and read-only contract views by contract type. Later, Conga-generated invoices were exposed so customers can view, download, and print them.
Implementation highlights
What we built.
- Branded Lightning community matched to the company website
- Custom service request form with file upload
- Super-user visibility into all company service requests
- Contract views tailored to each contract type
- Customer invoice page with view and download
Results
Customers open requests against the right contracts
Customers download invoices without asking the team
The portal now matches the company brand
Engagement summary
The community launched after a short build with weekly reviews and team training so the client could manage content. The client later returned to add invoice access, delivered in about three weeks.
What's next
With invoices online, the portal became the single place for customers to manage their service relationship.
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