Tips before getting started with

your implementation

1 Focus group
Get a good representation of the organization together in a focus group.
This focus group tests the front-end of the self-service portal. Listen to
what the members have to say and make sure they are enthusiastic.
Enthusiastic members of the focus group make excellent ambassadors
for your self-service portal.

2 Project group
Create a project group and make sure all project members have enough
time to spend on the self-service portal. Why? Because the project group
ensures that the technical aspects and the processes of the SSP’s back-
end are in order.

3 Self-service portal branding

Think of a fun name for the self-service portal that people remember,
and promote this name. Consider involving your organization in coming
up with a name. How? Hold a competition with a fun prize for whoever
comes up with the best name.

Make sure you match the look and feel of the portal with your
organization’s branding. Try to incorporate your logo and organizational
colours.

4 Announcement at the service desk

Record a voicemail for the service desk that tells employees they’ll soon
be able to create a call through the self-service portal. Or put up a notice
at the physical service desk.

5 Newsletter
Create a newsletter and tell your customers that the self-service portal is
almost ready. You can also use this newsletter during the implementation.

6 Customer experience
Map the current customer experience. Show what problems customers
currently have and explain what needs to be improved.