Offer
Your agency available 24/7, without queuing
Give your clients a modern self-service portal to manage their requests, documents and contracts — without soliciting your team every time.
Talk about your portal projectDoes this sound familiar?
- Your team spends hours answering the same questions by phone or email
- Clients call to find out the status of their file
- Documents are sent by email, lost, requested again
- A team departure collapses client relationship management
- Your opening hours limit clients' access to their information
What RESILIENCE does concretely
- Portal scoping: client journey mapping, definition of priority features
- User-centred UX design: simple, mobile, no training required
- Integration with your existing tools (CRM, ERP, messaging)
- Deployment and user acceptance testing with your teams
- Training and onboarding documentation
- Post-deployment monitoring with performance indicators
Driving client adoption of your portal
An unused portal doesn't reduce calls. RESILIENCE treats adoption as a deliverable in its own right, not an afterthought at the end of the project.
- Launch communication tailored to your clients (email, letter, in-branch)
- Simplified first-login journey to maximise completion
- Support for your teams to actively redirect clients to the portal
- Adoption rate tracking with corrective actions if usage doesn't take off
Concrete deliverables
Journey mapping
Complete visualisation of client interactions before/after portal
Prioritised backlog
Ordered list of features by value and feasibility
Priority features
High-impact features identified and delivered first
Detailed roadmap
Full sequence with milestones and owners
Tracking KPIs
Dashboard: call volume, delays, client satisfaction
Expected results
–60%
inbound calls on routine requests
24/7
client access to their information
×3
faster request processing