Capability 05
Customer & Employee Portals
Customers, partners and staff without system access keep asking, because they cannot see anything. A portal makes the current state visible without anyone having to ask.
Contributes to
A capability is a means. The linked areas describe what it is used for.
Scope
What specifically gets built.
Every line is a commitment about future work — none of it is a claim about completed projects.
Sign-in with roles and separated views
Case status, documents and history in one place
Self-service for recurring requests
Forms that start a case directly
Notification on status change
Technology
The decisions behind it.
Categories rather than vendor names — which product is used depends on your existing systems.
- Sign-in via existing company accounts where possible
- Tenant separation at the data layer
- Document access only through signed, expiring links
Out of scope
What is not included.
So that no time in the intro call is spent on an expectation we do not meet anyway.
- No social network and no community platform
- No shop and no payment processing
- No open area without sign-in for confidential cases
These eight capabilities are means, not offerings. Which of them are used follows from the process — not the other way round. If you are not sure which ones you need, that is the normal case and not a problem.