Product support
Let customers find technical documentation, ask product questions and raise support tickets with the relevant product details attached.
Connected customer service & support portals
Make getting help a breeze.
Give your customers one place to find answers, raise an issue and stay in the loop. Built with DataFlex, your portal brings their products, deliveries and service agreements into the conversation, so getting help feels personal and straightforward.
Watch at your own pace. No form required.
Your customers are waiting. Your team is chasing.
A customer needs a technical answer, the right product document or an update on a delivery. The information is available, but spread across different systems. Getting help still means calling, emailing or explaining the same issue again.
Customers are left wondering whether anyone is on it. Your team spends its time pulling information together, chasing answers and trying to keep customers informed.
- Technical documents and product answers have to be tracked down before the customer can act.
- Support requests arrive without the product or order details your team needs.
- Delivery enquiries move between teams while customers wait for an answer.
- Case history and customer agreements are scattered across systems and email threads.
A portal that feels made for them.
Their agreements. Their priorities. Their way of doing business with you. Build these into a support portal that puts relevant answers at their fingertips and makes every next step easy. From a technical question to a delivery enquiry, give customers an experience that feels like you know them.
Bring the help your customers need together:
Support requests
Let customers describe their question, attach relevant information and continue the conversation with your team. Keep responses and next steps with the request.
Delivery enquiries
Give customers a place to ask about their delivery, with relevant order and shipment information available to your team. Keep the response and progress visible.
See it in practice: HalifaxDataFlex provides the foundation to build and evolve the portal, connecting customer, product and delivery information from your existing systems. Start with one support journey and extend it as your services and requirements change.
For the Netherlands, discuss your implementation with Data Access Europe. In the Nordics, we work with Front IoT. Your IT team or existing systems integrator can stay involved.
Customers are looked after. Your team has the full picture.
Help customers find their own answer.
Put relevant technical documentation and product information within reach. Give customers a clear route to your team when they need more help.
Start with the whole story.
Connect support tickets to customer, product and delivery records. Keep messages, documents and previous actions with the case, so customers can continue the conversation and your team can act on it.
Keep customers in the loop.
Show the status, latest response and next step for support requests and delivery enquiries. Let customers add information and continue the conversation in the same place.
Make your service agreements count.
Reflect each customer’s service arrangements, response priorities and escalation needs in the portal. Adapt the experience as products, agreements and support requirements change.
Demos
Follow a request through to resolution.
Explore recorded demonstrations at your own pace. See the customer’s view and the service team’s view of the same case, from the first question to the final response.
[ADD: the existing rebate demonstration, with an accurate caption identifying it as a demonstration.]
Rebate request
Customer rebate request
Follow a customer rebate request through a demonstration: sales and finance data come together, the request is reviewed and a person confirms the decision before it is recorded.
[ADD: recording]
[ADD: process]
[ADD: recording title]
[ADD: available recordings, labelled by process, with a short description of what each shows.]
[ADD: recording]
[ADD: process]
[ADD: recording title]
[ADD: short description of what this recording shows.]
Download the fact sheet or explore your own customer service and support requirements with us.
Built with DataFlex
Proven in practice: Halifax.
Halifax is a warranty and aftersales portal built with DataFlex. Manufacturers use it to connect dealers, distributors, service teams and customers in one structured workflow: claims are validated, parts and costs are tracked and every stakeholder can follow progress.
It shows what a connected DataFlex portal looks like at scale, with returns, service requests and campaigns handled in the same place.
- affiliated dealers worldwide
- 20,000+
- processes in one portal: warranty, support desk, campaigns and returns
- 4
We improved the communication with our dealers and distributors worldwide.
A customer example
[ADD: customer name and relevant operational context]
The problem
[Describe the original process, its workarounds and the business consequence.]
The application
[Explain the workflow delivered and the systems connected.]
The result
[Add a verified improvement, with its measurement period and source.]
How it evolved
[Give a confirmed example of the application adapting to a later requirement.]
[ADD: approved quotation with the speaker's name, role and company.]
How it works
A support portal shaped around your customers.
Your service team and local implementation partner work through five stages, shaping the portal around your customers and daily support work.
- 01
Blueprint
Map how customers find help, submit requests and receive updates, and how your service team responds. Identify the users, service agreements, information flows and system connections, then agree the scope and first release.
- 02
Design
Turn the requirements into a functional and technical design. Use descriptions, process flows and mockups to define how customers find documents, raise tickets and follow cases, and how your team responds. Agree the design before development starts.
- 03
Build & Integrate
Your implementation partner builds the portal and integrations in DataFlex, following the agreed design. Implement case workflows, access rights, data connections and service rules. Test with customers and service colleagues using real product questions and delivery enquiries.
- 04
Prepare & Launch
Configure request types, notifications and access for daily use. Help administrators manage the settings and train service colleagues and customer users. Launch in a controlled way, for example with a selected customer group first.
- 05
Improve & Scale
Use feedback from live support cases to improve the experience and case handling. Extend the portal to more customers, products and service processes, adding integrations and functionality as your organisation’s needs grow.
Questions before you take the next step
We assess the connections to your ERP, CRM and other systems during the blueprint stage. The starting point is to work with the systems and data you already rely on. We connect to SAP, Navision, MS Dynamics, [ADD: other supported systems] and many others.
Yes. Shape available information, request types and escalation routes around your customer agreements. Define how support requests reach the right team and how customers receive updates.
Start with a support problem, how your team handles it today and the systems involved. We develop the requirements together, then use descriptions, process flows and mockups to agree the design before development.
You decide what each customer or user can access and which actions they can take. Build those permissions into the portal, so users can view relevant documentation, submit support requests or add replies according to their role and customer account.
That depends on the request types, service rules and system connections in the first release. Agree a focused scope and delivery proposal before development, then extend the portal as needed.
For the Netherlands, Data Access Europe can take care of building and supporting your portal. In the Nordics, we work with Front IoT. We’re happy to bring your IT team or existing systems integrator up to speed too!
Give every customer a clear next step.
When customers need help, they want an answer and a clear next step. A DataFlex support portal can help them find relevant information, stay in touch and follow their request through to resolution.
Watch at your own pace. No form required.