Custom customer quality document portals

The document for this specific delivery

A customer asks for the quality certificate for a batch of material they received. A customer service employee finds a certificate in a folder for a product with a similar name, but with a different batch number, so they turn to the delivery record and keep searching. In the portal, the customer opens their delivery, sees the batch and downloads the approved document that covers it. A note that an earlier issue was replaced explains why the file differs from the one the customer has.

This view needs links in the data: someone names the delivery's batch and assigns to it a document approved for sharing. The quality department is responsible for the content and for approving a new issue, and the portal shares the named file with the right customer. When there is no approved document yet, the customer sees the gap and can ask a question.

What it costs and when it pays back

The count covers the work around a case: searching, reading, writing and handing over. What remains is the time to check the result, 10% of today's work in the scenario. Before the quote, we measure both times on 20 to 100 cases the team has already handled, in a free test that takes 5 working days.

The model is not the main part here. It helps match a customer's request from an email to a delivery, and most of the saving comes from linking the batch to the approved document.

First the library or your current quality system

If you use a quality management system, ask the vendor about sharing documents with customers and show them one delivery with a replaced document. With a simpler flow, an organised library is enough: Microsoft describes sharing in SharePoint with people outside the organisation, depending on the organisation's and the site's settings. A guest added as a site member can get edit rights, so you set the scope of permissions separately. A portal is justified when customer service regularly pieces together information from several places and the tools give no easy access to the documents for a specific delivery.

Where to start

The first scope can cover one type of document and the customers who ask most often. The test of the project is one question: does a signed-in customer find the right document for their delivery without contacting customer service. The flow of corrections and approvals is described in document workflow in quality control. We build this kind of rollout as part of AI applications. For the free analysis, a description of one case from recent weeks and of the tools it passed through is enough. You do not need to send confidential documents, and you get a written plan within 2 working days.