Business systems & portals
Bring the business process into one place.
Self service applications that connect customers, staff and partners to the records and workflows they need.
Customer
Submit information and follow progress
Operations
Review requests and resolve exceptions
System of record
Keep authoritative data consistent
An online form should not create another manual handoff
The fragile approach
A portal disconnected from operations
The customer submits information online, but staff still re-enter it and answer status questions manually.
The intended approach
A connected service journey
Validate information at intake, route work to the right team and expose useful progress to the customer.
An implementation example
Connect the front door to the work behind it
Give customers, partners and staff the right view of the same process. Combine portals, applications and integration so status and ownership do not disappear at a system boundary.
A common view across the customer journey
A SaaS platform serves separate Australian organisations from shared infrastructure.
A failure to account for
A cache key omits the tenant identifier and returns another organisation’s data.
Illustrative scenario, not a customer case study.
Connect the customer experience to operational work.
Account boundaries
Keep customer records, documents and requests within the correct organisation and user role.
Self service workflows
Give users a clear route to submit requests, supply documents and follow the next required action.
Connected records
Integrate the portal with the systems of record and make synchronisation failures visible.
Prepare the conversation
What needs attention in your system?
Select the areas you want to discuss. Download the list to share with your team.
0 areas selected
No. Start with their supported integration boundaries and preserve the records they should continue to own.
Discuss business systems & portals
Bring the workflow, the constraints and the questions your team needs to resolve.