IDI’s Customer Portal is an intuitive digital platform that lets your subscribers be more self-sufficient in managing their bills and helps you significantly reduce support costs and call volumes. Subscribers can quickly and easily register for a customer portal account and then have access to the following self-service functions:
View summary account information and manage passwords.
View service and product details for an account.
View current and historical usage data.
View bills and download PDFs.
Manage information related to contacts, notifications, and their user profile.
Make one-time payments and set up auto-pay accounts.
Manage paperless billing options.
The portal is designed for optimal display on desktop, tablet, and mobile screen sizes. It supports all browsers; however, Edge, Chrome or Safari is recommended for best results. Any device with a web browser is supported. Specific interface experiences are provided for handheld, tablet, and desktop form factors.
Flexible configuration options let you control branding and subscriber capabilities on a market basis. An open framework and APIs support integration to your existing systems and third-party applications.
All portal configuration and user administration is done in Customer Care. This means your customer service representatives are no longer required to have special permissions in the Security module to manage customer accounts.
To facilitate transitioning from OnlineBill to Customer Portal, your subscribers will not have to re-register their OnlineBill accounts or reset their passwords. OnlineBill accounts are automatically migrated to the Customer Portal. And you can use both applications in production at the same time to further ease the transition.
Note: Customer Portal is available as a purchasable feature and is not included in the SaaS hosting fee. A fully functional preview version of the application is available to all customers for evaluation; however, a message will be displayed on every page indicating the version is for preview only.
Prerequisites
The Customer Portal is a platform application, meaning it is not subject to versioning. The initial release is available as of January 2024. IDI platform version 24.1 and higher is required for administrative functions in Customer Care.
Paymentus is the only supported payment processor for Customer Portal, so you’ll need to establish a relationship with Paymentus prior to deploying this functionality.
Customer Portal requires you to have the Communications web module enabled to run in your system. If you don't currently use Communications, contact your account manager to arrange for this.
Licensing
Customer Portal is available with two licensing options.
Standard license: provides standard electronic bill payment and presentment
Self-Service license: includes standard capability plus the following additional capabilities
Tickets integration
Chat (using Team Support)
Custom Pages (may require customer engineering)
Contact your account manager to arrange for a licensing to meet your requirements.
Note that using the portal in Preview mode (with no license) provides access to both standard and self-service capabilities with a preview banner on the application.
This article focuses on how to set up and administer the Customer Portal application.
What’s New
Version | Enhancements |
25.11 | New page for viewing and exporting customer portal users The Administration menu has a new Users option that displays a page for viewing and exporting Customer Portal users. |
25.8 | Single Sign-On and Customizing the Portal View for Subscribers This release provides enhancements to improve administrators' and end-users' overall experience:
Setup requirements for SSO are covered in the Customer Portal Administration section. To see how SSO works, refer to How SSO Works. Service Summary Export Subscribers can now export a list of their services and associated features directly from the Plans & Services page in the Customer Portal. This is equivalent to the functionality that has been available in OnlineBill. While this enhancement is provided with a Customer Portal platform deployment, it is still dependent on having IDI platform version 25.8. |
25.4 | Chat integration Chat integration provides a way for subscribers to access support and reduce call volumes to support representatives. Note: Currently, TeamSupport is the only supported chat provider. If you need to configure a different provider, contact your Account Manager. Administrators can configure TeamSupport as the chat provider for a profile. Subscribers can use TeamSupport chat capability from within Customer Portal. |
25.3 | Traversing corporate structure on corporate accounts The portal view for corporate accounts has been enhanced to facilitate traversing the entire corporate structure. The Account Summary page for any parent-level account (one that has child-level accounts) has a new navigation option for viewing the corporate structure. It opens a new Corporate Account page. From there:
Not Invoice Responsible (NIR) users will not have access to the Manage Wallet, Manage Autopay, and Make Payment pages. This restriction is in place to prevent misapplying payments, which could lead to issues requiring customer support. |
25.2 | Ticket integration and helpful links These self-service enhancements can help you reduce call volume and related expenses for your service centers.
Account lock indicators for Port Outs and SIM Changes In support of FCC compliance guidelines, this lets subscribers indicate when SIM changes and/or port outs are prohibited on their accounts. This is similar to the account lock functionality for Customer Care provided in the 24.11 release. With this functionality:
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24.11 | Broadband labeling In compliance with FCC order 22-86 for broadband service providers, the Plans & Services page in Customer Portal provides a visual indicator and a clickable link when a service has a broadband label. The link is named View Broadband Facts. Clicking it displays the corresponding broadband label. |
24.1 | Initial release |