Hi all,
I’m currently designing a CSM portal for our Managed Service clients and would be really interested to see any innovative approaches others have taken.
Our primary use case is enabling clients to:
• Raise enhancement requests directly into our delivery queue
• View historic requests and their current status
• Approve scoped / estimated work
• Track consumption against a pre-agreed enhancement entitlement (points-based)
• Understand what is available vs committed vs already delivered
We’re particularly trying to move away from a traditional “case management” feel and instead provide a clearer view of value delivered and remaining capacity, so any examples that surface things like entitlement usage, approvals, or delivery forecasting would be really helpful.
If anyone has screenshots, mock-ups, or lessons learned around what clients actually engage with (or ignore!), I’d love to see them!!
Thanks in advance
