Example CSM Portals

[Frankee]

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

[vaishali231]

hey @Frankee 

Biggest learning for us: if the portal feels like “Case Management”, customers don’t really engage with it. What they do engage with is anything that clearly shows entitlement remaining + what’s next + approvals.
A few patterns that worked well:
1) Dashboard focused on entitlement
Instead of landing on “My Requests”, we made the homepage show:
Total points
Delivered points
Approved/Committed points
Remaining points
Anything waiting for customer approval

This was the single biggest improvement in adoption.
2) Enhancements as backlog items
We avoided “raise a case” wording and used “Submit Enhancement”.
The form was kept simple and business-friendly (outcome, impact, priority, attachments).
3) Roadmap / board view
Customers preferred a kanban style view (New - Scoped - Awaiting Approval - In Progress - Delivered) rather than a list of records.
4) Approvals made easy
We surfaced approvals directly on the dashboard with Approve/Reject buttons.
If customers have to open a record form to approve, they tend to ignore it.
5) Points ledger
We added a “Points Usage” page which is basically a statement:
enhancement name
points approved
points delivered
delivery date

Customers actually used this a lot, especially during QBRs.
Also worth noting: customers generally don’t care about activity streams, ITSM fields, or long record history unless something is blocked.
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Regards

Vaishali Singh

[vaishali231]

hey @Frankee 

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread . This will help other readers find the solution more easily.

Regards,
Vaishali Singh