Customer-centric strategy for customer portal

The client aimed to further develop its customer portal from a collection of digital services into a central, customer‑centric interaction platform. While various portal capabilities and self‑services already existed, a clear and shared vision, ambition level, and strategic direction were missing. The client needed a holistic target picture covering not only self‑services but the entire customer journey – from onboarding and sales to service and ongoing interaction – as a foundation for consistent prioritization and investment decisions over the coming years.

Eve by Eraneos translated the insights from own benchmarking and deep‑dive analyses into a holistic customer portal vision. Together with the client, a clear ambition level for the portal was defined, covering its future role, customer relevance, and strategic importance. Based on this target picture, Eve by Eraneos developed a three‑year strategy plan with concrete, prioritized measures along the entire end‑to‑end customer journey. The approach ensured that sales, service, communication, and self‑services were consistently aligned and orchestrated within one coherent portal experience.

The project resulted in a clearly articulated portal vision and a structured strategic roadmap for the next three years. The client gained a common understanding of the future role of the customer portal as a central interaction channel across all journeys. The defined measures provided concrete guidance for implementation, prioritization, and investment planning, ensuring that future portal enhancements consistently support customer needs, business objectives, and end‑to‑end experience excellence.

The client is an internationally operating insurance group from Germany.