Win More Business With The Best Service Using Steelhead's Customer Portal
A game-changing solution that elevates customer interactions. This powerful tool doesn't just enhance customer service – it transforms it.
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Product
Win More Business With The Best Service Using Steelhead's Customer Portal
Identity & metadata
Video title
Win More Business With The Best Service Using Steelhead's Customer Portal
Date published
Set at publish
Duration
4:42
Video type
Overview / Explainer
Audience
Portal administrators, executives, ops and CS leaders onboarding customers inside Steelhead
Video summary
In one sentence
Steelhead Customer Portal replaces phone-tag with self-service: customers see order status,
invoices, quotes, and certs anytime while you tailor branding, permissions, invitations,
and quote-driven access requests inside one configurable hub.
invoices, quotes, and certs anytime while you tailor branding, permissions, invitations,
and quote-driven access requests inside one configurable hub.
What this video covers
It pitches the upgraded portal through customer workloads (status calls vs self-service)
and pillars like instant visibility, operational efficiency, and differentiation from peers.
The demo configures Met Casting and Calume Casting permissions, previews live changes,
sets portal brand colors plus markdown announcements with preview and save,
and shows the refreshed portal header.
It invites users in bulk via customer selection and extra emails,
then walks quote-email Request Access approvals (including Bulk Confirm)
and base vs per-customer permission layering with Configure Customer Portal and customer Access Link previews.
It closes on how linked order data in Steelhead appears to customers
plus a takeaway on leveling up CX.
and pillars like instant visibility, operational efficiency, and differentiation from peers.
The demo configures Met Casting and Calume Casting permissions, previews live changes,
sets portal brand colors plus markdown announcements with preview and save,
and shows the refreshed portal header.
It invites users in bulk via customer selection and extra emails,
then walks quote-email Request Access approvals (including Bulk Confirm)
and base vs per-customer permission layering with Configure Customer Portal and customer Access Link previews.
It closes on how linked order data in Steelhead appears to customers
plus a takeaway on leveling up CX.
Problem it solves
Your team absorbs endless where-is-my-job calls while customers wait;
a configured portal frees both sides - buyers authenticate to live information
instead of voicemail - and you expose only what policies allow.
a configured portal frees both sides - buyers authenticate to live information
instead of voicemail - and you expose only what policies allow.
Key capabilities shown
• Portal branding: logo placement, announcements, editable customer-visible areas
• Palette controls via color picker plus hex entries, markdown broadcast messages with cheatsheet,
holiday-hours style notes, hyperlink support, Preview and Save workflows
• Customer-targeted Portal Preview refresh after saves
• Bulk invite tooling: multi-select portal users plus ad hoc email recipients and invite summary
• Quote-to-portal onboarding: outbound quote email, inbox deep link,
Request Access, admin approval singles or Bulk Confirm, credential creation
• Default gateway permissions baseline plus Confirm; per-account overrides through Configure Customer Portal
• Preview the portal using the Customer Access Link (approved credentials only)
• Order status tethered inside Steelhead to quotes/invoices/certifications surfaced in-portal messaging
• Palette controls via color picker plus hex entries, markdown broadcast messages with cheatsheet,
holiday-hours style notes, hyperlink support, Preview and Save workflows
• Customer-targeted Portal Preview refresh after saves
• Bulk invite tooling: multi-select portal users plus ad hoc email recipients and invite summary
• Quote-to-portal onboarding: outbound quote email, inbox deep link,
Request Access, admin approval singles or Bulk Confirm, credential creation
• Default gateway permissions baseline plus Confirm; per-account overrides through Configure Customer Portal
• Preview the portal using the Customer Access Link (approved credentials only)
• Order status tethered inside Steelhead to quotes/invoices/certifications surfaced in-portal messaging
How the demo flows
• Value narrative: reclaim phone time vs leading service without extra SKU spend
• Brand posture: dashboard tailoring, palettes, Markdown alerts, refreshed preview screenshot
• Access motion: staged invites versus quote-triggered Requests + approvals
• Governance: base defaults layered with customer-specific Configure Customer Portal changes
• Empathy pass: portal preview via Customer Access Link; closing benefit recap
• Final CTA energy on competitive win through customer experience uplift
• Brand posture: dashboard tailoring, palettes, Markdown alerts, refreshed preview screenshot
• Access motion: staged invites versus quote-triggered Requests + approvals
• Governance: base defaults layered with customer-specific Configure Customer Portal changes
• Empathy pass: portal preview via Customer Access Link; closing benefit recap
• Final CTA energy on competitive win through customer experience uplift
Full transcript
Speaker
Voice over / Host
Transcript
[00:00] Welcome to Steelhead's Customer Portal, a game changing solution that elevates customer interactions.
[00:04] This powerful tool doesn't just enhance customer service, it transforms it.
[00:09] Ready to see how you can win more business with the best customer service at no additional cost.
[00:14] Think about how much time you're spending on phone calls and emails.
[00:16] Just answering customer questions such as, where are my parts? When will my parts be ready and are my parts on schedule?
[00:22] Spend less time on the phone and provide industry leading customer service with the updated Steelhead Customer Portal.
[00:28] Empower customers, customers access, order status, invoices, and more. Anytime, anywhere.
[00:34] Instant updates, keep clients in the loop. Building trust and satisfaction.
[00:38] Maximize operational efficiency.
[00:40] Cut down on customer service workload, allowing your team to focus on high value tasks that drive your business to further success.
[00:46] Set yourself apart with this competitive advantage.
[00:49] While your peers force customers to call, email, or suffer in silence,
[00:53] your customers can enjoy instant access to the information they need.
[00:57] Steelhead's Customer Portal is a fully digital solution for customers to get what they need without you holding their hand.
[01:03] Designed with a highly user-friendly dashboard for a seamless experience,
[01:08] you have the ability to customize the portal, reinforcing your brand identity, and creating more of a white glove experience for your customers.
[01:14] Your company logo shows here along with your company information, and you can control everything that customers will be able to see here.
[01:21] Let me just demonstrate that really quickly for you now, and then I'll walk you through the steps afterwards.
[01:26] These are permissions for my customer call Met Casting. I actually want them to be able to see everything, so I'll turn these on, confirm,
[01:33] and I come back to my Portal Preview for Calume Casting upon refreshing those changes are live
[01:39] setting your brand's primary and secondary colors is very simple.
[01:43] Just click a color, click and drag, or put in your hex number.
[01:47] Then click save, or you can revert it.
[01:50] Add in a message to all users with basic markdown editing.
[01:54] There's also a cheat sheet here to help you format your message.
[01:57] This is useful for posting holiday hours or other announcements from your company.
[02:01] Edit text here and even add in a link if desired. Preview it to make sure it looks the way you want it,
[02:07] and then save.
[02:09] Just so you can see our changed brand color and portal announcement, here's the customer portal refresh, and there you go.
[02:17] Announcement and colors have been changed.
[02:20] Granting portal access and setting custom user permissions is a breeze,
[02:24] and you can tailor access levels for different customers in just a few clicks, which I'll get to shortly.
[02:30] But first, you can invite any of your customers at any time to the Portal,
[02:33] just select a customer, check the box next to any users you'd like to invite,
[02:38] and you also have the option to add additional users by putting their email address here,
[02:42] and you can see an overview of all the users you are inviting.
[02:45] This will send your customers a notification by email where they will be able to create a username and password.
[02:50] Then they'll have the ability to log in and get their questions answered anytime without having to spend any of your time.
[02:56] The other option for your customers to gain access is through them initiating the request.
[02:58] When you send them a document by email,
[03:00] so let's say I send this quote to Kelly, met Casting,
[03:07] and this one is going to Jane.
[03:09] They open up the quote from their email inbox and click into their quote.
[03:12] Then say, Hey, I'd love to have access to more than just this quote.
[03:17] I won't have to pick up the phone and dial a number, wait on hold, or bother anyone to check on my parts for me.
[03:22] This is amazing. They'll click Request Access, which will send you a notification.
[03:26] You can then very quickly open the notification and click approve.
[03:31] And if you have multiple requests you like to approve all at once, use this bulk confirm button here.
[03:36] All they have to do is create a username and password so they can log in to securely see their information at any time.
[03:42] As I mentioned, you have complete control over what the customer sees.
[03:45] You can edit your base layer default permissions here,
[03:48] select or deselect as many permissions as desired and confirm the changes.
[03:53] You can also change portal access by company within the customer page.
[03:58] Click configure customer portal and edit permissions now.
[04:02] Whatever permissions you change here will apply only to this customer calume casting and confirm.
[04:08] And when you're ready, click the access link to see the portal from your customer's perspective.
[04:12] This link will only work for users logged in under their own approved username and password.
[04:17] Imagine being the end user of something like this. I can already see the stars in their eyes.
[04:21] Order statuses directly linked to parts and Steelhead,
[04:25] providing customers with up to the minute information, quotes, invoices, certs.
[04:28] It's all right here at your customer's fingertips.
[04:32] Transform your customer experience and take your service to the next level.
[04:35] Exceptional customer service is a major key to success.
[00:04] This powerful tool doesn't just enhance customer service, it transforms it.
[00:09] Ready to see how you can win more business with the best customer service at no additional cost.
[00:14] Think about how much time you're spending on phone calls and emails.
[00:16] Just answering customer questions such as, where are my parts? When will my parts be ready and are my parts on schedule?
[00:22] Spend less time on the phone and provide industry leading customer service with the updated Steelhead Customer Portal.
[00:28] Empower customers, customers access, order status, invoices, and more. Anytime, anywhere.
[00:34] Instant updates, keep clients in the loop. Building trust and satisfaction.
[00:38] Maximize operational efficiency.
[00:40] Cut down on customer service workload, allowing your team to focus on high value tasks that drive your business to further success.
[00:46] Set yourself apart with this competitive advantage.
[00:49] While your peers force customers to call, email, or suffer in silence,
[00:53] your customers can enjoy instant access to the information they need.
[00:57] Steelhead's Customer Portal is a fully digital solution for customers to get what they need without you holding their hand.
[01:03] Designed with a highly user-friendly dashboard for a seamless experience,
[01:08] you have the ability to customize the portal, reinforcing your brand identity, and creating more of a white glove experience for your customers.
[01:14] Your company logo shows here along with your company information, and you can control everything that customers will be able to see here.
[01:21] Let me just demonstrate that really quickly for you now, and then I'll walk you through the steps afterwards.
[01:26] These are permissions for my customer call Met Casting. I actually want them to be able to see everything, so I'll turn these on, confirm,
[01:33] and I come back to my Portal Preview for Calume Casting upon refreshing those changes are live
[01:39] setting your brand's primary and secondary colors is very simple.
[01:43] Just click a color, click and drag, or put in your hex number.
[01:47] Then click save, or you can revert it.
[01:50] Add in a message to all users with basic markdown editing.
[01:54] There's also a cheat sheet here to help you format your message.
[01:57] This is useful for posting holiday hours or other announcements from your company.
[02:01] Edit text here and even add in a link if desired. Preview it to make sure it looks the way you want it,
[02:07] and then save.
[02:09] Just so you can see our changed brand color and portal announcement, here's the customer portal refresh, and there you go.
[02:17] Announcement and colors have been changed.
[02:20] Granting portal access and setting custom user permissions is a breeze,
[02:24] and you can tailor access levels for different customers in just a few clicks, which I'll get to shortly.
[02:30] But first, you can invite any of your customers at any time to the Portal,
[02:33] just select a customer, check the box next to any users you'd like to invite,
[02:38] and you also have the option to add additional users by putting their email address here,
[02:42] and you can see an overview of all the users you are inviting.
[02:45] This will send your customers a notification by email where they will be able to create a username and password.
[02:50] Then they'll have the ability to log in and get their questions answered anytime without having to spend any of your time.
[02:56] The other option for your customers to gain access is through them initiating the request.
[02:58] When you send them a document by email,
[03:00] so let's say I send this quote to Kelly, met Casting,
[03:07] and this one is going to Jane.
[03:09] They open up the quote from their email inbox and click into their quote.
[03:12] Then say, Hey, I'd love to have access to more than just this quote.
[03:17] I won't have to pick up the phone and dial a number, wait on hold, or bother anyone to check on my parts for me.
[03:22] This is amazing. They'll click Request Access, which will send you a notification.
[03:26] You can then very quickly open the notification and click approve.
[03:31] And if you have multiple requests you like to approve all at once, use this bulk confirm button here.
[03:36] All they have to do is create a username and password so they can log in to securely see their information at any time.
[03:42] As I mentioned, you have complete control over what the customer sees.
[03:45] You can edit your base layer default permissions here,
[03:48] select or deselect as many permissions as desired and confirm the changes.
[03:53] You can also change portal access by company within the customer page.
[03:58] Click configure customer portal and edit permissions now.
[04:02] Whatever permissions you change here will apply only to this customer calume casting and confirm.
[04:08] And when you're ready, click the access link to see the portal from your customer's perspective.
[04:12] This link will only work for users logged in under their own approved username and password.
[04:17] Imagine being the end user of something like this. I can already see the stars in their eyes.
[04:21] Order statuses directly linked to parts and Steelhead,
[04:25] providing customers with up to the minute information, quotes, invoices, certs.
[04:28] It's all right here at your customer's fingertips.
[04:32] Transform your customer experience and take your service to the next level.
[04:35] Exceptional customer service is a major key to success.
Taxonomy tags
Steelhead product area
Customer Portal; Customer facing self-service
Feature / module
Portal permissions; Markdown announcements; Invite flows; Quote-based Request Access; Configure Customer Portal; Access Link previews
Workflow category
Onboarding customers; Messaging; Accessibility; Competitive positioning
Topics covered
Self-service statuses; personalization; onboarding paths; granular rules; differentiated CX