Customer portals have become essential for centralizing information and functionality, benefiting both organizations and their clients. However, the choice between off-the-shelf and custom portal solutions can significantly impact the success of this centralization effort.
While off-the-shelf customer portals may seem cost-effective initially, they often come with hidden expenses that can accumulate over time. Many organizations find themselves investing thousands of dollars in modifying pre-existing portals to meet their specific needs. As businesses grow and evolve, these modifications become a recurring necessity, leading to mounting technical debt and escalating costs.
Before deciding between purchasing an off-the-shelf solution or building a custom customer portal, it’s crucial for organizations to consider several key factors. This article will explore the hidden costs associated with off-the-shelf customer portals and provide insights to help you make an informed decision for your business.
For organizations determining whether they should purchase an off-the-shelf solution or build their own customer portal, it is important to review the following before choosing.
The Costs Of Features & Functionalities Off-The-Shelf Solutions Are Hiding
Before analyzing the specifics of off-the-shelf versus custom portals, it’s necessary to first have a clear understanding of your target users and the goals your future portal should achieve. This foundation will help you better evaluate the potential hidden costs and bottlenecks associated with off-the-shelf solutions.
Let’s break out some key features and functionalities that can lead to unforeseen expenses:
Integration Of Existing or Future Software
Many organizations overlook the importance of integrating their current and future software solutions with their customer portal. For instance, identifying the need to integrate HubSpot into a customer web portal allows for seamless access of existing customer profiles, order history, and communication logs, improving the personalization and effectiveness of the portal for the organization and customers alike.
Off-the-shelf portal solutions often lack native support for specific ERP or CRM systems, necessitating the development of custom APIs or middleware. This integration process can be costly, requiring specialized development expertise. Moreover, these custom integrations aren’t a one-time expense; they require ongoing maintenance and updates to ensure continued compatibility as both the portal and integrated systems evolve.
Data Setup & Migration
The process of setting up and migrating existing data into a new customer portal often incurs substantial hidden costs. Many organizations, especially those without in-house IT departments, need to hire third-party consultants or augmented IT staff, or additional IT staff to manage this process effectively.
Attempting to handle data migration without professional assistance can lead to even higher costs in labor and corrective actions.
Per User Licensing & Subscription Fees
Unlike custom portals that are designed for flexible user management, off-the-shelf solutions typically operate on tiered pricing structures based on user volume. This can result in bottlenecks when upgrading plans, significant price increases between tiers, and unexpected costs for accessing specific features or functionalities.
Industry-Specific Compliance Configurations
Organizations in heavily regulated industries, such as insurance or healthcare, often find that off-the-shelf portals don’t meet their specific compliance requirements. To avoid costly fines and penalties, these organizations must invest in additional security tools and services, significantly increasing the total cost of ownership.
Unlike off-the-shelf portals that are designed for mass audiences, a custom portal allows specific compliance requirements to be identified prior to the development process. Meeting these requirements in a tailored portal avoids fines, penalties, and any additional costs.
Ticketing & Live Chat Features
While off-the-shelf solutions usually offer some level of customer support, organizations may face challenges when addressing portal issues for their clients. Relying on the original manufacturer’s support team can lead to delays in resolving time-sensitive issues, potentially resulting in customer dissatisfaction and lost business. This can become a severe impediment to time-sensitive issues.
Vendor Lock-In & Early Termination Fees
Off-the-shelf solutions often come with annual contracts and early termination fees. Additionally, vendors may make it difficult to switch providers by limiting data exportation or requiring costly migration services. In contrast, custom portals offer complete ownership and flexibility without these constraints.
By considering these potential hidden costs, organizations can make more informed decisions when choosing between off-the-shelf and custom customer portal solutions.
Invest In A Custom Customer Portal With Orases
While custom web portals may require a higher initial investment, they offer long-term value and flexibility that off-the-shelf solutions simply can’t match. When evaluating your options, consider your business’s long-term goals, immediate and future feature requirements, and the portal’s potential impact on your entire organization.
For organizations aiming to enhance efficiency and achieve sustainable cost savings, partnering with Orases for a custom customer portal solution is a strategic choice. Our expert developers are ready to help you map out a tailored portal that aligns perfectly with your unique business needs and objectives.
Take the first step towards a more efficient, scalable, and cost-effective customer portal solution. Contact Orases today to begin your custom portal journey and unlock the full potential of your customer interactions.
