KSS October eKourier

FEATURE

CUSTOMER PORTAL COMING SOON

In 2019, we set a goal to reimagine our website(s) and develop an enterprise grade platform that would modernise our product offer, Brand, and ecommerce capability. To achieve that goal, we went through an extensive RFP process. Almost a year on from launching that platform, First Digital are living up to expectations and have become a valued technology and digital partner. New customers will

see the customer portal integrated directly into the rental flow, whilst existing customers will be transitioned in.

W e are seeing uplift across the board through performance in Google search, and ecommerce conversion. In the background we are leveraging rich insights delivered with the platform to make informed decisions around customer behaviour to optimise conversions and customer experience all the time. It was always our vision to compliment the experience with a Customer Portal as the next major enhancement for our valued customers. Mid-development, with an anticipated launch this year the new Customer Portal is beginning to take shape and will feature a modern-day login using email, recognising customers storing at multiple locations and will handle all of the universal self-service centric capabilities you would expect plus those specific to self storage. New customers will see the customer portal integrated directly into the rental flow, whilst existing customers will be transitioned in.

functions, they will also be able to rent additional space, buy boxes and view invoices and agreements to name some features. It doesn’t stop there, the Customer Portal will also be used as a vehicle to drive business preferences and initia- tives like being aware of insurance or recurring payment status and promoting those options when appropriate by baking in dynamic logic. The other aspect a Customer Portal offers, is a true understanding around our customer's behaviour and choices, leading to further personali- sation capability and insights which is becoming increasingly more difficult to achieve for non-logged in website visits. Like other major product develop- ment, the Customer Portal will similarly be released as an MVP (strong enough to go to market without necessarily having everything) then reiterated as we learn and leverage feedback and insights.

Not only will customers be able to perform standard self-service

Jeff Xanthos Chief Information Officer

13 Kennards Kourier Oct 2021