LANcom Technology shares its pro tips on how they introduce DD Portal to their clients.

1. EIGHT PRO TIPS FROM LANCOM MSP
ON HOW TO INTRODUCE DD PORTAL
TO YOUR CLIENTS

2. 1
Give them options but
explain the portal benefits
first
Our friends at LANcom Technology provide different
options to communicate with support. However,
different options are presented in a different light.
Option 1:
DD portal is a fast and easy way to request
support right from your computer, and you
can always chat with engineers for a
quicker support.
LANcom also explains why it is easier and gives a
quick video overview how to use the portal.

3. 2
Redesign Email To Encourage Use Of The Portal
Option 2:
"If you are in a hurry, you can simply email the support team with all the
details of your request, and it will be sent to our engineers to take action”.
Sounds usual, doesn’t it? But there is a trick that comes with this option:
You can redesign your emails in a way that clients are required to go to DD portal if they
need to get into the conversation or check the progress of the ticket.
The result?
 You will get the same outcome and clients will learn that it is faster to log the ticket
through the portal.
 You have to encourage and educate the client if they are reluctant to get started.

4. 3
Make Phone Calls Sound
Unappealing
“Give us a call but please provide as much
information as you can upfront. We will
love you for that”
This option is necessary for any emergency
but don’t make it the quickest or easiest way
to communicate with you. Because it is not.
Saying “give us a call anytime and we will
solve all your problems right away” is more
appealing than “give us a call and be
prepared to give us as much information as
you can.” Because you do need as much info
as possible and if the problem is serious, you
will still need to create a ticket.
Option 2:

5. Update New Users
And Clients
4
People come and go. Make sure
you track when your clients
onboard new staff and update
them with the same information.
If you have new clients, make
them use DD portal from the day
one.

6. Give Incentives To Your
Help Desk To Mention
The Portal Over The
Phone
If they get phone calls every 5 minutes,
they will never get their job done.
Support also needs to understand the
benefits of incentivizing the use of DD
portal.
5

7. Customize Some Of
The Features They
Would Like To See
6
Give more options, e.g., for the urgent
request, VIP or FastTrack. This will show
results right away when compared to the
phone support.

8. 7
Celebrate Success Together With Your Clients
Share some data with your clients, for example, how many tickets
they logged through the portal during the month or year.
Tell them how much they helped you simply by logging tickets
through DD portal and how it makes both businesses successful,
making a great partnership.

9. Find opinion leaders in the client's company
Find people who have a certain influence and the ability to advocate in the client’s
company. Opinion leaders should be your key people to communicate as they will
help to move things forward for the rest of the organization.
8

10. New Customers Vs. Old
Customers
It is way easier when you onboard new customers and they start using the portal
from day one. Long-term customers require more effort from you; however, as long
as you have a strategy and continuously educate your customers, they will change
over time.
Accept the fact that there will always be people that won’t change.
You can’t change everyone, but you must aim to understand why they are not using
your customer portal and develop different strategies.

11. To Wrap It Up:
You need to constantly update customers on the
benefits of using the portal, e.g., portal pre-collects
info from your computer making it the quickest and
most accurate way to help you.
As well as helping them to adopt new technology by
incorporating it into your processes, e.g., redesigning
emails.
Pointing to what is good or bad for them is a wrong
approach.
As soon as they learn and experience that, they won’t
go back to using phone or email.

12. If you have any questions, please contact us at:
support@deskdirector.com