Customer portals that prove their value. For users, IT and management.

Many customer portals are built in large companies. Few achieve what they should. DMG has distilled the answers to the questions that make the difference from over 20 years of portal work – and brings them into your project from day one as a customer portal engine.

What is possible with the right foundation

A go-live that will last internally. Ein Portal das IT, Fachbereich und Management von Anfang an gemeinsam tragen – weil die richtigen Fragen gestellt wurden bevor die erste Zeile Code geschrieben wurde. No compromise that is renegotiated three months after launch.
Self-service that really reduces the support load. Nicht ein Portal das Self-Service verspricht – sondern eines das die richtigen Services für die richtigen Nutzergruppen bereitstellt. One industrial group eliminated 40% of its support requests in the first month after go-live.
Integration without a project within a project. SAP, CRM und bestehende Systeme angebunden – ohne aufwändige Anpassungen an laufenden Prozessen. DMG brings with it integration patterns that have worked in established IT landscapes. Not in the green field.
Live faster than planned internally. Modularer Ansatz der frühe Ergebnisse liefert weil DMG die Fragen die andere Projekte Monate kosten bereits beantwortet hat. A logistics group was live nine months earlier than the internal estimate.

Why this rarely works without the right foundation

The opportunities are real. But most portal projects in large companies fail not because of the technology – but because questions are asked too late.

Coordination takes more time than implementation

IT, legal, specialist departments and management have legitimate questions – and ask them at different times. In unprepared projects, this costs months. DMG provides tried-and-tested ways of answering these questions early on and in a structured manner – so that stakeholders support the project instead of slowing it down.

Integration becomes a construction site

What was planned as an “interface” becomes a months-long architecture project. DMG provides integration patterns that have been developed in precisely this heterogeneity. Your IT manager receives an architectural framework that he can evaluate – before a single line of code is written.

The portal is built – but not used

User acceptance is not decided on the go-live day – but in the weeks leading up to it. DMG starts with the user introduction long before the launch. Not afterwards.

Operations are considered too late

What happens after the go-live is often already decided in the architecture. New user groups, changed authorizations, new requirements from the specialist department – in unprepared projects, every change becomes a new construction site. DMG provides operating concepts that are considered from the outset – so that the portal grows after the go-live instead of stagnating.

What the engine brings to the table

That is the difference between an experienced service provider – and one who has already translated this experience into tried and tested modules.

Decision frameworks for scope and role models Which features belong in the first go-live. Who gets which authorizations. What happens when a user leaves the company. These questions cost weeks in unprepared projects. DMG has tried and tested decision frameworks that have been approved by IT security, legal and data protection in real corporate projects.

Operating concepts that are considered from the outset What happens after go-live is often decided at the architecture stage. DMG provides operating concepts that incorporate new requirements in a structured way – so that operation secures the business objective in the long term instead of jeopardizing it.

Integration patterns for established IT landscapes No green field. No intervention in ongoing processes. DMG provides integration patterns for SAP, CRM, ERP and identity providers that have been developed in precisely the heterogeneity that is the rule – not the exception – in large companies.

Implementation processes that ensure user acceptance A portal that is not used after the launch has missed its target. DMG provides structured implementation processes that pick up users, IT and the specialist department – before the go-live happens. Not afterwards.

From the field

Go-live in nine months – 50+ markets simultaneously Automotive supplier – B2B Extranet – 2023
“We need HQ control and local flexibility – at the same time.”

DMG hat zuerst geklärt welche Entscheidungen zentral getroffen werden müssen und welche lokal – bevor Technologie oder Scope diskutiert wurden. Connection of existing systems without interfering with running processes. Rollenstruktur die lokale Administratoren befähigt ohne zentrale Governance aufzugeben.

Result: Go-live in nine months in 50+ markets. AI-powered search and automatic translations from day one.

40% fewer support requests after go-live Industrial Group – Customer portal – 2023
“Our customers should be able to help themselves – but every request still ended up with support.”

DMG didn’t start with the choice of platform, but with the question of which queries could really be solved by themselves. Three months before go-live, the structured user introduction began – with specific training, customized services and a feedback process that enabled adjustments to be made before the launch.

Result: 40% fewer support requests in the first month after launch.

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What customers say

“DMG addressed problems before we had them. Things that we knew and feared from previous projects – they just didn’t happen.”
Project manager, automotive supplier

“We started the project with a clear idea of what we wanted. After three weeks with DMG, we had a different – and better – idea. We kept to the go-live date that we agreed afterwards.”
Head of Digital, industrial company, 12,000 employees