Why customer portals are quickly becoming the new standard in construction
Today, a company website is no longer a competitive edge—it's a basic necessity. Just as brands must now appear at the top of search results to remain relevant, a new standard is emerging in the construction industry: the customer portal. A place where clients can access all the details of their project, updated in real time, and engage with the construction process directly. As with platforms like Uber Eats and Deliveroo, customers today expect transparency, control, and a seamless digital experience. When we order food through these apps, we don’t just place the order and wait; we receive live updates at every step—when the restaurant starts preparing the food, when the driver is on their way, and when the meal is at our door. When it comes to buying, building, or renovating a home, the stakes—and the expectations—are even higher.
The challenge for building companies has always been to meet these demands through traditional e-mail. But as companies like Ziggu have demonstrated, customer portals offer a level of convenience and engagement that transforms the customer experience. In general, companies see at least a 20% increase in client satisfaction after implementing such a platform, thanks to its transparency and ease of access. Clients can track their project’s progress, receive timely updates, and feel involved in the process, reinforcing trust at every stage.
The question many construction companies ask is: Why invest in a customer portal when clients are likely to build only once? The answer is simple: word of mouth and online research. Today’s consumers rely heavily on the experiences of others when making purchasing decisions. As HubSpot found, over 92% of people trust recommendations from friends and family above all other advertising. A positive experience leads to glowing reviews and referrals, which are invaluable in an industry where trust is paramount.
Furthermore, many companies now use their customer portals as a sales tool, showcasing the platform to reassure potential clients. It demonstrates that clients will remain informed, have control over their budget, and receive a personalized experience. This transparency often tips the scales for hesitant buyers, making the portal not just an operational tool, but a key part of the sales strategy.
"A customer advisor at DCA Bouw in Belgium notes that she can now manage twice as many projects"
Beyond customer satisfaction, the efficiency gains are significant. A customer advisor at DCA Bouw in Belgium, notes that she can now manage twice as many projects with the help of her company’s portal. And she's by no means an exception. This kind of operational streamlining reduces costs and allows companies to take on more business without increasing staff, directly impacting the bottom line. But also impacting employee satisfaction and retention: reduce cumbersome administrative tasks, allowing them to focus on their core responsibilities.
As customer expectations rise, the construction industry must evolve. Just as websites once set businesses apart, customer portals will soon become essential. They’re not just about keeping clients happy; they’re about securing future business and driving profitability. Those who adopt this technology will lead the way in a competitive market.
