8 Exceptional Customer Portal Examples

Note: This article was last updated September 2025. 

Key Takeaways

• Investing in a customer portal solution can help improve retention rates and increase profits. Customers should be able to use the portal to access key information, update information, and contact support reps. 

• Implementing a customer self-service portal frees up in-house teams to focus on more complex issues.

• Customer portals are beneficial for all industries. See this blog for 8 examples across different verticals. 

Whether you’re a B2B, B2C, or B2B2C company, improving customer experiences should be at the top of your list when exploring digital solutions. Investing in quality customer service technology, like customer portal software, can improve retention rates and increase profit. However, in order to see the benefits a customer portal can offer, your portal needs to be user-friendly, intuitive, and efficient for your users and support team.

What is a Customer Portal?

A customer portal or client portal is a secure, online platform that acts as a centralized hub for customers to manage their relationship with a company. Customers can use it to access information and how-to-videos, update their account information, contact live chat support or a support rep, or even submit support tickets to resolve issues.

Self-service customer portals are not only helpful to equip your customers, but can also help your support team be more efficient. Customer self service portals often include other self service options, such as knowledge bases and community forums, to give users multiple ways to solve problems independently. Implementing a customer self-service portal frees up in-house teams to focus on more complex issues. This allows human resources to focus on more strategic business processes, improving overall organizational efficiency. Using the right portal software to implement your customer service strategy will help lower costs and create better customer experiences. Providing step by step instructions, popular articles, and product documentation within the portal helps customers solve problems quickly and efficiently.

Key Features of Customer Portals

A self service customer portal is a powerful tool for businesses aiming to boost customer satisfaction and streamline support operations. The most effective customer portals are designed with both the customer and the support team in mind, offering a suite of features that empower users to self serve while reducing the workload on support teams. A few of these key features include:

• Strong authentication and security features to ensure that only customers with authorized access are able to log into the portal and to see information that is tied only to their accounts.

• Robust knowledge base. By providing customers with easy access to searchable knowledge base articles, FAQs, and how to videos, businesses enable users to find instant answers to common questions without needing to contact support. This not only improves the customer experience by offering immediate solutions, but also helps lower support costs by reducing incoming support requests and phone calls to the support line.

• A unified, tailored dashboard, giving customers a single place to view account information, billing history, order status, and support tickets. With the ability to track progress on their own issues, customers feel more in control and are less likely to require direct support for routine inquiries. Personalized dashboards and a prominent search bar further enhance usability, making it simple for customers to find the support resources they need.

• Community forums and file sharing capabilities, allowing customers to collaborate, share insights, and learn from other customers’ experiences. These features foster customer loyalty and create a sense of community, while also providing additional self service options beyond traditional support channels.

• Live chat support and direct support options remain essential for more complex issues, ensuring that customers can quickly escalate problems when self service options are not enough. Robust platforms should be able to connect to any of the major live chat providers, including Zendesk, LiveChat, and others.

By giving customers the right tools to self serve, businesses can enhance the customer experience, build customer loyalty, and achieve greater operational efficiency. Whether you’re planning a new portal or upgrading an existing one, focusing on these features will help ensure your customer service portal delivers real value to both your customers and your business.

In this blog, we’ll draw insights from eight organizations across different industries that used Liferay Digital Experience Platform (DXP) to build successful customer portals.

Customer Self-Service Portal Examples:

1. Airbus Helicopters

More than 3,000 civil and military operators rely on Airbus Helicopters’ customer portal to keep their aircraft operational. The company needed to redesign the portal in order to turn it into a modern customer engagement tool that could be accessed anytime through any device.

Airbus Group chose Liferay for its rich features and customizable elements. Keycopter, the new portal, was rolled out to over 24,000 users across 3,000 companies. In Keycopter, operators can view and download up-to-date technical documents, manage claims and warranties, purchase spare parts, track online invoices, view order history, and access billing information — all through a single platform. Modernizing this online service helped Airbus Group enhance the B2B customer experience and simplify its operations.

2. EATEL

EATEL is a family-owned and operated communications company in Louisiana, US. This organization needed a responsive self-service customer portal to support their residential and business customers. After using Liferay DXP to create a new website, EATEL also used Liferay to build their customer portal.

The launch of the new service portal reduced customer support tickets for agents, provided greater accessibility through responsive design, allowed customers to easily access and update their billing information, decreased billing issues, and improved overall customer satisfaction.

“The flexibility of Liferay has been key,” said the director of IS at EATEL. “So much of the portal is editable by non-developers, allowing us to focus our most technical internal resources on the intricacies of integrations and highly advanced content pages. This also enables us to be quick to market with offers and promotions that might have taken up to a month to reach users through other means.”

3. Broadcom

A global technology leader in semiconductor and infrastructure software solutions, Broadcom wanted to relieve the burdens on their support teams and serve customers with a better universal support hub.

With their new customer service portal, customers can access everything via their permissions-based dashboard. The dashboards and product pages provide customers with access to specific education, documentation, licensing, and software downloads. When support is required, customers can rely on Search to find knowledge base articles and tech docs, converse with other customers via communities and blogs, and easily reach customer support through virtual and live agents. Customers can even create and track cases right inside the self-service portal.

"Everything we wanted to do in terms of providing customer self-service has been realized," said Erica Callaghan, Communications and UX Officer for Broadcom.

Insurance Client Portal Examples:

4. Merkur Versicherung

As Austria’s oldest insurance company, Merkur Versicherung wanted to find new ways to put their customers’ needs first. In order to do this, Merkur needed to provide customers, employees, external brokers, and partners with tools to create seamless customer experiences.

Liferay provided updated portals that helped equip customers with self-service tools to view contracts, submit bills, and sign up for prevention programs. The portal offers robust client collaboration features, such as secure file sharing and centralized communication, to enhance teamwork among customers, employees, brokers, and partners. The insurance organization also merged and standardized communication across all parties by implementing a new intranet along with innovative customer, sales, and broker portals within the company. Merkur’s improved intranet helped organize large amounts of information and easily manage documents, allowing employees, brokers, and cooperation partners to work more efficiently.



 

5. Gulf Insurance Group - Kuwait

Gulf Insurance Group is the largest insurance company in Kuwait offering services in automotive, marine and aviation, property and accident, engineering, and life and health insurance. The company struggled to consolidate several different platforms due to many services on the table. This resulted in a number of problems, including inconsistent user experiences and limited online functionality.

Liferay helped Gulf Insurance Group create a unified solution to consolidate all their digital offerings. As part of their digital transformation, Gulf Insurance Group implemented customer self service portals to empower users to manage their policies and access support independently. The insurance company implemented an improved customer journey that allows the customer to purchase a new policy or request a quote online.

Gulf Insurance Group - Kuwait became the first insurance company in its region to provide customers multiple insurance policies online as well as a digital health claims approval service. This resulted in the flexibility needed to adapt to digital services during the COVID-19 pandemic and a 30% customer increase.

To continue the success seen with the first Liferay DXP implementation, Gulf Insurance Group is planning to create a B2B corporate customer portal next.

6. HDI Assicurazioni

The leaders at HDI Assicurazioni, an auto, home, and life insurance agency, had a mission to create an organization that was “by their customers’ side, putting their needs first.” But, in order to achieve this goal, they needed to provide customers with real-time interactions that were simple and enjoyable to use.

After building a new self-service customer portal, HDI Assicurazioni was able to streamline client experiences and improve their internal operations. Self service portals like this one are essential for modern insurance companies to provide customers with autonomy and immediate access to services.

“Clients now have a communication channel with the company available to them which is always open for monitoring their position, autonomously managing operations, and immediately requesting support,” says Stefano Fini, the chief information officer of HDI Assicurazioni.

B2B Customer Portal Examples:

7. Thales

As a global technology leader in aerospace, transport, defense, and security markets, Thales needed to create a portal that would boast operational efficiency for thousands of their active users. They specifically wanted to focus on their civil and defense customer base, and create a customer portal that could replace various individual portals used by separate customer entities.

The Customer OnLine portal built on Liferay is a dynamic and collaborative solution that now allows users to order products through the portal, track progress for repairs, and facilitate client collaboration by sharing documents or discussing topics on a community forum space. The portal enhances client collaboration through features like secure file sharing and centralized communication. The success of the customer portal led to the creation of their supplier portal, Supplier OnLine.

8.TRIMEDX

As an industry-leading, independent clinical asset management company, TRIMEDX helps healthcare providers transform their clinical assets into strategic tools, driving reductions in operational expenses, optimizing asset spend, and maximizing patient resources.

Their B2B client portal allows TRIMEDX to address their unique commerce needs, enabling providers to browse and update inventory. With the commerce features on their self-service portal, healthcare providers can sell or decommission assets. Providers are also able to track and make financial decisions about the management and utilization of their equipment. Additionally, providers can view their order history and access billing information directly through the portal. 

Finding the Right Portal Technology to Improve Customer Experiences and Operational Efficiency

Although these organizations had different and unique needs, they all sought to achieve the same thing: improve customer experience for greater customer loyalty and engagement.

No matter what features you need in your customer portal, Liferay DXP can be the foundation for your company's digital transformation. Learn more about leveraging customer portals to create intuitive, cost-effective self-service solutions with Liferay's innovative platform.