Three things need your attention today

BrandHub
Customer portal
2025 to 2026
4 min

One platform, three types of portal. This file covers the customer portal.

READ IN 8 SECONDS

PROBLEM: Customers repeatedly asked for two things: live stock levels, and a simple way to ask about any product their reseller supplies.
DECISION: Ask them directly: 400 survey responses in one month, plus weekly sessions for eight months.
RESULT: A portal in each customer's own brand that opens on what needs their attention, and an "act as customer" view for resellers.

END OF SUMMARY. SCROLL FOR DETAILS ↓

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FILE 02 · BRANDHUB CUSTOMER PORTAL

READ IN 8 SECONDS

PROBLEM

Customers repeatedly asked for two things: live stock levels, and a simple way to ask about any product their reseller supplies.

DECISION

Ask them directly: 400 survey responses in one month, plus weekly sessions for eight months.

RESULT

A portal in each customer's own brand that opens on what needs their attention, and an "act as customer" view for resellers.

END OF SUMMARY. SCROLL FOR DETAILS ↓

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An overview. Resellers run their business from BrandHub (opens in a new tab)'s dashboard. Their customers order through a portal of their own. This one belongs to Served.

BHDB for resellers. PCDB and SCDB for their customers.
Their logo, not ours.

Every customer portal is white-labelled with the customer's logo, colours and products. It should feel like their own shop, not third-party software.

The same platform underneath.
FILE 02 · BRANDHUB CUSTOMER PORTAL 03 / 11
We asked customers what was getting in their way. 400 responded in one month.
400

survey responses in one month, plus weekly sessions with resellers, warehouse, finance and customers for eight months
Top two requests

Show real stock: where it is held and how much remains.
Let me ask about any product my reseller supplies: is it in stock, how many, and what is it made of?
Resellers had their own request: "Let me see exactly what my customer sees." In response, we built "act as customer".
Your turn

A customer opens the portal. What should they see first?

Choose an option before you continue.
A. All their orders
B. What needs their attention today my pick
C. A welcome banner

B. Lead with what needs a decision. Everything else can sit further down the page.

Principle 01

Lead with what needs a decision

"3 things need your attention today. Everything else is on track."
Statuses in plain language, each with an expected time.

"Our DTP team is checking your design. Usually 2 to 4 days."

Principle 02

State what is happening and how long it will take

A status without a timeframe leads to follow-up emails.
Questions about an order stay on the order, not in someone's inbox.

Order chat, with files and screenshots.
And live stock, the top request? It depends on the warehouse system. Until the figures are accurate, the portal does not show them.

Principle 03

Fix the data before you show it

An incorrect stock figure is worse than none. File 04 covers the rest.
Guess the number
How many customers responded to the survey in one month?
your guess: 150

In one month. Customers had a great deal to say.
RECEIPT · BRANDHUB CUSTOMER PORTAL
SURVEY RESPONSES
400
USER SESSIONS
WEEKLY · 8 MO
FIRST SCREEN
ITEMS NEEDING ACTION
ACT AS CUSTOMER
SHIPPED
LIVE STOCK
AFTER WMS
WHITE-LABEL PORTALS
PCDB + SCDB
BUILT FROM CUSTOMER RESEARCH

Four hundred responses informed one first screen.
SWIPE UP ↑ Next file: 20 of 30 bug reports never reach a developer