The ability to listen and learn from one another has always been vital in parliament, in business and in most aspects of daily life. But at this particular moment in time, as national and global events continue to reiterate, it is uncommonly crucial that we forge new channels of communication and reinforce existing ones. The following article from Serversys is an attempt to do just that. We would welcome your thoughts on this or any other Parliamentary Review article.
Rt Hon The Lord David Blunkett
Rt Hon The Lord Eric Pickles
THE PARLIAMENTARY REVIEW
Highlighting best practice
32 | SERVERSYS
Serversys are based in
Web portals are rapidly changing the relationship
between organisations and the people they serve.
Based in Reading, Serversys has been delivering web
portal solutions using Microsoft technologies since 1998 and is
an established leading Microsoft partner. Leveraging the power
of the cloud and Microsoft Dynamics, managing directors Stuart
Lawrence and Phil Catterall believe they can plan, implement
and support web portals that enable businesses to enhance the
experience that customers, partners and employees receive.
What are web portals?
As anyone with a messy desk will tell you, it’s important to have information, but
it’s just as important to be able to access it when you need it.
We live in an age of information, where server space is cheap and companies often
flood the internet with all kinds of data.
That’s the beauty ofweb portals – they cater to specific audiences and gather
information together in one place. They follow the process of human thought to
highlight relevant information to users quickly and easily. Utilising their power can
help restructure an organisation’s processes and encourage a digital transformation
to serve customers the way they want to be served.
Web portals are being utilised to great effect in many different spaces. Small and
medium-sized enterprises (SMEs) are now deploying customer-focused portals, which
provide convenience and an easy communication channel. These portals provide
functionality for tracking support tickets and enable access to detailed knowledge
»Managing directors: Stuart
Lawrence and Phil Catterall
»Established in 1998
»Based in Abbey House, Theale,
»Services: CRM and web portal
»Leading Microsoft partner,
specialising in Dynamics 365
CRM solutions, including
training and support
»Proud to work with
organisations such as Toyota,
Mitie, Capita, Lloyds Bank,
BEST PRACTICE REPRESENTATIVE 2018
bases to find answers quickly.
Previously, service queries would
require a dedicated customer service
team to manually respond, which is
inefficient, expensive and depends on
substantial human resources. Customer
portals save customers time, provide a
superior experience and improve the
business relationship. In addition, web
portals react to the shift in culture,
where customers often prefer using
interfaces to communicate rather than
speaking with a representative directly.
Customers expect instantaneous
resolutions, and organisations must
respond to remain competitive. Self-
service is the way forward.
The benefits of employee-centric web
portals are being examined by SMEs.
Successful implementations improve
company organisation and drive
innovation. They make life simpler
for human resource departments
who can post information on the
portal for employees to access at their
own convenience and target specific
groups within the workforce. It also
encourages employee engagement and
enables them to access documents and
projects remotely or learn about new
events and courses. This leads to the
creation of new ideas and, ultimately,
Portals can be used for many purposes
within organisations across most
sectors. “Partnership portals” promote
better communication through sharing
company information, networking
tools and scheduling events. “Research
portals” enable subscribers to view
information securely and provide
real value in sectors such as financial
SMEs are increasingly turning to web
portals. Previously, this technology
was restricted to larger organisations
with the economies of scale to make
the investment profitable. However,
“out-of-the-box” pre-packaged portal
solutions are now being bundled
together with customer relationship
management (CRM) software. This
provides an attractive option for SMEs
with restricted capital and administration
resources. New portal technologies
have enabled smaller organisations
and their stakeholders to benefit and
undergo digital transformations.
Portals disseminate information at
a granular level. They are typically
connected to CRM or other back-office
systems and data can be represented
in a multitude of ways to end users.
CRM data can be applied to make sure
each user receives the correct access
and permissions. This can be tightly
controlled and customised, ensuring
that users can access the content for
which they have permission with just a
few clicks of a button.
We’re also witnessing deeper integration
between all back-office systems, to the
point where accountancy software,
web portals and CRM solutions can be
Portals enable positive
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Highlighting best practice
34 | SERVERSYS
implemented on a single infrastructure.
This removes potential compatibility
issues, reduces infrastructure costs and
removes the need for data replication
across systems, which have traditionally
plagued organisations who want to
focus on key objectives.
Taking a wider view, the world is
changing due to technology advancing
exponentially. Tools that are now
available are significantly changing
cultures and the expectations people
have regarding the services they
use. People want the freedom to
communicate in different ways,
whether that is through live chat,
digital assistants, social media, phone
or email. They demand instantaneous
feedback and that issues be resolved
immediately. If an organisation fails to
deliver these requirements, they risk
providing a poor customer experience
and damaging their reputation. Portals
are an effective remedy to this problem,
given they provide all communication
channels in a centralsystem.
Our mission is to support organisations
and transform how they interface
with their stakeholders using new
technologies within the cloud. We aim
to continue demonstrating that our
Microsoft Dynamics 365 web portals
with powerful customisable tools can
be deployed in multiple sectors.
We’ve observed organisations in financial
services, facilities management and
automotive sectors trying to reshape
their operations for efficiency and
productivity. By centralising business-
level data and making it accessible
online, they can also provide this
functionality to stakeholders. Our portals
can be used to not only view information
but to book events, request repairs,
manage products and much more.
The information produced is custom-
made for the organisation, enabling
exceptional flexibility and control.
Organisations will ultimately provide
an improved service using web portals
as well as driving productivity. We
strongly believe that our web portal
solution delivers long-term benefits.
These services can be continuously
updated and modified to reflect the
Our philosophy is to align ourselves
with the organisations we partner.
We aim to understand the culture of
the organisation and will recognise its
business environment. This enables us
to develop a comprehensive plan to
deliver IT solutions with these factors
As Mark Hazelwood, operations
director for Miworld at Mitie, said:
“Serversys invested time in learning our
business, mapping every process and
getting to the heart of our operations.
They also shared with us best practice
recommendations that ultimately
helped to characterise our customer-
Listening to the demands of our clients
has led to expanding our services to
offer ongoing support and training
long after the web portal launch. We
provide an all-encompassing solution
that enables our customers to realise
the full potential of web portals.
Our strategy helps to deliver digital
solutions that benefit everyone, raising
operational standards and enriching
the end-user experience.
invested time in
getting to the
heart of our
also shared with
us best practice
operations director for
Miworld at Mitie
employees and access to
Rt Hon Kwasi Kwarteng's Foreword For The Parliamentary Review
This year’s Parliamentary Review reflects on a tumultuous and extraordinary year, globally and nationally. As well as being an MP, I am a keen student of history, and I am conscious that 2020 would mark the end of an era. It will be remembered as the year in which we concluded Brexit negotiations and finally left the European Union. Above all, it will be remembered as the year of Covid-19.
In our fight against the pandemic, I am delighted that our vaccination programme is beginning to turn the tide – and I pay tribute to the British businesses, scientists and all those who have helped us to achieve this. But the virus has dealt enormous damage, and we now have a duty to rebuild our economy.
We must ensure that businesses are protected. We have made more than £350 billion available to that end, with grants, business rates relief and our furlough scheme supporting more than 11 million people and jobs in every corner of the country, maintaining livelihoods while easing the pressure on employers. The next step is to work with business to build back better and greener, putting the net zero carbon challenge at the heart of our recovery. This is a complex undertaking, but one which I hope will be recognised as a once in a lifetime opportunity.
Through the prime minister’s ten point plan for a green industrial revolution, we can level up every region of the UK, supporting 250,000 green jobs while we accelerate our progress towards net zero carbon emissions.
With our commitment to raise R&D spending to 2.4% of GDP and the creation of the Advanced Research & Invention Agency, we are empowering our fantastic researchers to take on groundbreaking research, delivering funding with flexibility and speed. With this approach, innovators will be able to work with our traditional industrial heartlands to explore new technologies, and design and manufacture the products on which the future will be built – ready for export around the globe.
And I believe trade will flourish. We are a leading nation in the fight against climate change. As the host of COP26 this year, we have an incredible opportunity to market our low-carbon products and expertise. Our departure from the EU gives us the chance to be a champion of truly global free trade; we have already signed trade deals with more than 60 countries around the world.
As we turn the page and leave 2020 behind, I am excited about the new chapter which Britain is now writing for itself, and for the opportunities which lie ahead of us.