How much can self-service reduce CSR workload?

Typically 30–50% reduction in routine inquiry volume within 90 days. The biggest wins are invoice/statement requests (eliminated entirely), order status checks (90%+ self-served), and credit balance inquiries (fully automated).

Can dealers pay invoices through the portal?

Yes. We can integrate payment processing for online invoice payment via ACH, credit card, or wire transfer. Payment status updates in your ERP automatically.

What about dealers who don't want to use the portal?

The portal doesn't replace phone/email support — it supplements it. Dealers who prefer to call can still call. But once they try self-service for a simple invoice lookup at 9pm, most convert voluntarily.

How do you handle data security for account information?

Role-based access control, encrypted data in transit and at rest, and audit logging for all account access. Dealer users only see their own account data. Multi-factor authentication available for sensitive operations.

B2B Commerce · Account Self-Service

Let dealers help themselves — they'd prefer it anyway.

Your CSR team spends hours answering routine inquiries — invoice copies, order status, credit balances, return requests. We build self-service account management that lets dealers handle all of this themselves, 24/7, without a phone call.

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The Problem

Routine Account Inquiries Consume Your Best People

✕CSRs spend 40–60% of their time on routine inquiries that don't require human judgment

✕Dealers wait for business hours and hold times to get answers they could find in seconds online

✕Invoice copies, PO status, and credit balance requests handled via email chains that take hours

✕Return and credit requests require back-and-forth communication instead of a structured workflow

What We Deliver

Service Scope

Invoice & Statement Access

View and download invoices, credit memos, and account statements. PDF download, date range filtering, and search by PO number or invoice number.

Order Tracking

Real-time order status from placement through shipment to delivery. Tracking numbers, shipment details, and estimated delivery dates.

Returns & Credits

Structured return request workflow with reason codes, photo uploads, and RMA number generation. Credit status tracking from request to resolution.

Credit & Balance Management

View credit limit, available credit, aging summary, and payment history. Dealers manage their own accounts receivable without calling your AR team.

User Management

Dealer admins manage their own users — add, remove, and assign roles. Purchasing, approvals, and account viewing separated by permission.

Document Library

Centralized access to catalogs, spec sheets, price lists, terms and conditions, and compliance certificates. Always current, always accessible.

How We Work

Engagement Process

CSR Inquiry Analysis

Analyze your current CSR inquiry volume by type. Identify which inquiries can be self-served and which require human judgment.

Portal Design

Design the self-service experience based on the most common dealer inquiries. Prioritize features by CSR time savings and dealer satisfaction impact.

ERP Integration

Integrate with your ERP for real-time order status, invoice data, credit information, and account balances. Bi-directional for return requests and credit applications.

Workflow Configuration

Configure return request workflows, credit application rules, and notification triggers. Match your existing business rules.

Launch & Adoption

Launch with dealer training and CSR scripts that redirect callers to self-service. Track adoption rates and CSR inquiry volume reduction.

Common Questions

Frequently Asked Questions

Work with Metrotechs

Every engagement starts with an assessment.

Not a proposal. Not a sales call. We tell you what we find, not what you want to hear. The Launchpad assessment maps your operation before any software work begins.

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