Customers chase you for updates.
Cases vanish into inboxes. Customers email, then phone, then escalate — because nobody can see where their issue actually stands.
Solutions · Customer Service
Customer support, connected to the enterprise.
Case management, SLAs, branded portals and omnichannel support for your external customers — on the same Halo record your internal teams already work from.
The problem
What you are carrying today.
Support and operations are disconnected.
The customer-facing team cannot see what engineering is doing; engineering never sees the customer impact. Every hand-off loses context.
SLAs are promises without instruments.
Contractual commitments live in PDFs. Without measurement against the live queue, the first honest conversation about performance happens at renewal.
The intended outcome
One case record from first contact to closure: customers track progress in their own portal, specialists join the case with full context, and SLA performance is measured continuously — not reconstructed at renewal time.
Relevant capabilities
What we put to work.
Platform capabilities follow the documented Halo product scope; specific modules and inclusions are confirmed during discovery.
Case Management
Structured case intake, ownership and escalation — with case teams that let frontline and specialists work one shared record.
Customer Portal
A branded self-service portal where customers raise cases, track progress and find answers without contacting your team.
Omnichannel Intake
Email, portal and chat-style channels consolidated into one queue — the conversation continues regardless of where it started.
SLA & Contract Management
Service levels tied to contracts and customers, measured against the live queue with breach warnings before they happen.
Internal Connectivity
Cases linked to internal incidents, changes and assets — so customer impact and engineering work share one picture.
Customer Reporting
Per-customer views of volume, performance and trends — service reviews built on data both sides trust.
Workflow example
A customer case, from portal to closure.
A conceptual illustration — not a product screenshot. The exact workflow is designed with your team during the engagement.
Intended resultOne case view across teams — shorter resolution, no chasing, evidence for every service review.
- 01
Customer
Raises a case in the portal and immediately sees status, owner and expected response.
- 02
Frontline
Triage with full customer context — contract, SLA, history — attached to the case.
- 03
Specialist team
Joins the case as a case-team member; no re-explanation, no lost attachments.
- 04
Customer
Watches progress in-portal and confirms resolution — closure feeds the service report.
Nilantheon's delivery scope
What we own, end to end.
One accountable delivery relationship — the person who scopes the engagement is the person who runs it. Scope is confirmed in writing during discovery.
- Channel and intake design — portal, email, chat and routing rules
- Branded customer portal with visibility rules per customer
- SLA and contract model configuration with breach early-warning
- Case-team workflows connecting frontline and internal specialists
- Integration with CRM, billing and operational systems
- Agent enablement, templates and customer-facing reporting
- Phase 01
Discover
Current state, risks, workflows and acceptance criteria agreed with your team.
- Phase 02
Design
Target catalogue, workflow blueprints, data model and integration surface.
- Phase 03
Configure & Connect
Build on Halo, wire integrations, migrate data, rehearse cutover.
- Phase 04
Validate & Launch
Parallel-run, training, hypercare and acceptance against the criteria.
- Phase 05
Improve
Service review cadence, change backlog and continuous improvement.
Questions
Asked before you ask.
Next step
Bring the problem. We will shape the engagement.
In the first conversation we will understand your environment, identify priority workflows and agree a practical next step. No fixed quote from one call — that is what the scoped engagement is for.