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Optimize Your PRM:

Portal Health Check Essentials

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Introduction

Megan Rohrkaste

Client Success Consultant, Strategic Enablement

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In this session we’ll cover…

Why perform a health check-up on your portal
Key elements to include in your portal’s check-up
Best practices: Ideas and recommendations
Tips for getting started
Next Steps
Q & A

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Ensure alignment with business goals
Optimize user engagement, increase adoption
Enhance data quality and accuracy
Improve processes and workflows
Increase user satisfaction
Position users for success

Why Conduct A Portal Health Check-Up?

So, why should you conduct a review of your portal?

Regular reviews of your portal aren’t just a best practice, they are essential for staying competitive and ensuring your partners and internal teams have what they need to succeed. Your portal is the central hub of your partner ecosystem. It's where collaboration happens, resources are shared, and success is built. Just like any tool, it needs to evolve to keep up with changes.

Your partner's needs, your business priorities, and the technology landscape are always evolving and regular reviews ensure your portal stays aligned with these shifts so you're always delivering value to your partners.

Regular portal reviews help you optimize partner engagement - A well-optimized portal will encourage active engagement from your users. By reviewing and refining the user experience you make it easier for them to access key resources, collaborate with teams, and contribute to your business growth

Without regular reviews it's easy to miss areas where the portal isn't performing as well as it could. A thorough review helps uncover any gaps or friction points in your processes and workflows so you can proactively address issues and keep your users satisfied

A regularly updated and well-maintained portal improves user satisfaction, leads to increase productivity, and ultimately drives better ROI. Ensuring your portal is always running smoothly means you get the most out of your investment.

A review of your portal might sound like a daunting task however, it can be broken down into manageable steps

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Decreased user adoption, satisfaction, and engagement
Decrease in data quality and accuracy
Issues with processes and workflows

Symptoms of a PRM Without Regular Check-Ups

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What To Include in Your Portal Health Check-Up

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Goals & Objectives
User Experience
User Management
Asset Management
CRM integration
Processes and Workflows

What to Include:

These are general categories and areas of your portal that you will want to review to ensure they are current. It is not meant to be an exhaustive list, more of a starting point to guide your review.

Each of these items is important to ensure the proper functioning of your portal. During implementation, our team helped configure your portal. Since that time, your organization’s partner program goals and objectives may have changed. Processes, procedures and workflows may have changed and employees that were involved with the implementation may have changed positions. Because of these dynamics, you’ll want to ensure your portal reflects your organization’s current state. So reviewing current goals and objectives, understanding the user experience, reviewing user management, asset management configuration, if you have an integration with your CRM you will want to include it in your review as well as your current processes, procedures and workflows.

Stop Here Poll the Audience - Before we proceed, we have a quick poll - Maria can please you open the poll?

“What areas do you find most challenging keeping up to date in your portal?”

We’ll be discussing ideas, suggestions, and best practices for reviewing each of these items

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Goals & Objectives

What are your current partner program goals and objectives?

Do the current portal features and functionality support your goals and objectives?

Are you measuring success w/KPIs?

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User Experience

Mindmatrix User

Experience Methodology

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User Experience

Review the User Experience for:

Internal Users

External Users

Roles/Personas

Permissions

Next, consider what your user’s journeys look like. Be sure to review the User experience for all of your users both internal and external. When your portal is easy to use and understand, you will increase adoption and higher usage means your users can benefit from the portal and maximize its value.

Creating streamlined intuitive experiences for internal users will lead to improved productivity and will reduce time spent on administrative tasks.

A well-designed user-friendly portal experience for your partner users will encourage more frequent interaction and engagement. Partners who can easily find resources, track performance, and access support are more likely to stay active and engaged with your brand.

Be sure to dig into roles and permissions and ensure they are current.

By regularly reviewing the user experience, you can identify and eliminate barriers that could slow down internal teams or frustrate your external users. When you provide a smooth experience for both internal and external users, it will lead to faster decision making and problem solving.

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User Experience

Abide by the Mindmatrix UX methodology

Review the UX flow and determine what can be improved
Review initial user onboarding

Top navigation & dashboards for key personas (admins, partners)

Ensure they are in line with the UX methodology + the user's goals/KPIs

Incorporate new features & resources

Best practice tip: Mirror your user’s journey within the portal.

You can use and abide by the Mindmatrix UX methodology we previously reviewed (slide 10, the methodology that was used during the implementation of your portal) and be sure to mirror your user’s journey within the portal. You’ll want to:

Review the user experience flow and determine what can be improved
As a starting point, you can review the initial partner onboarding and welcome page

You’ll want to review the navigation and dashboards for key personas (such as admins, and partners) to

Ensure they are in line with the UX methodology as well as the user's goals and KPIs (For example: If the first step in your partners’ journey is to participate in portal onboarding training - then be sure to have their onboarding training front and center on the portal. It can be the first item listed on their Quick Actions Widget or a call to action button on their dashboard banner. Another example, if you want to get more users registering deals, be sure have a ‘register a deal button on their dashboard banner.
Again the takeaway here is to ensure your portal is aligned with the user’s journey

Also, you’ll want to be sure to incorporate new features/resources (e.g. Have you recently rolled out an MDF program or new collateral, if so, add an announcement on a dashboard banner and add a Quick link to the program on the dashboard)

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User Experience

Review engagement in your User Report and Organization Report + gather user feedback:

Which features are used the most?
Which features are used the least?
What questions do most users ask?

Best practice tip: Leverage Assist Me tutorials or add FAQs link to Quick Actions dashboard widget

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User Management

Best practice tip: Include descriptions for each group and role.

Review and optimize:

User groups

Organization groups

Roles

Permissions

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Automations

Review and optimize OR consider creating:

Smart Lists - lists of users & organizations based on a certain criteria
Notifications - alerts for specific activities & nurturing specific behaviors
Actions - grant or restrict access to features or content based on specific criteria
To Do’s - tasks for your Channel team so they can spend time on what’s most important

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Keep track of your organization’s current processes and workflows

Maintain CRM documentation (if applicable)

Best practice tip: Document current workflows to identify bottlenecks and areas for automation

Processes and Workflows

Processes, procedures, and workflows evolve and employees change positions – so you'll want to ensure you have documentation of your organization’s current processes and workflows and maintain this documentation. This will not only help with managing your portal, but also can be used as a training resource for your employees.

When reviewing your processes, focus on areas of delay, long wait times, and excessive decision points - these are often bottlenecks. If you discover a bottleneck, think of ways to modify the process to eliminate the bottleneck such as changing the order of steps, eliminating steps, or automating tasks.

Also, If you have a CRM integration, you’ll want to ensure your portal and CRM are working seamlessly together and reflect your current workflows. Be sure to check the integration periodically.

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Tips for Getting Started

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Tips for Getting Started

Review your reporting and KPIs to uncover areas of improvement
Discuss your ideas during your monthly strategy call
Choose the areas of most impact over 30, 60, 90 days

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Helpful Resources

The following resources are available to help you:

Portal Health Check-Up Checklist

User Management Spreadsheet

Asset Management Spreadsheet

User Feedback Questions

The following Resources are available to help you with your review

We have a Portal Health Check-Up Checklist that you can use as a starting point for your review that includes items for review, tips, and helpful links

The User Management Spreadsheet is used during implementation for establishing your portal’s user hierarchy. It can be useful to review your user management hierarchy on an annual basis to ensure thorough understanding and documentation of your users.

We also have the Asset Management Spreadsheet that is also used during implementation for organizing the collateral within your portal. You can review your portal’s assets and associated categories and filters on a regular basis to ensure your portal’s content is fresh.

And you also have access to the ‘User Feedback Questions’ template which can be used for gathering input from your users’ about their portal experience

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Next Steps

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Create your own list or use the Portal Health Check-Up Checklist as a starting point

Maintain current documentation of your processes and workflows

Meet with your Strategic Consultant to discuss your portal review as well as additional features or functionality that can enhance your portal

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Next Steps

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Q&A

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Thank You!

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