- Format
- Commissioned review with working sessions
- Duration
- Three weeks
- Where
- Ipoh, on your floor, or remote across Malaysia
- Fee basis
- Fixed quote after scoping
The Portal Usage Review is the flagship engagement at Utilitycorner. It is for operations leads, portal owners, and account directors at Malaysian B2B firms whose clients already have logins — wholesalers, insurers, logistics houses, professional practices, and manufacturers who sell through a client portal app.
Who it is for
You have a portal that has been live long enough to gather habits. Support still answers questions the portal was meant to hold. You can export or view event records, but nobody has sat with those records next to the actual screens. You want a brief you can take into a change meeting, not a new login of your own.
The result
At the end of three weeks you hold a written reading of how clients move through the portal: which paths complete, which stall, which tasks still leave the portal for WhatsApp or email, and which screens consume effort while attracting almost no repeat use. The debrief is with the people who can change a label, a filter, or a process — not a theatre for a board pack.
Scope — included
- A named reviewer (usually Aisha Rahman or Lim Wei Jie) and a written access plan
- Inventory of the portal’s main client-facing screens, named in your staff’s language
- Sampling of sessions from a recent quarter, not a single campaign week
- Pairing of stubborn paths with a slice of the support or account-management queue
- One on-site or video working session with billing, support, or account staff
- A short written brief and a debrief sitting of up to two hours
Scope — excluded
- Building or restyling screens
- Hosting or storing your clients’ files
- Continuous monitoring after the three weeks (see the Quarterly Portal Brief)
- Legal advice on Personal Data Protection Act notices
- Mystery shopping of competitors’ portals
Provider
Utilitycorner, from Office 11, 39 Sample Road, Ipoh 00000. The reviewer who signs the brief is the reviewer who sat with your staff.
Process
- Scoping conversation — we confirm the portal’s job (invoices, orders, tickets, documents), who owns it, and whether event records can be read without copying client files.
- Access week — event names are mapped to screens; we agree the sample window.
- Reading weeks — session samples, ticket pairing, one working session with the clerks who live on those screens.
- Debrief — brief delivered, questions in the room, a short list of what we would examine if you asked us back.
Duration and timing
Three calendar weeks from the day access is usable. If event exports arrive late, the clock pauses; we do not compress the reading to protect a date on a slide.
Location and delivery
Kick-off and debrief can be in Ipoh, on your floor in the Klang Valley, Penang, or Johor, or by video. The reading itself is done in our Ipoh office. We travel within Peninsular Malaysia by arrangement; East Malaysia engagements are quoted with travel as a separate line.
Preparation
You name one internal contact. You arrange read-only access to event records and a walkthrough of the live portal. You pull a modest slice of support tickets or account notes from the same window as the sample — we do not need your entire archive. If clients must be told that a review is happening, that notice is yours to send.
Constraints
We work in English. Event records in Chinese or Malay are fine if a staff member can sit with us for the naming session. We will not accept an engagement where the only available export is a marketing dashboard with no screen-level events. Portals with fewer than a few dozen active client accounts in a quarter are usually too thin for this review; we will say so in scoping.
Price
Quoted after scoping. As a guide, a three-week Portal Usage Review for a single portal with a clear event source starts from RM 18,500. Extra brands, extra tenants, or a second language of screens are quoted as additions. Travel outside Ipoh is billed at cost. See rates.
Next step
Write to us with the company name, what the portal is used for, and the question you want answered. We reply within two working days and, if the work fits, propose a scoping conversation.