Your brand. Your customers. Opero under the hood.

Every OEM has a customer portal on the roadmap. Most have had one for three years, always next quarter. The delay is not budget — it is that nobody on the team wants to own the auth flow, the ACLs, the chat agent, and the analytics stack that come with it. Whitelabel the parts of the work you do not want to build.

What it actually does

The portal is a customer-facing support hub that runs under your domain, your colors, and your copy. Opero is invisible to your end-customers. They see the dealer’s name in the browser tab and never encounter ours.

Under that skin is the same Knowledge Agent that runs inside your service organisation: cited answers, document-level ACLs, a full audit log. The difference is who is on the other side of the conversation. Your customers — site foremen, workshop managers, owner-operators — rather than your internal technicians.

Authentication uses whatever identity system your customers already have. SSO via OIDC or SAML means the end-customer logs in once, with their own credentials, and the portal inherits whatever access tier they hold. No new accounts to create. No password-reset tickets to your support desk.

Data isolation is single-tenant by default. Each customer organisation’s data lives in its own logical store. A question submitted by one customer does not influence answers served to another, and the retrieval history stays within the customer’s own boundary.

A foreman in a workshop, fault code on a 2022 machine

A construction-equipment dealer in the Nordics runs the portal at support.[dealer].com. Their customers are site foremen and fleet managers at civil engineering firms across Sweden and Norway.

A foreman is in a workshop at 06:45. A compact excavator is throwing fault E-12. He scans the QR code on the machine’s chassis — the one the dealer printed and stuck there when the unit was delivered — and the portal opens on his phone, already authenticated via the dealer’s customer login. He types the fault code. The agent narrows to the 2022 model variant, retrieves the correct diagnostic sequence from the current service bulletin (not the superseded one from 2021), and returns the answer with the citation.

The foreman sees: the fault meaning, the diagnostic steps, a link to the relevant wiring diagram. He does not see: Opero. He opens a parts order against the machine’s warranty status without leaving the portal. The whole exchange takes four minutes.

The dealer’s support lead sees the deflection event on their dashboard that afternoon. The foreman’s firm does not.

Most of that interaction happened on a phone, standing next to the machine. The portal is mobile-first because that is where the work happens — not because it is a design preference.

Nize Equipment, phase two

Nize Equipment deployed the internal Knowledge Agent first. Within 90 days, L2 escalations dropped 60%. Phase two added the customer portal: end-customers submitting queries before opening a ticket, against the same corpus their service team uses. Full case study at Nize Equipment.

What you control

Branding. Domain, colors, logo, copy. The portal looks like yours because it is yours.

Tiers. Access is granted per customer tier. A customer on a paid service contract sees fault diagnostics, service bulletin history, and parts ordering. A warranty customer sees fault diagnostics and parts ordering but not pricing. A walk-in without a contract sees basic fault lookup only. The tier assignments live in your system; the portal enforces them at retrieval time.

Actions. Which actions an end-customer can take without a dealer rep in the loop — parts ordering, ticket submission, warranty registration — versus which route to dealer confirmation. You define the boundary.

Analytics. Ticket deflection rate, top unanswered questions, top cited documents. Visible to you and your support lead. Not visible to the end-customer.

What it connects to

Authentication via OIDC or SAML — your customers log in with the identity system they already use. Ticket spillover goes to your FSM when the agent cannot resolve the query unattended. Parts and warranty queries run against your ERP. Full connector list at Integrations.

Where to look next

• Knowledge Agent — the retrieval engine under the portal: how corpus tagging, citations, and ACLs work.
• Construction & Material Handling — dealer-network deployment patterns and the QR-to-portal workflow in more depth.
• Customer Service use case — how deflection rate is framed for service leadership and what numbers move first.