Understand the customer’s context
Find the customer and review their existing cases. Add new information to the relevant case.
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Service portal
← Platform overview
SERVICE PORTAL FOR CONTACT CENTRES & SALES
Capture cases easily. Start the right process straight away.
Contact centre and sales teams find customers and case topics through search. Prepared fields and solution guidance support the conversation; configured workflows handle the next steps.
A LOOK INSIDE TURNFRIENDLY
Try the journey from customer contact to case handling.
TurnFriendly Portal
Explore the portal by clicking
01 · Find context
02 · Choose topic
03 · Capture concern
Find a booking or customer
In the portal, find the right context using a booking number or customer number. This example starts with a booking number.
Booking no. · Example
TR-2027-08421
01 · Find context
02 · Choose topic
03 · Capture concern
Search result
TR-2027-08421 · Reisewelt
Mallorca · 10–17 June 2027
01 · Find context
02 · Choose topic
03 · Capture concern
Booking TR-2027-08421 · Reisewelt
Who is this case for?
Booking and customer data are immediately available.
Mara Sommer
01 · Find context
02 · Choose topic
03 · Capture concern
Booking TR-2027-08421 · Reisewelt
Find a case topic
What is the customer describing? Search for the topic – the structure is prepared.
Search for the customer's case
flight delay
01 · Find context
02 · Choose topic
03 · Capture concern
Booking TR-2027-08421 · Reisewelt
Case topics for “flight delay”
Flight delay > 4 hours
My flight has been delayed by more than four hours.
01 · Find context
02 · Choose topic
03 · Capture concern
Booking TR-2027-08421 · Reisewelt
Flight delay > 4 hours
Work queue: Rebooking / cancellation
Contact channel
Telephone
Recipient
Customer service
Type of flight booking
Package holiday
Flight date
10.06.2027
Flight number
BA 2741
Departure airport
FRA
Destination airport
PMI
01 · Find context
02 · Choose topic
03 · Concern captured
Booking TR-2027-08421 · Reisewelt
Case 20844 recorded. Handling started.
The configured workflow handles the next processing steps.
Note in the case
10 Jun 2027 · Flight BA 2741 · FRA → PMI. The customer reports a delay of more than four hours.
Response about the flight delay
Flight_Delay_Response.pdf · Emailed to the customer · Stored as an outgoing document in the case.
Document handling consistently
Sales channel: Contact centre · Recipient: Customer service. Values set according to the example configuration.
Booking, customer, case and response stay connected.
This is one possible configurable workflow. Other case topics may include manual steps, reviews or delayed actions.
Simulation: no real case is created and no email is sent.
A SIMPLE START DURING CUSTOMER CONTACT
Find the right case during the conversation.
Customer context, prepared categorisation and relevant knowledge are available directly in the portal.
Find the right topic
Keyword search finds configured case topics. If no topic matches, the case can still be captured as text.
Help with relevant guidance
Categorisation and input fields are prepared. Relevant solution guidance supports you during the conversation.
DIRECT RESOLUTION IN THE PORTAL
Resolved does not always mean satisfied.
When the topic is resolved, the portal creates the case as completed.
Customer satisfaction is captured separately, keeping resolution and customer experience distinct.
CONNECTED WITH THE BACK OFFICE
Keep every customer contact connected to the case.
The portal and back office use the same data. When a case needs further processing, the shared context stays with it.
Add subsequent contacts to the existing case. The current handler is notified.
PREPARED FOR RECURRING CASES
Prepare a topic once. Handle recurring cases more easily.
Analysis reveals recurring case topics. Use the categorisation tree to configure capture, solution guidance and partially or fully automated workflows.
Even at high volumes, processing follows the prepared workflow.
Which cases do you want to simplify during customer contact?
Talk to us about the case topics you want to simplify. Together, we will explore capture, solution guidance and collaboration with the back office.