Self-Service Reseller Accounts Case Study

The Business Problem

Setting up a portal login, or recovering a forgotten password, depended on iTS staff. Staff had to create or reset accounts by hand, which delayed new users. Logins could also fail when a person's email address in webCRM didn't match the portal, or when two contacts shared the same address.

The Solution

wildesoft.net built a self-service account system:

• Activation: when iTS enables a contact for the portal in webCRM, a webhook (an automatic notification from webCRM) triggers an activation email, and the user sets their own password.
• Password recovery: a "forgotten password" routine lets users reset their password securely. Passwords are stored only in hashed (scrambled) form.
• Email checks: before a reset, the portal checks the email against webCRM and updates it if needed. Clear messages explain what to do when an address isn't valid or matches more than one user.
• Two-way sync: activation status is written back to the contact's record in webCRM, so staff can always see who has an active login.

The Result

New reseller users can get started without waiting for iTS, and forgotten passwords no longer turn into support requests. iTS staff stay in control from webCRM, and account details stay consistent between the CRM and the portal.

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