Answer
The first scope should be aligned with the most frequent and most costly customer enquiries. That might be binding price information, delivery status, document retrieval, reordering or reporting a service case. A portal does not have to become a shop, complaints system, knowledge base and project platform all at once.
A good start solves one complete self-service case. The customer finds the information they need, understands its status and can act specifically when there is an exception. Internally, it is clear which system the information comes from and who is responsible for it. Only then are further areas added. This approach lowers the implementation risk and delivers real usage experience early, instead of designing a large portal for years without real customers.
As of 3 September 2026
Further reading
Related topic: B2B customer portal