The verdict in three sentences
A custom customer portal / extranet ranges from EUR 25,000 to 70,000 in London in 2026, CRM/ERP integration included. Plan for 10 to 16 weeks of project time and a maintenance retainer of EUR 300 to 900/month for evolution and security. The return shows quickly: 20 to 40 % fewer support requests and measurable client satisfaction within the first quarter.
What a customer portal budget covers in 2026
A customer portal is not a brochure site with a login. It is an authenticated application that exposes, to each client, their own data: orders, invoices, tickets, contracts, delivery tracking. Cost depends mostly on how deeply it integrates with your existing tools.
| Item | 2026 range (EUR) | Detail |
|---|---|---|
| Discovery + UX/UI design | 4,000 - 9,000 | Journeys, mockups, design system |
| Authentication + SSO + roles | 5,000 - 12,000 | SAML/OAuth, fine-grained rights |
| Core client area | 10,000 - 22,000 | Dashboard, documents, history |
| CRM/ERP integration | 8,000 - 20,000 | Sync orders, invoices, contacts |
| Testing + go-live | 3,000 - 7,000 | QA, GDPR, deployment |
| Indicative total | 25,000 - 70,000 | Depending on scope and connectors |
2026 ballpark: an "informational" portal (read-only) stays under EUR 35,000, while a "transactional" portal (ordering, payment, upload) often exceeds EUR 50,000.
SaaS module vs custom build: the real comparison
Many vendors offer a turnkey portal module. It starts fast but hits a ceiling as soon as your processes leave the standard path.
| Criterion | SaaS module | Custom portal |
|---|---|---|
| Upfront cost | EUR 3,000 - 10,000 | EUR 25,000 - 70,000 |
| Monthly subscription | EUR 200 - 1,500/month | Retainer EUR 300 - 900/month |
| ERP integration | Limited / fixed connectors | Custom, unlimited |
| UX customization | Low | Total |
| Code ownership | No | Yes |
| Time to launch | 2 - 4 weeks | 10 - 16 weeks |
| 3-year cost (100 users) | EUR 40,000 - 70,000 | EUR 45,000 - 90,000 |
SaaS wins on simple cases and time-to-market. Custom wins as soon as the portal becomes a strategic asset tied to your business processes and ERP.
Mini case study
Thomas, sales director of an industrial trading SME in London (48 staff), logs 1,400 calls and emails/month to customer service: "where is my order", "resend my invoice". Each request takes 7 minutes on average, i.e. roughly 163 hours/month. At a loaded cost of EUR 32/hour, that is EUR 5,216/month of admin time.
He invests EUR 44,000 in a customer portal with order tracking and an invoice area, plus EUR 550/month for maintenance. The portal absorbs 35 % of requests, saving EUR 1,826/month. After the retainer, net gain is EUR 1,276/month: the investment pays back in about 34 months, before counting client satisfaction and freed-up sales time.
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FAQ
How much does a custom customer portal cost in 2026?
Expect EUR 25,000 to 70,000 in London depending on scope. A read-only portal stays under EUR 35,000; a transactional portal with payment and ERP integration exceeds EUR 50,000.
What timeline should I plan for?
Between 10 and 16 weeks for a full portal. Discovery and integration with existing systems (CRM/ERP) often account for 40 % of the schedule.
What ROI can I expect from a client area?
A 20 to 40 % drop in support requests is realistic within the first quarter. On a saturated service desk, payback typically lands between 24 and 40 months.
SaaS or custom?
SaaS suits standard needs with a 2 to 4 week time-to-market. Custom is the right call once the portal must match your processes and integrate tightly with your ERP.
Do I need maintenance?
Yes, a retainer of EUR 300 to 900/month covers security, evolutions and version upgrades. It is essential for a tool handling client data.
Let's scope your project. Tell us your client volume, your tools (CRM/ERP) and the key features you need, and we will size a right-scoped portal. Detailed quote within 48 h. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
