The customer portal
The portal is your customers' space: they follow what you do for them there, without calling you. It has its own entrance, its own sign-in, and never gives access to the office.
Giving access
Access opens to a person — a contact on the customer's record —, through "Invite to the portal": they receive an email to choose their password (see Users and roles). A person who follows several of your customers (a manager of several stores) finds them all in the same account. "Revoke access" closes it again. The account starts in the customer's language, and the person changes it from their portal.
The customer signs in on the Customer portal — a link in the footer of your site — with their email address; "Forgot your password?" works there just as it does at the office. If they go through "Sign in", the office's door, they still land on their portal.
What they see
A customer only sees their own sites, and only what concerns them:
| Screen | What they find there |
|---|---|
| Home | their sites, their upcoming visits, their open issues, the quotes waiting for their decision, their latest reports |
| My sites | the addresses where you work for them |
| My equipment | the assets followed on their sites, with the next due date |
| My jobs | what is planned and what is under way |
| My reports | the signed report of each completed job — its latest version |
| My documents | the site documents you have shared with them |
| My issues | what your technicians reported, and where it stands |
| My quotes | the quotes sent, to read ("Open" shows the PDF), to accept or reject |
What stays with you is never shown to them: a draft quote, an unshared document, another customer's sites.
Deciding on a quote
In My quotes, the customer opens the PDF of each quote sent, then accepts or rejects it; the confirmation recalls the number and the amount including VAT. Accepting approves the defects the quote covers and notifies your managers and your accounting; the managers schedule the repair (see Defects and quotes).
Requesting a job
"Request a job": the site concerned, the job type (if in doubt, the closest one; you will requalify it), and the need — what they notice, since when, how to get in on site. The request reaches your managers and dispatchers at once, as a draft, with a notification; they then see the visit date in My jobs, and the report in My reports.