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Clients

Rolling the portal out without a support queue.

The portal removes work only if clients actually use it. That depends almost entirely on how you introduce it — and it is free, so there is no commercial reason to hold back.

3 min read OwnersAccount managersFM & estates

Section 01How to do it

  1. 01

    Switch it on, then create the logins

    Portal access is a toggle on the client record, and it can be turned on across your whole client list in one action. You create each portal user yourself — their name, their email, and whether they should receive invoices — so nobody self-registers and you always know who can see what.

  2. 02

    Start with one client who asks a lot

    Your highest-maintenance client is the best pilot, because the saving is measurable within a fortnight.

  3. 03

    Invite the right people

    Whoever currently emails you for updates. They get their own login and their own 2FA, scoped to their own properties.

  4. 04

    Tell them what is in it

    Reports, compliance overview, remedial progress, quotes to approve and invoices to pay. One sentence per item is plenty.

  5. 05

    Stop answering by email

    Gently. Reply with the portal link once or twice and the habit changes. Keep answering by hand and it never will.

  6. 06

    Roll it to everyone

    It costs nothing per client, so there is no reason to ration it once the first one works.

Section 02What the app actually does here

  • Each portal user gets their own login with TOTP or email two-factor authentication
  • The workspace can reset a portal user’s 2FA for them
  • Clients can accept a quote, report a door issue and pay an invoice without emailing anybody
  • A door issue reported in the portal can be converted straight into a remedial task
  • Clients can download inspection reports, evidence packs, quotes, invoices, RAMS or RAMs and survey PDFs themselves
  • A portfolio compliance overview is available to them as both PDF and CSV
  • Portal users are created, updated and removed by you, and the portal can be switched on in bulk
  • Each portal user can be set to receive invoices or not, so the site contact and the billing contact do not have to be the same person
  • Your logo appears on portal emails

Section 03What goes wrong

Every one of these has cost somebody real time. They are cheap to avoid and expensive to unwind.

Inviting a generic mailbox

Shared logins defeat the audit trail and make 2FA awkward. Invite people.

Rolling out silently

An unexplained login email gets deleted as phishing. Tell them it is coming.

Keeping the email habit alive

If you answer both ways, they will use the way that costs them least effort — which is you.

Section 04Questions

Q01

Does portal access cost a seat?
No. Client portal access is never billed as a seat, however many clients you report to.
Q02

Can a client see other clients’ properties?
No. Access is scoped to their own properties, with their own two-factor authentication.
Q03

Can they raise problems through it?
Yes — a client can report an issue against a specific door, and it lands on the right record rather than in an inbox.

Section 05Related

Client portal

What the portal does

Read →

For FM & estates

Stakeholder reporting

Read →

Reports & exports

What they can self-serve

Read →
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