Introducing the Customer Portal

We have built a Customer Portal, available for our clients’ customers. As part of the ServiceCore Pro Plan, the Customer Portal offers several features and benefits:

  • Efficient Payments & Seamless Service Requests: Your customers can now enjoy streamlined operations, including expedited payments and effortless service requests. By empowering them to manage transactions and submit service requests online, we’re accelerating payment cycles and fostering a more positive and efficient service experience.
  • Enhanced Customer Service: Our goal is to elevate customer satisfaction by offering a seamless, user-friendly interface. By offering access to critical functionalities in one convenient platform, we’re enhancing engagement and empowering your customers to take control of their account management.

Our goal is to help our clients Be Better Than The Best, and the mobile-friendly customer portal gives them a tool that turns every customer interaction into an opportunity to exceed expectations and build trust.

In this article, we will go over steps to:

Before you Start

Here are some things you should know before using Customer Portal: 

Feature Overview

From the Customer Portal, your customers can:

  • Request service
  • Make a Payment
  • Invite company contacts to join the portal

From ServiceCore, you can:

  • Invite company contacts to join the portal
  • Manage and take action on service requests that come from the portal

Portal Setup

Enable Portal for your Customers

To activate the customer portal for your customers, go to your Customer List, choose a customer, and click on the Contacts tab once on the customer details page. Toggle 'Customer Portal Enabled' to On. This action will trigger an email inviting the selected contact to join the customer portal and set up their account.

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Manage Products & Services Displayed in the Portal

To access portal settings in ServiceCore, navigate to Settings and then select the Customer Portal tab. Here, you can manage the lists of Products and Services available to your customers to select when requesting service through the portal. It's crucial to maintain an up-to-date list to ensure accurate service requests. Customers can only choose from the options provided here. 

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To add a new product, click the + New product button on the Products tab, fill in the required field, and click Save. 

To add a new service, navigate to the Services tab, click the + New Service button, fill in the required field, and click Save.

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To delete a product or service, click the trash can icon in the Actions column and Confirm Delete of the product or service.

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To edit an existing product or service, click the edit icon in the Actions column, this will display the Edit Product or Edit Service modal, where you can make the required update.

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Customer Portal Functionality

The following functionality will be available to your customers via the Customer Portal. 

Request Service

To request service via the portal, your customers will navigate to the Request Service page, complete all required fields, and click 'Submit Request'. Once submitted, the request will be accessible for you to view on the portal requests page of ServiceCore (outlined in the Portal Tab section of this article).

Please note that submitting a request does not guarantee service.

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Make a Payment

To make a payment via the portal, your customers will navigate to the Make a Payment page. From there, they can enter the desired payment amount, provide billing information, and submit the payment. Additionally, they can view their current account balance. Payments made via the customer portal will automatically be applied to the oldest invoice(s) first.

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Settings: Customers Enabling Portal for their own Company Contacts

To access Portal Settings, your customers will click on the settings cog located in the top right corner of the portal. In Portal Settings, they can manage access to the customer portal, as well as manage contacts.

To enable portal access for an existing contact, your customers can toggle the Customer Portal Enabled switch to on. The contact will then receive an invitation to join the customer portal and set their password. To disable portal access, they can simply toggle the switch to off.

To add a new contact, your customers can click on the Add Contact button, complete the required fields, and click Save Contact. New contacts added from the portal will automatically receive an invitation to join and will be listed under customer details in ServiceCore.

To delete a contact, your customers can click on the trash can icon in the actions column and then confirm the deletion of the contact. This action will remove portal access and delete the contact from the portal and the customer details in ServiceCore.

To edit a contact, your customers can click on the edit icon in the actions column, make the necessary edits, and click Save Contact. Changes made to the contact from the portal will also update in ServiceCore.

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Portal Requests in ServiceCore

Portal Tab

From any page of the ServiceCore web app, you will see a new addition to the top-level navigation for Portal.

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Clicking on Portal will bring you to the Portal Requests page, where you can view and manage service requests created by your customers via the customer portal. 

Viewing Portal Service Requests

To view portal requests in ServiceCore, select the Portal tab from the top-level navigation. 

Portal requests are categorized into one of four statuses:

  1. New: Requests that haven't been viewed by a team member yet.
  2. Read: Requests that have been viewed but not acted upon.
  3. Completed: Requests that have been converted into new jobs or rentals.
  4. Declined: Requests that have been declined.

You can utilize quick filters to sort requests by the date received, service request date, or request status. Additionally, you have the option to search for requests by customer, contact name, site or PO number

Convert a Portal Request to a Job or a Rental

To convert a portal service request to a job or rental, click View Details on the request. This will open the request details modal, displaying all relevant company and contact information, as well as the details of the service request.

From there, there are three options:

  1. Create Rental
  2. Create Job
  3. Decline Request

When you select "Create Rental" or "Create Job," you are directed to the existing Create Job / Create Rental page. The page is auto-populated with the details of the portal service request.

You can view the original request details by selecting the View Request button. You can make any necessary changes to the request before creating the job or rental.

Once back on the portal requests page, the request will move from New > Completed.

Decline a Portal Request

To decline a portal service request, begin by clicking "View Details" on the request. This will open the request details modal, where you can review all relevant company and contact information along with the service request details.

Next, click Decline Request from the modal. The customer who requested the service will receive an email notifying them that their request has been declined.

After declining the request, you will be redirected back to the portal requests page, where the status of the request will change from New > Declined.

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