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Web & Digital Platforms

Customer platforms: one account, kept current by the operation

Your customers have more going on than one job: a second property, a maintenance plan, a visit next week, an open invoice, a spouse who wants to see the schedule. A customer platform puts all of it on one signed-in account. Each part reads from the system that owns it, so when the office moves a visit, the account already shows it. We connect each part of the account to the system that owns it.
Talk through your customers' accountsSee what's on the account ↓
J.H. · accountproperties2 · home and a rentalplan2 visits a yearplanfilters ship Mar 3next visitTue 8–10next visitThu 1–3 · moved by the officeinvoices1 open · INV-2301messages2 unreadhousehold1 personhousehold2 · A.H. can viewschedulingbillingCRMplans and storesign-in

What's on the account, and where it comes from

Every tile has one owner. The account shows it; it never keeps its own copy.
Propertiesthe CRMadd a property, set access notes
Planplans and storesee what's included, renew
Visitsschedulingreschedule within the rules
Invoicesbillingpay through the payment provider, download
Messagesthe CRMreply; every message lands on the record
Householdsign-ininvite someone, choose what they see

Adding a household member

Two people, one account, each signed in as themselves.

C-0731 · J.H. invites A.H.

  1. Invite sent

    J.H. chose view only

    done

  2. A.H. signs in

    with their own email

    done

  3. Access set

    sees visits and invoices; can't pay or cancel

    done

  4. Recorded

    on the account's history

    done

  5. Removable

    by J.H., at any time

    done

A.H. sees the schedule without borrowing J.H.'s login, and J.H. stays in charge of the account.

A portal page, or a customer platform

A portal page

  1. 01Shows one job's status
  2. 02Its own login and its own copy of the customer
  3. 03Updated when someone remembers
  4. 04One person per account

Customers still phone about everything else.

A customer platform

  1. 01Every property, plan, visit, invoice and message
  2. 02The same sign-in and customer record as the rest of the business
  3. 03Kept current by the systems behind it
  4. 04Household members, each with their own access

The account is where the customer relationship lives.

The parts it's built from

Each part is built and tested on its own, so you can start with one and add the rest.

  1. Accounts

    Identity & Access Management

    • account owner
    • household members
    • roles

    a member removed → signed out everywhere

  2. Portal

    Customer Portals

    Each customer's own visits, plans and documents.

  3. Screens

    Application Frontends

    Every tile, in every state.

  4. Structure

    UX & Information Architecture

    Organised by what customers come to do.

Kept currentAPI IntegrationEvery tile reads from the system that owns it.

Is a customer platform the right system?

Good fit

  • Customers have more than one thing going on: properties, plans, visits, bills.
  • The office answers the same questions by phone every day.
  • More than one person per household or business needs access.

Avoid when

  • Customers only need one job's status. A self-service portal is enough.
  • Your systems can't be connected yet. Start there.

How we'd approach it

Most of the early work is listing what customers need on the account, which system owns each part and who may sign in.

  1. 01

    Understand

    As much as the problem needs

    We map how the work runs today: who does what, which systems hold the records, and where it breaks.

  2. 02

    Design

    Decided before it's built

    Ownership, rules, integrations and exceptions, agreed with you and written down with acceptance criteria.

  3. 03

    Build

    Connected to what you use

    We build the scoped system, connect it to the tools you already run, and test it on the cases that matter.

Related systems

The capabilities underneath

Questions about customer platforms

How is this different from a customer portal?

A portal usually shows one thing, like a job's status. A customer platform is the whole account: every property, plan, visit, invoice and message, kept current by the systems that own them.

Do customers need a password?

They can sign in with a link sent to their email or phone, or with a password if they prefer. Either way, each person signs in as themselves.

Can business customers have several users?

Yes. An account can have members with different access, like an accounts contact who sees invoices only.

Who handles payments?

A payment provider takes payments under its own security rules. The platform shows what's owed and records what's paid.

Give every customer one account

Tell us what customers ask your office about most. We'll show you what one signed-in account would answer.

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