Purpose

Once your customers accept their invite to create a new account to access the Customer Portal, there are many things they can do once they log in.

📌Note: If your customers have access to multiple portals due to having properties in multiple Branches with your company, make sure they are logging in with the correct Customer Portal URL as each branch for this company will have their own unique URL.

Their email address and password will be the same for each URL they have access to.

We will go over the self-serve features that the customer portal offers, so you can understand the level of permissions that your customers can do on their own, without additional management:

Under the profile icon, users can set payment methods, reset their password for the portal, learn more about the current version of the customer portal, and sign out of their accounts.

Customers have the option to add a new payment method, and set a default payment method for their transactions under Manage Payments.

⚠️ Your Aspire system must be set up to accept Electronic Payments before your customers are able to self pay in the Customer Portal.

📑To learn more about our electronic payment partner that integrates with Aspire and the Customer Portal, click here.

📌Note: Your customers will be only able to use payment method types based on what you have chosen to accept and have also set up in Administration for the Customer Portal.

Existing payment methods for the customer will appear here, or customers can click the Add Payment Method button to add a new source.

If you accept Card payments in the Customer Portal, customers will see the option to add cards to their account and save them for future use!

If you accept ACH Payment methods, the ACH option will appear for customers to add a source to.

⚠️ No spaces or special characters besides "/" should be used in this box.

📑To learn about setting up Electronic Payments for the Customer Portal in detail, watch this video!

📌Note: In order to use this section, you are required to have Electronic Payments turned on for your organization’s Aspire account.

Regardless of if a customer has chosen to add ACH or Card payment methods to their account, with any sources added, they can opt into getting transaction receipts emailed to them.

They can turn the toggle button on to enable payment receipts:

The property filter helps your client filter portal content and helps them make their experience their own! By default, all of your customer’s properties will be selected, but if they want to view one property’s data, or even a group of properties, they can click the dropdown and select them from the list!

📌Note: Using the multi select option updates the data displayed for each property across the entire customer portal.

The current balance amount displays the sum of all due invoices for properties selected by the property filter.

💡The Current Balance amount includes applied invoice credits, but it doesn't include any unapplied credits.

All proposals that have been shared with your customers via the Email or Print Proposal features in Aspire Desktop will appear in the Proposals section of the Customer Portal.

All contacts tied to the property can view Proposals, but only Primary and Billing can sign Proposals.

Customers can use the Show dropdown to review All, Pending Accepted, or Rejected Proposals on this screen.

To review the proposal in more detail, click on any proposal from the Proposals list:

The proposals detail screen shows the proposal in a webpage format which is helpful for clients that will be using a mobile device to review this information.

🧠 In Administration, If you have set up to have your service line item details shown in the portal, this is where that information will be displayed! If you have chosen to not show details, this screen will show you a lump sum of the total services estimated instead.

The Service Contact you see on this screen will be the Sales Rep on the opportunity, which is also an optional setting turned on in Administration during the set up of your Customer Portal for phone numbers. The Service Contact Name and email address will always be displayed.

🧠Only Primary and Billing Contacts tied to the property can sign the Proposal.

When your customers are ready to sign their proposals, they will click on the View Proposal button:

This opens the proposal in PDF format.

Next, they will click the Sign button to pull up the Electronic Signature window.

💡If the proposal has Optional Services estimated, they will appear in this window with checkmarks. This is available for use for both Work Order and Contract Opportunity Types.

Your customer can choose to check them at that time and add the additional cost to the approved proposal amount! The Proposal Screen will also be updated showing which Optional Services have been selected by your customer.

Once the customer signs the proposal, the proposal status will update from Pending to Accepted.

The Sales Representative tied to the opportunity will be notified via email that the proposal has been signed in the customer portal. The Sales Representative will also be notified of the signature on any change orders reproposed to the customer!

🧠 Customers can sign proposals that aren’t already in a status of Approved or In Production; they would be able to sign proposals electronically if the opportunity status is marked as Delivered.

If a proposal has a status of In Production, inside the customer portal, View would be the only option.

Your team can confirm if an opportunity proposal has been signed in Opportunities ➡️ Display, to add the Electronic Signature column.

This will provide information on when the opportunity was signed without having to drill into the Audit information on each opportunity.

On the Visits section of the Customer Portal, your customers can review Completed or Upcoming Visits for the next 30 days.

If you are adding Visit Notes to a Work Ticket Visit, you have the option to check the Shown in Portal checkbox to display your Visit Note to your customer when they are in their customer portal:

All of your customers' invoices that have been shared are going to be displayed in the Invoices section of the Customer Portal.

📌Note: Visibility for reviewing Invoices in the Customer Portal are for all associated Customer contacts that have accepted their invitation.

Either the Primary contact on the property, or the Billing contact on the invoice can make payments onto the Invoice.

Customers can choose to select between viewing All, Due or Paid invoices in the dropdown on this screen.

This list will display important information regarding their individual Invoice balances, the property the invoice is for, as well as the Service the invoice is for.

If a customer clicks on any invoice line item on this screen, they will be taken to the Invoice details screen in a webpage format.

This screen shows their balance, Services and Visit detail, Service Contact and the Property and links back to the original Proposal details.

Important things to know about Invoices in the Customer Portal:

🧠 All contacts on the property can view invoices.

🧠The Primary and Billing Contacts can pay invoices.

🧠 The due date displayed in the Customer Portal is tied to the net terms of the invoices.

Next, learn how a customer makes a payment on one of their invoices!

The action buttons for paying invoices are View Invoice or Pay Invoice.

Clicking Pay Invoice brings the customer directly to the payment screen!

Clicking View Invoice will allow your customer to view their Invoice in a PDF format. After reviewing the Invoice, they can click Pay Invoice on this screen.

If Partial Payments were set up for your customer portal in Administration, then there will be both the option to pay either the Full Balance, or Other Amount, which allows customers to pay a partial amount towards their Invoice Balance.

Any convenience fees are automatically calculated on this screen and will be displayed.

🧠If a customer has any payment methods on file, they will be displayed in this window. They can always choose to use the Add New Payment Method option before paying their invoice.

Customers can view Requests (reminder these are also called Issues in Aspire Desktop) within the portal. All contacts tied to this property can view, create, and comment on Requests.

They can only view the Requests that have been marked as Include Client when Issues are created or edited in Aspire Desktop.

Comments on the Request are visible to customers if they are marked as Public.

Customers have the option to add comments, including adding attachments, or they can create new Requests directly from the portal for any of their properties.

Once this request has been created in the portal, the Account Owner associated with the property will receive an email notification, letting them know that there is a new Request ready for review. This will also appear in the Activities module for the Account Owner!

📌 Note: Requests shown to customers can be turned on or off depending on your Customer Portal Configuration settings.

To read more about creating and managing Issues in Aspire, read the following article, here.