The customer portal is designed for clients that want to access the latest information about their properties. The main page includes summaries of quote and invoice activity, asset compliance status, routine maintenance and service calls. Its convenient, user-friendly features include:
High visibility of information.
Ease of navigation.
Access to all the information without leaving the main portal page.
What customers can do in the portal
Navigation and overlay
Clicking on most of the information in the Customer Portal will bring up an overlay which allows customers to:
See a more detailed listing of the items they click on.
Filter and view specific items.
Preview and Download documents and spreadsheets where applicable.
This overlay can be closed at any point to return to the main portal view by clicking on the X in the upper-right corner, hitting back in the browser or tapping the escape key. This provides an abundance of information without getting lost.
Main page and elements
The main page consists of:
Map of all properties, colour coded by their highest severity defect
Properties: Customers can see a list of all their properties with all their outstanding defect quotes, due invoices or open defects.
Activity report: Outstanding quotes and invoices for the entire portfolio
Defects: Open defect information for the entire portfolio
Routine activities: Routine maintenance information
Service calls: Reactive works information
The information displayed in these panels comes from all properties.
Map
Displays the location of properties, with the pins of those properties coloured by highest, open defect severity on that site.
Properties
This window displays a list of all properties in the customer's portfolio, as well as a count of the following:
Invoices
Quotes
Defects
Compliance by Contractor (auditing)
Each heading will show the number of overdue invoices, outstanding defect quotes waiting for authorisation and open defects (excludes information or recommendations) for each property respectively. Click on any of these numbers to see a detailed listing of the items under their respective heading (i.e. click on the number under the Quotes heading to see a full list of those quotes.) Click on a property to view details, including assets, tasks and any publicly shared files and folders for that property.
Clicking on the Search button in the upper-right corner of this section will access detailed listings of information across all properties for the following:
Properties
Assets
Reports
Defect Quotes
Service Quotes
Tasks
Activity report
The activity report presents a summary of all Defect Quotes, Service Quotes and Invoices (across the entire property portfolio) under collapsible headings. Click on any of these to expand the menu and see all the applicable options for each item.
The Download PDF button will preview and download a monthly report that covers all these items for the month. It will default to the current month, however customers can select a different month at the top before downloading to get the report for month of choice.
Defects
A visualised defect summary, with a tally of defects at the top and graphs colour coded by severity representing:
Defects raised for each month over a 12 month period from the current month. They will appear green if those defects are resolved or another colour if they are still open.
All Assets and ESMs grouped by type, with the colour representing the highest severity of open defect on each i.e if one of the extinguishers has a critical and a non-conformance on it, it will show up in the critical defect section of the Extinguisher asset type.
Customers can hover the mouse over parts of the graph to see a severity breakdown, and click on any of the bars in the graph to display a list of all defects for that asset or ESM type. Click the Search defect button in this section for a detailed listing of all remarks.
Note: The customer portal only sees Published remarks so that you have time to review those remarks before your customer sees them. A remark is published if it lives on any published reports, it can also be published by going to Customer Data > Assets > Remarks and using the bulk edit to publish the filtered remarks.
Routine activities
This section displays the status of routine maintenance across a 12 month period, colour-coded by tolerance. Pending can either mean they are already generated in tasks, unperformed or still waiting to be generated. Hovering the mouse over any part of the graph will provide a breakdown of the information presented, and a date selector at the top of this section allows you to go back and forth to see information from previous years. Each month is clickable in order to see more information.
The Routine Activity Report is a downloadable report detailing the routine maintenance that has been performed within a certain month. Customers are able to select the date range of this report.
Service calls
This section displays a breakdown of reactive tasks (non-routine and non-fixed billing) over a 12 month period, colour coded by tasks status STAGE (onhold, ready, inprogress, performed, complete).
The table is broken down by the created month of that task. Customers can click on any of the bars in the graph to see a detailed listing.
Setting Up
Configuring default view for all clients
You can toggle the visibility of the following customer portal elements for all clients:
Activity Report
Spend tracking panel
Defect analytics panel
Routine activities panel
Service calls panel
Go to Control Panel > Customer Portal
Select or unselect the sections you want visible to clients by default
Click Save
Note: You can still customise the view for individual clients, explained in the next section.
Customise view
You can toggle the visibility of certain sections on the portal for each individual client by clicking the Customise button at the top of the portal. This will give you a pop-up window where you can toggle the visibility of the following panels:
Defects
Routine activities
Service calls
You can toggle the visibility of certain sections on the portal for all your clients as a whole by going to Control Panel > Customer Portal.
Giving your customers access to their portal
Customers can get access to their portal by way of invitation, which creates a user account with a Customer license (does not count towards your chargeable license usage). You can either send invitations to selected clients in bulk or do it manually, one by one.
Invitation emails expire after 3 days, after which you will need to go to the Clients page > tick the client > Edit (x) clients > select Invite from the Portal access field > Apply changes.
In bulk:
Go to your client list
Filter for the clients you wish to grant access to
Use the bulk edit to send invitations.
This will send a link to your customer, and prompt them to setup a password to access the server in future.
Manually:
View the client you wish to grant portal access to.
Under the Customer portal heading, click Send Invitation.
This will send a link to your customer, and prompt them to setup a password to access the server in future.
Note: If the client does not have an email, this button will not appear. An email address must be added in order to set this up.
Client forgot their password?
View the client you are wanting to reset the password for.
Under the Customer portal heading, click on the Authorised user.
Click Send welcome email.
This will send a link to your customer, and prompt them to setup a new password to access the server in future.
Granting users access to the Client Group portal
Only active user accounts with a Customer license can be invited to be an authorised user to access a client group portal. There are no limits or charges associated with this license. Users with this license cannot access any other part of the Uptick product beyond the customer and client group portals that they are the authorised user of.
Customer user account creation can be done in the following ways.
The user is already an individual client and is granted a user account by being invited to the customer portal, which automatically creates a user with a customer license.
The user is created and assigned a customer license manually.
To grant users access to a client group portal:
Go to the client group page
Update client group
Add the user to authorised 'accounts' field. These users will be able to see all properties covered by that client group.
Note: Multiple users can be given access to a client group portal. If this user isn't already created, you'll need to add them as a 'customer' user of your Uptick account. More on creating a new user here. Customer users are not charged.
Users with access to the Client Group portal can see all properties from clients that are part of that group. When the user signs in they'll be presented with a menu to select whether they want to see the portal of a specific client in the group or the portal for the whole group. Once selected, you can always change the view options by clicking on the user icon at the top and selecting the Change view.
