What your Customer Sees on the Portal
The Customer Portal page gives them access to the features you enable. The screenshot below shows an example portal interface with a Green box around the 4 main optional features (Services, Supplies, Inspections, and Feedback).
If you are not going to provide any of these features to your customer, you do not need to give them portal access.
If you wish to enable ANY of these 4 features and give a customer portal access, you will need to follow the Customer Portal Setup Instructions found at this link.
How Customers interact with the Portal
Customers can interact with each enabled feature by navigating to its page and submitting requests and reviewing the data available.
When you provide a portal to one of your customers, they only have access to the specific features you enable for them. These are described below:
Service Request Feature
Service Requests can be enabled to allow your customers to request services through the portal. This gives the ability to document and track a requested task.
Supply Request Feature
Customers can use the supply request to get more consumable supplies. You will set up what supplies they have access to, and they will also be able to add additional details to the request.
The portal’s Inspections page gives the customer access to the inspections done on their locations. They are able to view the ratings and the results your inspectors give on their locations.
The feedback page on the portal works just like a service request and allows the customer to send you their level of satisfaction and a message telling you what they are feeling about your service. It can be tracked just like Service and Supply requests, so your notifications will keep you updated as soon as feedback is submitted.
Where to find Customer Requests
When you have an incoming customer request, There will be a link at the top of your Janitorial Manager webpage (highlighted with a green box below).
Click on the "New Client Requests" link to open your portal activity page. (Also shown in the above image)
This page will display all the requests that require your attention. This list is sortable and filterable by interacting with the sorting and filtering tools in each column.
How to Respond to Customer Requests
When a request comes in, follow these steps to access and respond to the request in your JM account.
- Click on New Client Requests
- Find the request you wish to interact with, and click the View Request button in the Actions column
- This will bring up a request page that shares information in the following screenshot, explained in the below "Service Request" screenshot
Service Request Screenshot
Each menu provides different options on requests:
- General - menu provides the existing information on the request
- Messages - Messages are communicated directly to the requester via email and are also displayed on the portal. Messages sent from a portal user will also be displayed here.
- Notes - Notes are not shared with the requester or any other portal user.
- Actions - Actions are where you interact with the request itself. Each request has 5 steps in the life of a request. This is illustrated in the Actions section below.
There are potentially Five steps in a request. New, Opened, In-Progress, Pending Confirmation, Resolved.
Each step will provide instructions for how to proceed with the request right on the website (In the box Labelled "Next Steps"). They'll walk you through each part of the process and show you the options on the page.
This is your JM view of the pending confirmation screen. Click here to view the customer view for pending confirmation.
Pending Confirmation on the Customer Side
This is your customer's view of the pending confirmation screen. When you give them the ability to confirm the request's resolution, the request will stay open until they click the link at the bottom of the request labeled "Confirm Request Resolution" and fill out the form on the next page.
The resolution form has 3 questions, 2 are required. The requirements are the customer's satisfaction with the resolution and if the request can be marked as resolved. The optional entry is for notes about the resolution if they have any comments. When the customer saves the resolution as completed, you will get an update on the request on your side.