Giving a customer access
Open the customer, tab Details & portal logins, card Customer portal logins, and use + Invite someone at <customer>. They get an email with a link to set a password. See "Customer portal logins".
A portal login only ever sees its own company: never another customer of yours, and never another firm's data. For a client company you subcontract for, it sees the machines it owns at its customers' sites and the calls it sent you.
What the customer sees
Home: tiles for Machines, Need attention, Open service calls and To pay, the open calls with their status and planned visit, and a card per machine grouped by site.
Each machine card shows the status (Ready, Printing, Needs attention, Stopped, Offline and so on), current problems, toner bars and when toner runs out (only for machines monitored by the agent or Box), the last meter reading, the open call, and the buttons Report a fault, Order toner and Send readings.
Meter readings: one form for all their machines, and what they sent recently (Saved, Being checked, Not used).
Service calls: open calls and those of the last six months, with status, engineer's first name and the visit (planned, on site or done), plus Report a fault.
Toner: order toner for a machine, and what was ordered and sent in the last six months.
Invoices: issued invoices and credit notes of the last two years (never drafts) with Unpaid, Overdue or Paid, the amount and due date. Each opens as a printable copy with Print and Download PDF.
Questions
Can the customer see other customers' machines?
No. Every page is built from the signed-in person's own company only, checked in the database.
Can the customer see prices, contracts or draft invoices?
No. They see machines, service calls, toner, readings they sent and their issued invoices only.
Why do some machines show no toner?
Only machines whose printer is monitored by an agent or Box show live status and toner.
Where do their faults, readings and toner orders go?
A fault opens a service call (or is added to the open one). Readings are saved on the machine, and unusual ones wait in Meters & toner › To check. A toner order appears in Jobs & planning › Automation › Requests from customers and emails the office.
Does the portal need an app?
No. It works in any browser, on a phone or computer.
What if we suspend or stop working with a customer?
Turn their logins off on the customer page. If your firm's account is suspended, portal users lose access too.
Works together with
- Customer portal loginsOn a customer's page you see who at that customer can sign in to the customer portal, invite more people, send a fresh sign-in link and turn access off or on.
- Customer portal: send meter readingsA signed-in customer types the counters of any of their machines and sends them. Normal readings are saved straight away; unusual ones wait for the office to check, as with the reading link.
- Customer portal: report a faultA customer reports a fault on one of their machines, with a photo if they like. It opens a service call in your Service desk, or adds the note to the call already open.
- Customer portal: order tonerA customer orders toner for a machine and sees what was ordered and sent. The office is emailed and the request waits in Automation until it is handled.
- Customer portal: invoicesCustomers see their issued invoices and credit notes with the amount, due date and whether they are unpaid, overdue or paid, and can print each one or download its PDF.
- Customer portal: pay invoices onlineCustomers see their invoices in the portal and can pay open ones by card, or set up Direct Debit when you have invited them.
- Requests from customers (toner from the portal)When a customer presses Order toner in their portal, the request appears on Automations and in the bell, and the office gets an email. Mark it done when it is handled.