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Using the Customer Portal
- 07 Feb 2024
- 25 Minutes to read
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Using the Customer Portal
- Updated on 07 Feb 2024
- 25 Minutes to read
- Print
- PDF
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Once the customer has logged into the Customer Portal, Aspire displays the Dashboard screen that provides three different views for showing the customer’s invoices, proposals, or issues. The application configuration determines which of these views is made available to the customer.
Important Note:
The Customer Portal allows customers to view invoices and proposals as PDF documents. Browser settings must be properly selected for this to work properly:
- Firefox – If PDF handling in you’s Firefox browser is set to Save File (rather than Preview), the PDF window will show up as a blank area.
- Chrome – In Chrome, under Content Settings > PDF Documents > “Download PDF files instead of automatically opening them in Chrome” should be set to off to properly display the PDF documents in the Customer Portal.
At the top of the invoice or proposal viewing area, Aspire provides a hint to you as shown on the right, in case their browser settings need to be adjusted.
Customer Portal Dashboard Screen
When the Customer Portal Dashboard screen is first displayed, it shows all open invoices. (provided invoices are enabled in the application configuration).
The screen elements that are common to all three views on the Customer Portal Dashboard screen (depicted above) are described in the following table.
| Screen Element | Description |
|---|---|
| Company Logo | Logo established in the Navigation Bar section of the Customer Portal tab of the Application Configuration screen in Aspire. |
| Screen Title | Title established in the Navigation Bar section of the Customer Portal tab of the Application Configuration screen in Aspire. |
| Property List | Displays the property for which information is shown on the Dashboard screen. If the logged-in customer is a contact for multiple properties, then this field provides a drop-down list allowing you to select from among those properties to display information. |
| Action Menu Button | When the customer clicks this button, the Portal displays a menu as shown containing the following options:
|
| View Selection Buttons | The view selection buttons that are displayed depend on the settings in the Dashboard section of the Customer Portal tab of the Application Configuration screen in Aspire. The Portal underlines the button name for the button representing the information that is currently displayed in the Dashboard. |
| Dashboard Information Area | Information for the selected property represented by the current View Selection button. |
Invoices View
The Invoices view shows invoices for the selected property.
The screen elements for the Invoices view of the Customer Portal Dashboard screen are described in the following table.
| Screen Element | Description |
|---|---|
| Invoice Selection | A dropdown that provides three options determining which invoices to display:
|
| Invoice Options icon | If open invoices are displayed, clicking on the Invoice Options icon provides the following two options:
If fully paid invoices are displayed, then only the View option will be available. Additionally, the Pay option is not available if the Electronic Payment feature is not enabled on the Electronic Payment tab of the Application Configuration screen. If the customer has initiated an electronic payment, but the payment has not yet been processed by the financial transaction processor, the menu provides the View option, but the Pay option is grayed out and inactive and showing “(Pmt Pending)” next to it. This prevents the customer from accidentally double-paying on the invoice. |
| Invoice # | Shows the invoice number. |
| Amount Due | Shows the total amount still due on the invoice. This value will differ from the Invoice Amount for partially paid invoices. |
| Invoice Amount | Shows the total amount of the original invoice. |
| Due | Shows the date by which payment for the invoice is expected. |
| Pending Payment Amount | If the customer has initiated an electronic payment, but the payment has not yet been processed by the financial transaction processor, these columns show the amount that is pending payment. |
Make Payment Screen
The Make Payment screen is displayed when the customer selects the Pay option for an open invoice. When the customer initiates payment for an invoice, if the selected payment method is ACH (vs. credit or debit card), the Convenience Fee field is not available.
The screen elements for the Make Payment screen are described in the following table.
| Screen Element | Description |
|---|---|
| Invoice Number | Invoice number that the customer selected for payment. |
| Amount Remaining | The amount remaining is to be paid on the invoice based on prior payments that may have been made. |
| Payment Method | Allows you to select from a list of payment methods (credit cards, debit cards, or bank accounts) that you have established for making payments. When the field is selected, it displays a list of the available payment methods. Expired credit cards will not be displayed in the list. |
| Amount | Allows the customer to specify how much they are paying. |
| Convenience Fee | Displays the convenience fee based on the established fee percentage for the value you have specified in the Amount field. Only shown for credit or debit card payments – not for ACH. |
| Total Amount to be paid | Shows the sum of the Amount field and the Convenience Fee field. This is the total amount that the Portal will charge to the payment method. Only shown for credit or debit card payments – not for ACH. |
| Pay Invoices Button | Initiates the payment. |
| Cancel Button | Cancels the payment and returns to the Dashboard. |
Proposals View
The Proposal view shows proposals for the selected property.
The screen elements for the Proposal view of the Customer Portal Dashboard screen are described in the following table.
| Screen Element | Description |
|---|---|
| Proposal Selection | A dropdown that provides three options determining which invoices to display:
|
| Proposal Options Icon | If open proposals are displayed, clicking on the Proposal Options icon provides two options:
|
| Proposal # | Number identifying the proposal. |
| Property | Name assigned to the property. |
| Description | Opportunity description. |
| Estimated Start | Planned start date of the associated contract or work order. |
| Status | Shows the proposal status which can be one of the following:
|
| Cost | The total estimated cost to the customer for the proposed work order or contract. |
Signature Pad
The Signature Pad is displayed when the customer user selects the Sign option for an open proposal allowing them to apply their electronic s
ignature.
The screen elements for the Signature Pad are described in the following table.
| Screen Element | Description |
|---|---|
| Signature Area | The rectangular area in which the customer user records their signature using the mouse, finger, or stylus (depending on their device) to sign the proposal. |
| Save Button | This button is only enabled if you have made a mark in the signature area. Th e confirmation dialog will be displayed as shown right before returning you to the Dashboard. |
| Clear Button | Clears all marks from the signature area allowing the customer user to re-enter their signature. |
| Cancel Button | Closes the signature area without signing the proposal. |
Customer Portal Optional Service Selection
If the proposal has optional services from which the customer may choose, you are provided with two options – View and Select and Signa – as shown below. Choosing the Select and Sign option displays the Select and Sign screen.
The customer can choose which optional services they want to be included for the job, by placing a checkmark in front of each desired service and leaving blank the services they do not wish to include. Once all desired services have been selected, the customer can click the Sign button to display the blank Signature screen which allows the customer to sign and submit their signature. When the customer submits their signature, an email is sent to the opportunity’s sales rep notifying them that the proposal is signed.
Signature Completion
Once you have signed the proposal in the Customer Portal when you are in the Aspire Desktop thereafter displays the proposal, the Signature icon is available, and if you hover over it, the signature is displayed as shown below. The proposal remains in the Delivered status (meaning delivered to the client for signature) until the Aspire Desktop user wins it.
Issues View
The Issues view shows issues that have been identified and are being addressed for the selected property.
The screen elements for the Issue view of the Customer Portal Dashboard screen are described in the following table.
| Screen Element | Description |
|---|---|
| Issue Selection | A dropdown that provides three options determining which issues to display:
|
| Create Button | Clicking this button initiates the creation of a new issue that is made available to the service contractor in the Aspire Desktop application. When you click the button, Aspire displays the Create Issue screen. |
| Issue Options Icon | If open issues are displayed, clicking on the Issue Options icon provides the following two options:
|
| Issue # | Number identifying the issue in Aspire. |
| Subject | Subject summarizing the issue. |
| Last Updated | Specifies the date that the issue was most recently updated with a new comment. |
Create Issue Screen
This screen is displayed when the customer user selects the View option for an issue.
The screen elements for the View Issue screen are described in the following table.
| Screen Element | Description |
|---|---|
| Property | Read-only. Name of the property. |
| Subject | Required. Allows the customer user to enter a subject summarizing the issue. |
| Priority | Allows you to specify the priority of the issue as High, Medium, or Low. |
| Notes/Description | Allows you to enter a fuller description of the issue that will provide guidance to the service contractor. |
| Choose File Button | Clicking this button displays a dialog allowing you to locate and attach up to five images or other attachments to the issue. When the file selector window is displayed, you can select multiple attachments by holding the Ctrl or Shift key while clicking on files. Note that if you select files, and then go back in to choose files again, the original files selected are replaced – only the group selected most recently will be attached to the issue. |
| File List | This field shows a list of the images that have been attached. |
| Add Comment Button | Completes the action of creating the issue and returns you to the Dashboard. When the customer user creates the issue, an email is sent to the Account Owner and the Operations Manager for the property. |
| Cancel Button | Cancels the creation of the issue and closes the window without saving. Returns you to the Dashboard. |
View Issue Screen
The View Issue screen is displayed when the customer user selects the View option for an issue.
The screen elements for the View Issue screen are described in the following table.
| Screen Element | Description |
|---|---|
| Property | Read-only. Name of the property. |
| Subject | Read-only. The subject of the issue. |
| Priority | Read-only. The current priority of the issue. |
| Comment Area | Scrollable area for displaying comments representing the history of the issue |
| Created On Column | The column shows the date that the comment was added to the issue. |
| By Column | The column shows the name of the person who created the comment. |
| Comment Column | The column showing the comment includes any photos that might have been added. |
| Close Button | Closes the View Issue screen. |
Add Comment Screen
The Add Comment screen is displayed when the customer user selects the Add Comment option for an issue. It allows you to enter a comment that is reported back to their service contractor.
The screen elements for the View Issue screen are described in the following table.
| Screen Element | Description |
|---|---|
| Property | Read-only. Name of the property. |
| Subject | Read-only. The subject of the issue. |
| Priority | Read-only. The current priority of the issue. |
| Notes/Description | Allows the customer used to enter their notes to be communicated back to the service contractor. |
| Choose File Button | Clicking this button displays a dialog allowing you to locate and attach an image to the issue. |
| Comment Area | Scrollable area for displaying comments representing the history of the issue |
| Created On Column | The column shows the date that the comment was added to the issue. |
| By Column | The column shows the name of the person who created the comment. |
| Comment Column | The column showing the comment includes any photos that might have been added. |
| Add Comment Button | Completes the action of adding the comment entered in the Notes/Description field to the issue. |
| Close Button | Closes the window without saving the comment. |
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