Using the Customer Portal
  • 28 Jul 2022
  • PDF

Using the Customer Portal

  • PDF

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 the user’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 the user 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 ElementDescription
Company LogoLogo established in the Navigation Bar section of the Customer Portal tab of the Application Configuration screen in Aspire.
Screen TitleTitle established in the Navigation Bar section of the Customer Portal tab of the Application Configuration screen in Aspire.
Property ListDisplays the property for which information is shown on the Dashboard screen. If the logged-in customer user is a contact for multiple properties, then this field provides a drop-down list allowing the user to select from among those properties to display information.
Action Menu Button

When the customer user clicks this button, the Portal displays a menu as shown containing the following options:

  • Manage Payment Methods – Displays the Manage Payment Methods screen. This option is only available if the Electronic Payment feature is enabled on the Electronic Payment tab of the Application Configuration screen.
  • Reset Password – Displays the Reset Password screen
  • Logout – Logs the user out returning them to the Login screen
View Selection ButtonsThe 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 AreaInformation 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 ElementDescription
Invoice Selection

A dropdown that provides three options determining which invoices to display:

  • Open – Shows all invoices that still have a current balance due.
  • Paid in last 6 months – Show all invoices dated during the last six months that are fully paid.
  • All Paid – Shows all fully paid invoices (not limited by time).
Invoice Options icon

If open invoices are displayed, clicking on the Invoice Options icon provides the following two options:

  • View – Shows a PDF image of the invoice. Once displayed, clicking on the portal outside of the invoice closes it.
  • Pay – Displays the Make Payment screen allowing the customer used to make a payment. Before the user will be able to make payments, they must first establish at least one valid payment method.

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 DueShows the total amount still due on the invoice. This value will differ from the Invoice Amount for partially paid invoices.
Invoice AmountShows the total amount of the original invoice.
DueShows the date by which payment for the invoice is expected.
Pending Payment AmountIf 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 user 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 ElementDescription
Invoice NumberInvoice number that the customer user selected for payment.
Amount RemainingThe amount remaining to be paid on the invoice based on prior payments that may have been made.
Payment MethodAllows the user to select from a list of payment methods (credit cards, debit cards, or bank accounts) that they 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.  
AmountAllows the customer user to specify how much they are paying.
Convenience FeeDisplays the convenience fee based on the established fee percentage for the value the user has specified in the Amount field. Only shown for credit or debit card payments – not for ACH.
Total Amount to be paidShows 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 ButtonInitiates the payment.
Cancel ButtonCancels 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 ElementDescription
Proposal Selection

A dropdown that provides three options determining which invoices to display:

  • Open – Shows all proposals for opportunities that have not been won whose start date is less than a specified number of days in the past. The number of days is defined on the Customer Portal tab of the Application Configuration screen in the field called Show only Proposals within specified days.
  • Work In-Process – Show proposals for jobs that are currently being worked and are not complete.
Proposal Options Icon

If open proposals are displayed, clicking on the Proposal Options icon provides two options:

  • View – Shows a PDF image of the proposal. Once displayed, clicking on the portal outside the proposal closes it. While the proposal is displayed, Aspire provides an option to print it.
  • Sign or Select and Sign  If the proposal has already been signed, the Sign option is disabled.
    • For contracts or for work orders without any optional services, Aspire provides the View option that displays the Signature Pad allowing the customer user to sign the proposal with their mouse or finger (depending on device).  
    • For work orders having optional services from which the customer may choose, Aspire provides the Select and Sign option which allows the customer to select optional services before signing the work order.
If proposals are displayed for jobs that are already being worked on, then only the View option will be available.
Proposal #Number identifying the proposal.
PropertyName assigned to the property.
DescriptionOpportunity description.
Estimated StartPlanned start date of the associated contract or work order.
Status

Shows the proposal status which can be one of the following:

  • Approved – Ready for signature, but the proposal but was not sent to the customer via another delivery method.
  • Delivered – Ready for signature. The proposal was additionally sent via another delivery method to the customer (or in process of being sent).
CostThe 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 signature.

The screen elements for the Signature Pad are described in the following table.

Screen ElementDescription
Signature AreaThe 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 ButtonThis button is only enabled if the user has made a mark in the signature area. The confirmation dialog will be displayed as shown at right before returning the user to the Dashboard.
Clear ButtonClears all marks from the signature area allowing the customer user to re-enter their signature.
Cancel ButtonCloses the signature area without signing the proposal.
Customer Portal Optional Service Selection

If the proposal has optional services from which the customer may choose, the user is 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 the user has signed the proposal in the Customer Portal when the user in the Aspire Desktop thereafter displays the proposal, the Signature icon is available, and if the user hovers 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 ElementDescription
Issue Selection

A dropdown that provides three options determining which issues to display:

  • Open – Shows all open issues that are available to the client for the selected property.
  • Closed – Show proposals for jobs that are currently being worked and are not complete.
Create ButtonClicking this button initiates the creation of a new issue that is made available to the service contractor in the Aspire Desktop application. When the user clicks 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:

  • View – Displays the View Issue screen showing information about the issue including comments that were marked “Public” in the Aspire Desktop.
  • Add Comment –Displays the Add Comment screen allowing the customer user to add a comment to the issue which becomes available to the service contractor.
Issue #Number identifying the issue in Aspire.
SubjectSubject summarizing the issue.
Last UpdatedSpecifies the date that the issue was most recently updated with a new comment.
Create 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 ElementDescription
PropertyRead-only. Name of the property.
SubjectRequired. Allows the customer user to enter a subject summarizing the issue.
PriorityAllows the user to specify the priority of the issue as High, Medium, or Low.
Notes/DescriptionAllows the user to enter a fuller description of the issue that will provide guidance to the service contractor.
Choose File ButtonClicking this button displays a dialog allowing the user to locate and attach up to five images or other attachments to the issue. When the file selector window is displayed, the user can select multiple attachments by holding the Ctrl or Shift key while clicking on files. Note that if the user selects files, and then goes 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 ListThis field shows a list of the images that have been attached.
Add Comment ButtonCompletes the action of creating the issue and returns the user 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 ButtonCancels the creation of the issue and closes the window without saving. Returns the user 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 ElementDescription
PropertyRead-only. Name of the property.
SubjectRead-only. The subject of the issue.
PriorityRead-only. The current priority of the issue.
Comment AreaScrollable area for displaying comments representing the history of the issue
Created On ColumnThe column shows the date that the comment was added to the issue.
By ColumnThe column showing the name of the person who created the comment.
Comment ColumnThe column showing the comment including any photos that might have been added.
Close ButtonCloses 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 the user 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 ElementDescription
PropertyRead-only. Name of the property.
SubjectRead-only. The subject of the issue.
PriorityRead-only. The current priority of the issue.
Notes/DescriptionAllows the customer used to enter their notes to be communicated back to the service contractor.
Choose File ButtonClicking this button displays a dialog allowing the user to locate and attach an image to the issue.
Comment AreaScrollable area for displaying comments representing the history of the issue
Created On ColumnThe column shows the date that the comment was added to the issue.
By ColumnThe column showing the name of the person who created the comment.
Comment ColumnThe column showing the comment including any photos that might have been added.
Add Comment ButtonCompletes the action of adding the comment entered in the Notes/Description field to the issue.
Close ButtonCloses the window without saving the comment.



What's Next