Client portal and billing
A relocation services firm
Orders, coordination, payments and client questions moved out of inboxes and text threads into one portal everyone can see.
The problem
A growing relocation and residency services firm ran on messages. Every order came in by email or text, and the team carried each one by hand between the client and the provider doing the work.
What it looked like day to day
- Orders arrived by email and text, and each one had to be read and typed up by hand.
- Staff messaged providers with the details, then messaged the client, then went back and forth to find a time that suited both.
- Clients asked lots of questions, and staff answered them one message at a time.
- The current status of a job lived in someone's message history, so clients and providers had to ask.
What we changed
We mapped how a client order actually moved through the business, cut the steps that only existed to pass information along, and redesigned the flow around the client instead of the tools.
What we built
- A client portal with accounts, online payments and subscriptions.
- Answers to clients' questions built into the app, where they need them.
- Every process tracked and visible to clients and providers, so everyone can see the current status.
- A move of 149 customers and 46 active subscriptions off the old shop, with no one asked to sign up again.
- Automatic order notifications to the team and the client.
- Written, repeatable service processes the whole team works from.
The result
Manual work dropped by 80% and errors by half.
The team stopped being the wire that every message had to pass through. Nobody has to chase anybody to find out where a job stands, because clients and providers can see it for themselves. The clearest sign of what that freed up came next: staff used the time to design and launch five new products.
Next step
Let's find your hours
A Ways of Working Audit shows where your team's week goes, what it costs, and what can come back. You get the ranked list either way.