The Client Portal is accessible to authorized users for managing their claims and RMAs. It is designed to be user-friendly and intuitive, making it easy to navigate and find the information you need.
Client Portal Features
Homepage
Upon logging in, the clients are directed to the Homepage, which serves as the main page and provides a list of navigational links.
Client Portal: Homepage
Here Clients can:
Submit Claims and see their status
See issued RMAs
See their Products and warranty status
View a Knowledge Base of articles and attachments
The Client Portal can be easily changed by Admin to match your company’s branding (colors, menus, button text, etc.)
Claims Process
The overall claims process is illustrated below. Click here for a higher resolution pdf.
Create Claim
Client Information Lookup: Client information is automatically populated based on logged-in user (name, email, company, etc.)
Save Draft : All claims are created as draft. In draft mode the client can continue to add information to the claim including parts used, and labor.
File Attachments: Clients can attach relevant files, such as invoices and repair summary to the claim.
Warranty Check: The system checks the warranty status of serial number entered on the claim and notify the user accordingly.
Claim Management
Engage in Conversations with Service Agents:
Clients can add comments to a claim for Service Agents to respond to.
Clients can view comments and responses from Service Agents on the claim.
Each comment will generate a notification email to the other party.
State History:
Clients can follow the progress of their claim with the date and time of each state change on a claim.
Email Integration and History:
All emails sent by Service Agents on a claim are recorded in the Email History for the individual claim and also displayed in the Comments Section.
All automated emails sent during the claim workflow are also recorded in the Email History.
Clients can reply to the emails from their email inbox and the response emails are added to the Email History and comments of the claim.
Predefined List Views
The Homepage provides access to four predefined claims lists, each offering different views and functionalities:
Active Claims: This list displays all active (not closed or draft) claims created by the user company.
Draft Claims: This list contains all Claims currently in draft status (not yet submitted) created by the user company. Users can review and modify claim data and add parts and labor before submission.
Closed Claims: This list contains all closed claims created by the user company.
All Claims: This list displays all Claims created by the user company. Data can be exported to CSV or Excel files.
RMA Process
The RMA process is initiated by the agent from the claim. The dealer can see a list of all RMAs issued to them.
Lookup and register Warranty Information
Serial Information
This track displays warranty information on all units, including warranty dates and history of claims on each unit. If the unit is registered to the users company, the user can see an enhanced data view. Registered user and claim details are not visible on a unit that does not belong to the users company.
Client Portal: Serial Number information
Warranty Registration
When a serial number is created in the system, it is assigned to a dealer. This unit will now be visible in the client portal for the dealer to register the warranty. This process involves the dealer filling in the customer info, date of delivery etc.
Dealer units pending registration
Access to Knowledge Base Articles
KB Articles List
Clients can view a list of helpful KB articles.
Viewing a KB Article
List KB Articles: Clients can list articles in the knowledge base that they have visibility to.
Visibility: Agents can specify which articles are visible to clients, and which are visible only internally to agents.
Open KB Article: view the full content of a selected KB article. Articles can be created with full html.
File Attachments: Clients can open any file attachments associated with the KB article.
Account Profile Management
The "My Account" section allows users to manage their account profile.
My Account
Date Format: Users can customize the date format used throughout the portal.
Personal Information: Users can update their title and full name.
Password Management: Users can change their password.
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Client Portal: Profile Settings