Customer Portal
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      Getting Started with Customer Portal

      This article will walk you through the Customer Portal features and typical workflow.

      Overview

      • The Customer Portal allows customers to provide their insurance details online prior to vehicle delivery.
      • All Customer Portal notifications sent to customers are triggered manually by dealership users.
      • Customers are notified with instructions and links to the Customer Portal.
      • The customer uses their phone number to verify their identity in the Customer Portal.
      • Once verified, the customer uses the Customer Portal to submit their insurance details and upload a copy of their insurance policy.
      • Once insurance details are submitted by the customer, the dealership team is notified to confirm insurance details.

      Delivery Card

      • The following insurance details are displayed in the "Delivery/Insurance" section of the delivery card (i.e. below the "Delivery/Deal Info" section):
        • Insurance provider
        • Insurance policy #
        • Insurance expiry
        • Insurance documents
      • The status of the insurance is also displayed in the "Delivery/Insurance" section:
        • "Unsent": Notifications have not yet been sent to the customer.
        • "Pending": Notifications have been sent to the customer, and waiting for the customer to submit insurance details.
        • "Submitted": The customer has submitted insurance details.
        • "Approved": The dealership has marked the insurance as confirmed.
      • The option to send notifications is also displayed in the "Delivery/Insurance" section:
        • "Send Notification": This button is displayed when the insurance is "Unsent" status.
        • "Send Reminder":  This button is displayed when the insurance is "Pending" status.
      • The option to "Copy Link" is also displayed in the "Delivery/Insurance" section:
        • The Customer Portal link is copied to the clipboard.
        • This link allows dealership users to edit the customer's insurance details.

      Customer Notifications

      Dealership Notifications

      • When the customer submits insurance details (i.e. insurance status is "Submitted"), the dealership is notified via the following:
        • "Insurance Confirmation" dynamic task is created.
        • Email to the delivery finance manager.

      Typical Workflow

      • Dealership user saves the customer email and phone in the delivery.
        • "Send Notifications" button is displayed.
        • "Unsent" insurance status is displayed.
        • "Copy Link" is displayed.
      • Dealership user clicks the "Send Notification" button:
        • Initial notification(s) are sent to the customer.
        • Initial notification(s) are logged in the delivery history.
        • "Send Notification" button is replaced with "Send Reminder" button.
        • "Unsent" insurance status is replaced with "Pending" status.
        • "Copy Link" remains displayed.
      • Customer receives initial notifications; however, insurance details have not yet been submitted.
      • Dealership user clicks the "Send Reminder" button:
        • Reminder notification(s) are sent to the customer.
        • Reminder notification(s) are logged in the delivery history.
        • "Send Reminder" button remains displayed.
        • "Pending" insurance status remains displayed.
        • "Copy Link" remains displayed.
      • Customer receives reminder notifications.
      • Customer clicks Customer Portal link in either the email or SMS reminder notification.
      • Customer enters phone number to verify identity in the Customer Portal:
        • Customers receives a OTP (i.e. one-time-password) via SMS.
        • Customer enters the OTP in the Customer Portal.
        • Customer Portal allows the customer to submit insurance details.
      • Customer submits insurance details:
        • Email notification is sent to the delivery finance manager.
        • Submitted insurance details are displayed in the delivery card including option to view the uploaded document(s).
        • "Insurance Confirmation" dynamic task is created in the specified delivery task list (see How to Configure Customer Portal article for more information on configuring the delivery task list).
        • "Pending" insurance status is replaced with "Submitted" status.
        • "Send Reminder" button is no longer displayed.
        • "Copy Link" remains displayed.
      • Finance manager completes the "Insurance Confirmation" dynamic task:
        • Task completion is logged in the delivery history.
        • "Submitted" insurance status is replaced with "Approved" status.
        • "Copy Link" remains displayed to allow further edits.

      Conclusion

      Once the typical workflow described above is complete, the dealership delivery team would have the insurance details required to complete the vehicle delivery.