Blueprint
Client Portal
Keep your customers engaged and informed
A portal you design
A secure, branded portal that keeps customers engaged and informed for as long as you work with them. Whenever you need something, they're asked for it, and they come back to do it.
1
Invite
When onboarding is complete, customers are invited to their portal by email or SMS. Invite one customer or thousands at once, and the portal carries your logo, colours and wording.
2
Access
Customers sign in with a secure magic link, so there's no password to forget or reset. Sensitive actions, such as changing bank details, ask for a two-factor check first.
3
Act
Whenever you need something, customers are asked for it: a document to read, accept or sign, evidence to upload, or bank details to add. Bank details are checked through Open Banking. Each completed action updates their record and moves their case on.
4
Manage
Customers keep their contact details, name, address and marketing permissions up to date, see updates on their case and message your team securely, without calling in.
A working version of every stage
Every client portal invites the customer in, lets them sign in securely, asks them to act and lets them manage their own details. The Blueprint gives you a working version of each stage, linked by Workflows. You decide what customers can see and do.
Linked into one process
We provide the tools: portals, documents, signatures, calls to action and secure messaging. Workflows link them into one process and connect it to third-party services, such as Open Banking for bank details. You can change it whenever you need to.
Add the steps you need
Need another step? Add a call to action for any document or detail you need, choose which actions need a second check, or change when reminders and updates are sent. The process is yours to shape, and you can change it later without a development project.
What you can do
We provide the tools. You build the portal
Every tool below already works with the others on one platform. Pick the ones your portal needs, and Workflows link them into one process, with everything a customer does saved against their record
Invite customers in one step
When onboarding is complete, the workflow invites each customer to their portal by email or SMS. Invite one customer or thousands at once.
Secure sign-in, with extra checks
Customers sign in with a magic link, so there's no password to forget. Add a two-factor check before sensitive actions, such as changing bank details.
Documents to read, accept or sign
Share documents in the portal for customers to read, accept or sign on screen. Their signature is captured and the signed copy is filed on their record.
Ask for what you need, when you need it
Send a call to action whenever something is needed, such as a driving licence, evidence a lender has asked for, or bank details. Reminders follow until customers respond.
Connect third-party services
Workflows connect the portal to third-party services. Open Banking and Confirmation of Payee checks sit behind our Bank Details Collection Blueprint, so bank details are verified as customers add them.
Keep customers informed
Send updates by email and SMS when something changes on a case, and let customers message your team securely in the portal. Every message is kept on their record.
Details kept up to date by customers
Customers update their contact details, record a change of name or address, and manage their marketing permissions themselves. Your record updates straight away.
Branded to your company
Customise the portal with your logo, colours and wording, so it looks and feels like part of your service.
See it in action
One claimant portal, used throughout the claim
In a motor finance claim, the firm needs different things from the claimant at different times, often months apart. A workflow starts each request when something happens on the claim, and the claimant comes back to the same portal every time. Here are some of the ways it's used
1
After sign-up
Invited to the portal
Once onboarding is complete, the claimant is sent a branded email and SMS. They click the magic link and they're signed straight in.
2
Early in the claim
Letter of authority signed
The claimant reads their letter of authority in the portal and signs it on screen. The signed copy is filed against their claim.
3
When a lender asks
Evidence uploaded
The lender asks for evidence, such as a copy of the finance agreement. The claimant is sent a call to action, comes back to the portal and uploads it, and it's filed against the claim.
4
As the claim moves on
Kept informed
Each time the claim moves on, the claimant is sent an update by email or SMS, and can see the latest when they sign in.
5
Any time
Questions answered securely
The claimant asks a question through secure messaging. Their case handler replies from Volume, and the conversation stays on the claim.
6
7
When an offer arrives
Offer viewed and accepted
The lender's offer is shown in the portal. The claimant reads it and accepts it, which updates their claim and starts the settlement.
8
Before payout
Bank details added and verified
The claimant is asked for their bank details. A two-factor check runs first, then the details are verified through Open Banking before they are saved.
FAQ
Common questions
Do customers need a password?
No. They sign in with a secure magic link sent to their email address, so there's no password to forget or reset.
What is the two-factor step for?
It adds a second check before sensitive actions, such as changing bank details or contact details. You choose which actions need it.
What can customers do in the portal?
Read, accept and sign documents, upload documents, add their bank details, update their contact details and marketing permissions, see updates on their case, and message your team.
How do customers know there's something to do?
Workflows send an email or SMS with a link to the action, and reminders follow until it's done. The action is also waiting for them when they sign in.
Can we ask for something new at any time?
Yes. A workflow can send a new request whenever something happens on a case, such as a lender asking for evidence. The customer comes back to the same portal to deal with it.
Can the portal connect to other systems?
Yes. Workflows connect it to third-party services. For example, bank details can be verified through Open Banking and Confirmation of Payee, as in our Bank Details Collection Blueprint.
Can we brand the portal?
Yes. Add your logo, colours and wording so the portal looks and feels like part of your service.
Is messaging secure?
Yes. Messages are exchanged inside the portal, behind the secure sign-in, rather than by email. Every message is kept against the customer's record.
What happens when a customer changes their details?
Their record is updated straight away and the change is kept in the audit trail. Changes to marketing permissions are recorded too, so you always know what each customer has agreed to.
How long does it take to set up?
Because you start from a working Blueprint rather than a blank page, most client portals go live in weeks, not months. We'll agree a timeline with you after discovery.
Proven at scale
Running for real customers
Case Study – Legal Services
One platform in place of a costly Salesforce stack
Alawco, the law firm that handles the claims, runs its work on Volume from first contact to settlement. What claimants do in the portal lands straight on the claim it belongs to.
Read the Case StudyPrevious
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