MaidCentral Customer Portal

The Customer Portal is an extremely helpful tool that allows your Customers to have more transparency into their service, schedule, and payments with you. 

MaidCentral Customer Portal 2.0

• On June 27th, 2024, we've released a new Customer Portal or version 2 of the Customer Portal. With 2.0 came a complete UI update, allowing you and your customers to navigate better and understand the Customer Portal!

What can Customers do in their portal:

The new Customer Portal has 3 unique pages where customers can manage and control settings, notifications, and much more!

Dashboard:

Within the new customer Dashboard, your customers will be able to edit, manage, and see their

• Job Information
  • Estimated Arrival Time, Frequency, and Service Type can be seen from the main dashboard

• • • Estimated Arrival time is visible until the Job is started
    • Once checked in they will see an Estimated Completion time
    • Once all technicians are clocked out they will see the Actual Start and End Time.
    • NOTE: Estimated Arrival Time is only visible with the Feature enabled.

      Customer Portal: Show Arrival Window

       

• Add Service Upgrades to jobs (This action will open a ticket on the dashboard) 
  • Note: Customers can only add add-ons up to 24 hours before their next scheduled job. They will see a message if they are within the 24 hours: The window in which you can upgrade your service has passed

• Note: Customers can view all rate mods added and a complete breakdown of their next scheduled job right at the front of their dashboard in green.

• Request a Reschedule
  • At the top right of the Customer Portal, your customer will be able to request a reschedule directly from their portal.

Billing:

• Update and Change credit cards

• • • Note: They cannot delete a credit card unless they add one first. There must be 1 card on file
• View and pay an invoice

• • • Note: This can only be done with a credit card on file
    • Add a tip to open invoices and pay their balance

• • • Download a PDF Copy of the QuickBooks Invoice
    • NEW: Leave a Scorecard Response directly from an Invoice!

• View and Accept Agreement Terms
  • In the past accepting agreement terms had to be done through email, with the new Customer Portal no more hassling with emails log in, view, and accept!

Profile:

• Manage Profile
  • The customer can change or edit their name, and company and even set up their Default recurring tip!

• Manage Contacts and Notifications
  • Customers can Add or remove Emails and Phone numbers as well as add or remove notifications such as 3-day, 1-day notifications, and more!

• • • Note: The ability for customers to do this is tied to the below feature found in Company > General > Features tab 

      • Customer Portal: Allow Customer to Update Notification Settings

• Change Password
  • Within the profile section of the Customer Portal, they will also be able to change and manage their password

Call to Actions:

• • There are 5 new call to actions within MaidCentral, 3 on the Customer Portal based on if a customer has not done something that is "required" and 2 on the scorecard.
  • Customer Portal 
    • 1) Accept and Agree to terms and conditions 
      
      • This call to action will appear if the customer has a quote with agreement terms that have not been accepted
      • 
    • 2) Open Balance
      • This call to action will appear if the customer has a balance on any created invoice

• • • 3) Rate last job - If the customer has a pending scorecard, the system will prompt them to rate their clean! 
    • Rate Last Job is displayed if there is a Completed (All Timesheets have EndTime) and there is a Job within 45 days ago

• • Scorecard
    • If a customer is viewing a scorecard and not logged in they will get a CTA for viewing the portal

• • • If a customer is viewing a scorecard and does not have a portal account they will get a CTA to make a portal account

To View the Customer Portal from the Office, click the "View As Customer" text in the orange box on the Customer Profile.

Conditional Items

• Several items within the Customer portal will only show if they meet specific requirements the list below outlines those conditions and the trigger
  • Dashboard
    • Next Job
      • Team members only display if the job start time is less than 24 hours away
      • Will display address if customer home count is greater than 1
      • Upgrade Table
        • Job must be more than 24 hours away
      • Estimated Arrival
        • Visible until Job starts
      • Estimated Completion
        • Visible when at least 1 technician is clocked in
          • Uses "Time to complete calculation"
      • Completed
        • Visible When everybody is checked out of job 
  • Agreement and Scorecard pages
    • If the customer has an account login CTA appears
    • If the customer does not have an account, Create Account CTA appears
  • Profile Page