Client Portal
A self-serve portal replaced 30+ weekly admin emails and gave clients real-time job status.
The challenge
Every job update travelled by email. Clients asked "where is it up to?" and a staff member stopped what they were doing, checked a spreadsheet, and typed a reply — thirty-plus times a week, with no record anyone else could see.
What we did
We mapped the job lifecycle first and built a portal around the statuses that actually existed, rather than inventing new ones. Clients sign in and see their own jobs in real time; staff update a status once and every client view follows automatically.
The outcome
The status enquiry email effectively disappeared. Staff time went back into the work itself, and clients stopped needing to ask because the answer was already in front of them.
Scope of the build
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