Client portal usage
I'm curious how many XTRF users are using the Client Portal? We are having a very hard time making this work for us, without having to re-create the quotes from the start. I'm curious to find out if anyone has any suggestions. Note, we are using Classic Projects.
A few of our current 'issues':
*Clients want to add files after the quote has already been created - User A starts the project, but needs User B to upload the files (InDesign package, including art files)
*Client believes the deadline field is for the deadline for either the quote or the project (training issue), but this then populates all of the job deadlines, which are not accurate. The deadlines being populated in each job creates a LOT of wasted time for us, as the client may need 2 weeks to get approval for the quote, and we now have to reschedule everything. With 26 languages, that is a lot of time. I do not believe you can 'Clear' dates using Multiple Change, someone please tell me if this is wrong.
*Client has a project template (would prefer a quote template, but this feature is not available) and the CP does not link to the Project Templates.
*Client wants to start as a project, but they have to go thru the Quote phase - note, this is only for one client/division and a specific project type, so we have said yes, this is ok, but they are not able to start anything as a project, it has to start as a quote.
If anyone has any suggestions, I would love to hear them.
Best, Mindy
Customer support service by UserEcho
There are a lot of limitations to the portal. We've actually lost clients because the portal is not good enough. The best thing you can do is only sell the portal is a place for them to view infomation, like open projects, open invoices, etc.
We use it a lot because it is safer with regards to GDPR.There is room for improvement. For example:
- speed. Client has to wait while a MemoQ project is being made.There should be no reason for this. It could also be done in the background after launching the project.
- In Classic in CAT integrated projects that start automatically the client automatically gets 2 mails. One of which is a quote mail. That is very confusing.
We use it a lot as well, and also feel some things could be better. One of which is the 'quote flow when a project has been launched'. We made a workaround modifying the notifications to better reflect the actual situation, but there will still be many client notifications in a short time.
Also, many clients have asked us to add client-specific documents to the portal (such as instructions on portal use and SLAs), but as far as I know this is currently not possible.
As for project templates - we don't use them, but have created client specific workflows in the portal settings. Maybe that would also solve your problem (but I'm not really into project templates, so it's likely I'm wrong ;-) )
Clients want to add files after the quote has already been created
This is not possible after a quote/project is created - not from Client Portal. Only way is to do this is outside XTRF, via e-mail.
Client believes the deadline field is for the deadline for either the quote or the project.
I can't see a different solution that getting your clients to know that this field is for Project deadline.
I do not believe you can 'Clear' dates using Multiple Change, someone please tell me if this is wrong.
You can change deadlines using Multiple Change, but you can't clear them as this is an obligatory field, that just simply got to be filled
Client has a project template (would prefer a quote template, but this feature is not available) and the CP does not link to the Project Templates.
My only idea is to use the same name for a Project Template and a Service that Client can choose (linked with client specific workflow), or use Reference Number field as a place where information about project template can be put.
Client wants to start as a project, but they have to go thru the Quote phase (...) they are not able to start anything as a project, it has to start as a quote.
To be honest I don't really understand this one - why is that? What is the reason that they can't just request a project from CP?
Hi Mateusz,
you say "Only way is to do this is outside XTRF, via e-mail." That is not GDPR safe. A simple solution that a client can upload a new file without triggering any automation sounds easy and would help a lot. Based on a notification e-mail to PM the PM can decide the what to do with the new file and make necesarry manual adjustment.