Overview
The new Client Portal is on its way. In this first phase, the workflow for collecting client information has been updated. This includes changes to the following sections:
Personal Details
Address
Employment
Properties and Mortgages
Assets
Liabilities
Other Income
Living Expenses
You can enable this new workflow through the existing Client Centre request in the CRM.
How to enable the new Client Portal workflow
Open the CRM and select the relevant opportunity.
In the left-hand navigation, select Client Centre.
Click Add Request to create a new Client Centre request.
On the Details page, toggle Enable New Client Portal to On.
Once enabled, this setting cannot be turned off for the request.
Configuring the Client Portal request
On the Request page:
The Personal Details, Address, and Employment sections are grouped under a single toggle for each applicant.
The Financials section - including Properties and Mortgages, Assets, Liabilities, Other Income, and Living Expenses - is also grouped under a single toggle.
You can add DigiSign, document requests, and questionnaires to the request. Once the client completes the new Client Portal workflow, they will be directed to the existing Client Centre to action these items.
In future releases, these grouped sections will be separated into individual toggles to allow more granular control over the workflow.
Reverting to the original workflow
If you need to return to the original Client Portal workflow, you’ll need to create a new Client Centre request. The new workflow cannot be disabled once it has been enabled on a request.
Client Portal – User experience (Phase 1)
Overview
In the first phase of the new Client Portal rollout, we’re introducing a more structured and guided experience for clients. The updated workflow follows a linear journey, helping clients complete their information in a clear and logical order. This section outlines what clients can expect when completing their Client Portal request.
What’s new?
The updated Client Portal workflow introduces a step-by-step process for clients to complete their information. The journey is designed to ensure all required details are captured efficiently and in the correct order.
Your client's user journey
Start with Personal Details
Clients begin by entering their personal information.Proceed to Address and Employment
After completing personal details, clients move on to provide their address and employment information.Nominate a Financials Completer (for joint applications)
If there are two clients on the request, the system will prompt them to nominate one person to complete the financials section.
Only the nominated client will proceed to the financials workflow.
4. Complete Financials
The nominated client will be guided through the following sections in order:
Properties and Mortgages
Assets
Debts
Support Payments & Other Income
Living Expenses
5. Continue to the Existing Client Centre
Once the Living Expenses section is completed, clients are automatically directed to the existing Client Centre. Here, they can:
Complete any outstanding questionnaires
Review and sign documents via DigiSign
Upload any requested documents
Notes
The linear journey ensures that clients complete each section in the correct order, reducing confusion and improving data quality.
This is the first phase of the new Client Portal experience. Future updates will introduce more enhancements and flexibility.
New Client Portal workflow – FAQ's
These FAQ's provide answers to common questions about the new Client Portal workflow introduced in Phase 1 of the rollout.
❓ What is changing in the new Client Portal workflow?
In Phase 1, the Client Portal has been updated to follow a linear journey for clients. The workflow now guides clients through a step-by-step process, starting with personal details and progressing through to financial information and document completion.
❓ How do I enable the new Client Portal workflow?
You can enable the new workflow by creating a Client Centre request in the CRM and toggling Enable New Client Portal to On on the request’s Details page.
⚠️ Once enabled, this setting cannot be turned off for that request.
❓ What happens if I want to revert to the original workflow?
To revert to the original Client Portal workflow, you’ll need to create a new Client Centre request. The new workflow cannot be disabled once it has been enabled on a request.
❓ What sections are included in the new workflow?
The updated workflow includes:
Personal Details
Address
Employment
Properties and Mortgages
Assets
Liabilities
Other Income
Living Expenses
In this phase, these sections are grouped into simplified toggles:
One toggle for Personal Details, Address, and Employment per applicant.
One toggle for Financials, which includes all financial sections listed above.
❓ What happens if there are two clients on the request?
If two clients are enabled, the system will prompt them to nominate one person to complete the financials section. The nominated client will then complete the financials workflow on behalf of both applicants.
❓ What happens after the client completes the financials?
Once the Living Expenses section is completed, the client is automatically directed to the existing Client Centre. Here, they can:
Complete any questionnaires
Sign documents via DigiSign
Upload any document requests added to the request
❓ Can I still add DigiSign, document requests, or questionnaires?
Yes. You can add DigiSign documents, document requests, and questionnaires to the Client Centre request at any time. Clients will be able to complete these after finishing the new Client Portal workflow.