Summary: This article will help before sending portal logins to your associations on what to prepare for.
One of the more overwhelming processes during onboarding can be rolling out the portal to homeowners. Kicking off the Generate Portal Login action item can be a call driver and an influx of emails from homeowners on how to get logged in. By using these tips below, you can help better prepare to make this a smooth process.
What needs to be completed before Portal Logins are sent to homeowners:
- Review the Portal Login email on the ‘Message’ step of the New Portal Login Action Item. To find this step, navigate to Settings > Action Types/Steps and look for (or search) the New Portal Logins Action Item. From there, click the arrow to drop down and review the email template from the Message step that sends to the homeowner.
This is important to review so your team understands what the homeowner will be seeing. You can customize this email to say whatever you would like.
(NOTE: You will need to leave the Web Portal and Action Item Description tags because these tags let the homeowner know where to go to log in as well as their username and password (See highlighted below)).
On that same email, there is also a default PDF letter that sends explaining how to log in and navigate the portal. Make sure to review this PDF by navigating to Settings > Letter Templates, under the 'New Owner' Type, download the ‘Portal Login Info’ letter template to see if anything needs to be changed. After you have reviewed exactly what will be sent, it is best to set your email as a test homeowner in Presidential Valley and generate portal logins to see what the homeowner will see.
- Make sure whoever is answering homeowner calls and emails is knowledgeable about the Owners' Portal. This will help answer questions from homeowners confidently and in a timely manner.
- Make sure the portal is customized to your company and everything looks correct before giving access to homeowners. The best way to review this is to navigate to Homeowner > Logins, set up a test user, and click 'Mimic'. This allows you to click through each tab to make sure any details are added or removed. (This is a good time for the users that will be answering homeowner calls or emails to ask any questions they have about the portal to either the superusers or the Vantaca team)
- Make sure your team is confident on how to respond to questions through the action item in Vantaca before homeowners start to respond to the New Portal Login email. This may be one of the first action items you work with when you Go-Live so it is important to understand how to step the action item correctly, where to type the message and how to close it out. One common mistake at first is clicking + New Message instead of ‘Step Action Item’ and Step to ‘Reply to Owner’.
Recommend tips for a smooth portal rollout:
- Typically, there will be one user (Customer Support, Receptionist, etc.) responsible for answering questions from homeowners on the New Portal Login action item. However, when sending emails to all homeowners about the new portal, you can expect more emails than usual and it may be a good idea to have some extra help the first week to address homeowner questions and calls. You can do this by adding whichever role is responsible for replying to homeowners to multiple users.
- Roll Out portal logins in batches instead of all at once (Typically for the associations that your company has a good relationship with the board). This is only recommended if your company has more than 100 associations, or if you feel that you are understaffed for the number of associations you currently have.
- Do not send logins over weekends or holidays. This can cause your team to get overwhelmed when they get back in the office and emails/voicemails are stacked up over a few days.
- Provide as much detail and FAQs in the email/PDF letter to help reduce questions from homeowners.
When to send out Portal Logins:
If possible, we recommend clients send out portal logins later in the month of Go-Live or after homeowner balances are imported and audited. This gives your team time to get a better understanding of the software as well as making sure the homeowner balances are correct.
If you decide to send portal logins day of go-live or earlier than when the final data is in, make sure to hide the homeowner ledgers because their balances will not be accurate.