Cimpl’s Provider Portal was designed to give providers a tool to fulfill workorders and quotes submitted by customers through Cimpl. One of the aims of this module is to help clients and providers transition from making and fulfilling orders by email to performing the same actions via a portal service. It has two sections: The Workorder Provider Center and the Quotation Provider Center. The portal has a chat function that allows clients and providers to exchange messages. You can also send attachments to the Carrier Representative when sending a Workorder or Quotation.
Carrier Representative
The Provider Portal is an optional module that, when enabled, is only accessible to Provider users with a Carrier Representative role.
Each provider contact in Cimpl is defined as a Carrier Representative and have the corresponding carrier email as a username. These designations are created by clients or by Cimpl support directly in Cimpl.
Providers cannot create their own users for the Provider Portal. All users of the Provider Portal with a Carrier Representative designation have a unique identifier. This permits all requests issued by their different clients to be consolidated. This characteristic of the Provider Portal facilitates a provider’s set-up for clients should they already be set up to interact with other clients who have Cimpl accounts.
The users listed in the customer's Provider Contacts are the ones who would have access to the Provider Portal. When set up correctly the Provider Portal only has one menu item, the Provider Portal, and have tabs for the Workorder Center and the Quotation Center.
To know if the Provider Portal is enabled for a specific provider, go to Configuration > Assets > Providers, and look if the Provider Portal enabled box is checked off.
Communication with the Carrier Representative
It is the responsibility as a provider or Carrier Representative to communicate the following to their clients:
- Provide the info for the individual that is the ones to contact for orders and quotes (i.e., the agents or individual contacts).
- Also provide the common mailbox (group contact). This is very helpful when multiple agents share the queue of orders to be processed.
- Once the client has setup the provider contacts on Cimpl, the communication between client and provider can then take place in Cimpl’s Provider Portal.
The Chat function in the Provider Portal keeps a running log of all the messages exchanged between you and the provider, plus status changes and actions related to workorders or quotes. It is not a real-time chat function. It serves as a record of the communications and actions.
Although the Provider Portal was designed to help you fulfill orders via a portal, you will send or received email notifications throughout the process. The usual flow of communication is as follows:
- Client creates a workorder or quote in Cimpl.
- The workorder or quote is sent to the Carrier Representative.
- The carrier representative receives an email that a quote or workorder is in the Provider Portal.
- Work is done on the workorder or proposal, changing its status.
- Email is sent to all parties impacted by the workorder or proposal's changed status.
- Notes or log of the email is added to the Chat function (this is visible to both the provider and to the client in the Provider Portal and the Cimpl platform).
Attachments
All attachments added to a quote's proposal level is available to the provider you send the proposal to. The files that are uploaded can only be deleted if the permission to do so is enabled for the Carrier Representative role.
Note: The permission to delete files by the Carrier Representative is disabled by default. This is because if files can be deleted and changed, there is a risk that provider might attach a file to a quote and then change their mind about the price they've offered the customer. Then they can delete the file, and replace it with a new one. By making the files permanent, it's easier to keep track of the history and ensure that once a file is uploaded, it remains available.