Immigration consultants, brokers, accountants, inspectors: they all know this question. "Where is my file at?" It comes by phone, email or text, sometimes several times a week.
Why your clients ask
It's not impatience. It's worry. The client has entrusted you with something important (their immigration, their financing, their home) and they can't see anything moving.
What a client portal does
The client logs in and sees:
- the current step of their file, on a progress bar;
- the documents they've provided and the ones still missing;
- the next steps and the expected timelines.
Every time you change the step, they get a notification.
The concrete effects
Fewer calls: the information is available without interrupting you.
Reassured clients: they can see their file moving forward.
A professional image: you stand out from competitors who still work by email.
Fewer missing documents: the list is clear and reminders are automatic.
What to plan for
Secure access (each client only sees their own file), steps written in plain language and diligent updates on your end. A portal that isn't up to date does more harm than good.
