Consumer Portal is now live to everyone!
REMEMBER: Send all Hub issues and bugs to devsupport@lgm.ca
Excellent questions asked during the Consumer Portal trainings!
Q. Can the customer change the payment dates?
No. We decided to keep the changes to a minimum at the start. When we get a better idea of what consumers would like to do, we might introduce more and more of the features that are available in HUB. When a consumer initiates a particular request, this may actually mean several steps that would normally be made by an internal user, which must be carefully orchestrated.
Q. If a customer calls in, can CX send them the email for the portal setup with the Request Verification?
Any customer that purchased a contract prior to Nov 16th will not have received an email to create an account and log in. However, CX can invite any SecureDrive consumer into the portal with the ‘Request Verification’ feature. This works even now as CX has been in-advertently using the ‘Verify and Invite’ action, and customers have been activating themselves.
Q. What kind of changes can the customer make that will be rejected and require CX to approve?
Name changes will not auto-approve and will require CX to look at. Once rejected or approved, the customer will get a response.
Q. Customer has multiple contracts/vehicles, credit card is same for all and is now expired. Do they need to update the new credit card in all contracts? Will it automatically apply new info to all when HUB sees the current credit card is expired?
HUB is still the master data and in HUB each contract has its own set of credit cards/bank account even though it might be same across contracts.
So, to directly answer your question, the customer needs to update each contract on the portal.
Q. A missed payment resulted from a credit card exceeded its limit for the month.
Next month it has a new balance, will it go through for both payments, or will customer need to go in and reschedule the missed payment?
At this point in time, there is no way for the customer to reschedule their payments on the portal.
They can only add a new payment method or use an existing one tied to the contract that is not expired.
When the customer receives the missed payment notice and does not do anything, then next month, the re-attempt and perhaps subsequent payment is taken with the missed payment fee. If a re-attempt goes first (which is usually the case), and fails, it will trigger a cancellation request. If it succeeds then, all is good.