RELATED IDEAS
Improve client portal registration
We had numerous clients who, when registering for the portal, would not complete the process. They would approve the terms then stop or approve the LoE. We had to amend our emails to ask that they kept going until they had set up a password. Could it be clearer that there are multiple steps to this process.
This is still causing problems. I regularly have clients sign the Terms & Conditions and then stop, apparently believing they have completed the process, without continuing to create their portal password.
I raised this with BrightManager Support again in September 2026 after another client did exactly this. Support advised adding wording to our registration emails telling clients to continue through all steps until they have created their online password.
It would be much better if the registration journey itself made it clear that there are further steps after signing, rather than individual practices having to explain the process in their emails. Ideally, the client shouldn't be able to leave the process believing onboarding is complete when their portal registration isn't.