Client portal: off-the-shelf software or a custom build?
Your client would like to know where her file stands without writing to you. The choice is where she’ll find it: in off-the-shelf software, or in a space in your image.
5 min readOff-the-shelf client portal software works when your process is standard, your needs are simple and image matters little. A custom portal becomes the right choice when your process is specific, your clients are demanding, the portal must connect to several tools, or it has to carry your brand to the last screen.
Both options have their place. The question isn’t “which is best,” but “which fits the way you work.” See also our page on custom client portals.
Ready-to-wear
- It’s quick to set up.
- Common features are already there: documents, messages, invoices.
- Updates are handled by the vendor.
Its limits: your process has to fit its boxes, its image stays its own, and it connects to your tools only if it was built to.
Made-to-measure
- It follows your process, step by step, rather than the other way round.
- It carries your brand: type, tone, colours.
- It connects to your existing tools, even when no ready-made connection exists.
- It shows only what your clients need.
In return, it takes longer to design and needs ongoing maintenance, which the provider must handle.
Five criteria to decide
| Criterion | Lean towards software | Lean towards custom |
|---|---|---|
| Process | Standard, shared across the industry | Specific to your house |
| Image | Secondary | Essential to your clients |
| Existing tools | Few, or already compatible | Several, needing to talk to each other |
| Growth | Stable needs | Needs that will grow |
| Data | Not very sensitive | Sensitive, to be hosted with care |
One rule for both
Whether you buy software or have a portal built, the project handles personal information: a privacy impact assessment is needed. With software, check where data is hosted and what the vendor does with it. With a custom portal, those choices are yours. Our article on Law 25 and software projects explains the steps.
Three questions before choosing
- Do clients choose you partly for the experience?
- Does your team already work around its software with spreadsheets?
- How many tools should share the same information?
If you answer yes, yes and several, custom is worth exploring.
FAQ
Can we start with software and go custom later? Yes. Just make sure you can export your data easily.
Is a custom portal more secure? Not by nature. It’s as secure as its design and upkeep; that’s why hosting and updates must be planned.
How long does it take to build a portal? It depends on the process and integrations. Mapping the process at the start makes a precise estimate possible.
The right portal is the one your clients open without thinking about it. Tell us what they ask you most often.