Product update
Smoother customer onboarding
Portal onboarding reaches a clear finish when the customer’s signing work is done—even if facility counter-signatures are still pending—and reopened flows focus on new contract steps instead of repeating completed work.
Owners should not loop through payment and profile steps because a counter-signature is still on your desk.
Why we built it
Customer onboarding gates the portal until required steps finish. Two friction patterns showed up in support: customers stuck re-running steps they had already passed, and facilities adding new onboarding-required contracts after someone thought they were done. Smoother customer onboarding tightens that flow. When progress says onboarding is complete, the wizard re-checks onboarding contracts before sending customers to the home app. If new required agreements appear, only the Contracts step is reopened—the wizard lands on the first incomplete step instead of looping on the last screen. On the contract step, agreements awaiting facility counter-signature are labeled clearly so customers know their signature is recorded while your team finishes countersigning.
Who it is for
- Facilities using contract steps in onboarding with Choose who counter-signs contracts.
- Staff helping stuck customers—pair with Staff-managed customer onboarding on the contact record.
- Teams that add templates or vehicles mid-onboarding and need contracts regenerated without resetting unrelated steps.
What you can do
- Let customers finish non-contract steps once, then return them to Contracts only when a new required agreement appears.
- Show Waiting for facility signature on agreements the customer already signed.
- Use Refresh Status after signing in another tab so the contract step picks up completed signatures.
- Coach owners with Help customers complete onboarding paperwork when they call from the lot.
How it fits your day
Send the portal invite, let the customer sign storage agreements on their phone, and counter-sign from the dashboard when ready—they should not need to redo Payment or Mobile app steps because paperwork is waiting on staff. When you attach a new onboarding template to an existing customer, expect them to see Contracts again until that file is signed, not a full replay of the entire wizard.
Learn more
Questions about this update?
Book time with our team or browse the rest of the changelog.