Client Management (for Web Designers)

[jamescabrera]

I've noticed that some design studios or web design companies offer private client areas, whre the clients can login and do some things. Having never actually been into any of these areas, I've always wondered what kind of information or what kind of special resources you would offer your clients in such a client area where they would have to login?

I'm considering having some kind of web-based client management system to better service my clients and be able to keep all of my web design related communications in one place instead of scattered in my email inbox among other things like personal emails.

Additionally, your client may actually be a group of people more likely than not, say for example if you're doing a job for a company where the President, VP or director of sales all want a say in the design process. Having a client management system would be a better way to centralize communications for everyone involved.

My question, for web designers, is what kinds of features would you make available to your clients in this client management system to most effectively service them. Some things that immediately come to mind is:

- Some kind of messaging system, that would work just like emails, just all consolidated in the system
- A progress bar that I can update manually to show them at what percent I believe their project is complete, with an ETA of their web site.
- Scheduled Billing system, set up to properly charge the client on their quoted invoice. (Like for example, charge 50% of the total invoice when 50% complete, then require the client to pay the rest, then make their files available in the client area once paid)

Anything else? These are just the basic things I deal with for any client via emails.

[wige]

I have used systems similar to what you describe with both SEO firms and designers. For the SEO firms, the client area usually included progress reports and ranking trend information, and might have also included information about keyword research. Both types of sites had calendars for scheduling deliverables, a dedicated multi-thread forum for communicating between people involved in the project, and a file manager (sometimes integrated into the forum) so the client can download reports and files, and upload logos or designs. The only thing that didn't go through the client section that I can recall was billing - that was usually out of channel for all the providers I have worked with.

[MrGamm]

Typically it includes threaded comments... That's about it... occasionally you'll see a whiteboard or an idea document where people can collaborate and write on...

Other than that... contact information relevant to the project can help...

Ghantt charts are totally useless and really just a way to visualize??? I wish I knew... really...

Calendars are a language most people understand.

The major issues with project management systems is that they have a tendency to allow freedom in the way several different people organize things. This has it's benefits... but you will quickly realize that if the clients coming into the system are not coaxed to use it in a very specific manner everything will quickly get lost... and if you have too many advanced features... no one will know how to use it...

So whatever you do... make it look nice... focus on the essentials... communications... worry about all the bells and whistles when your retired... jmo...


To answer your question...

- Some kind of messaging system, that would work just like emails, just all consolidated in the system

Fairly Essential... Notifications options... Imap is a threaded mail server system you might want to look into... php functions are fairly awkward... not sure what microsoft and other have...

- A progress bar that I can update manually to show them at what percent I believe their project is complete, with an ETA of their web site.

Why? Why not just post a message... "Hey... the website is up..."

- Scheduled Billing system, set up to properly charge the client on their quoted invoice. (Like for example, charge 50% of the total invoice when 50% complete, then require the client to pay the rest, then make their files available in the client area once paid)

Inventory and billing history, account balance, credits, that sort of thing... sure... it could bog you down... jmo... why not choose an established billing system... get used to it... figure out what works for you... and then migrate or integrate it?

[Btusk]

Check out Mantis for a open source one. That's what we use. Sharepoint from Microsoft seems pretty common as well.

We basically use it for bug tracking. The client finds a problem, they log in and describe the "issue", include a link. Sometime we have them send their files through the system as well. When we fix it we update the issue and close it out.

mantisbt dot org is the site. If you are on Godaddy they have an installer for it too.

One troublesome customer and you are glad you have the documentation. Also good to have anything that comes in via phone or email entered as well.

On top of that, we include access to the test area through that as well.

[n2deep]

I'd check out basecamp and/or freshbooks. Basecamp is very common to use for project management and freshbooks will let you create estimates and invoices along with time tracking with ease. They even integrate with each other. It makes the admin part of this business so much easier.

Cheers,

David

[subsystems]

I think it depends on the clients. I have clients that just want to know if a project is done or not. They are too busy and overwhelmed to deal with a lot of details on a project. They just want to know is it done or not and when might it be done?
On the other hand detailed progress on projects can give a client confidence in your work. They take a look see and give you the benefit of a doubt because you have everything documented. It also adds trust because you are being open about what you are doing.
Keeping clients in the dark can lead to suspicion and misunderstandings.

Bug tracking shows that you care about every issue they are having and you are being responsive.

I see it as 2 main things that should always be considered.
1. Does it help productivity, professionalism, documenting etc. This is the effectiveness of the work.
2. Does it give the customer positive feelings about you and your work? Positive Experience.

Can you get jobs done properly and timely and do the customers feel good about dealing with you?
If you can get them to enthusiastically say yes then ask them to spread the word. It helps in getting paid because a happy customer is a paying customer.

[jamescabrera]

Originally Posted by MrGamm

- A progress bar that I can update manually to show them at what percent I believe their project is complete, with an ETA of their web site.

Why? Why not just post a message... "Hey... the website is up..."

Although to some a progress bar is meaningless, it assures the client that progress is being made, and at what point they could expect to start seeing a complete product. It's also there to deter repeated messages asking "How far along are we?" and the like. Before taking on jobs I of course set a turn around time schedule, but clients like to be informed on progress, as opposed to being up in the air. This idea is derived from my impatience waiting for packages from FedEx and UPS and stalking the tracking numbers.

Originally Posted by Btusk

Check out Mantis for a open source one. That's what we use. Sharepoint from Microsoft seems pretty common as well.

We basically use it for bug tracking. The client finds a problem, they log in and describe the "issue", include a link. Sometime we have them send their files through the system as well. When we fix it we update the issue and close it out.

mantisbt dot org is the site. If you are on Godaddy they have an installer for it too.

One troublesome customer and you are glad you have the documentation. Also good to have anything that comes in via phone or email entered as well.

On top of that, we include access to the test area through that as well.

I'll take a look into these. I have a lot of documents scattered around such as contracts and releases and other kinds of documentation that should also get consolidated into some kind of system for both parties to easily access at any point.

Originally Posted by n2deep

I'd check out basecamp and/or freshbooks. Basecamp is very common to use for project management and freshbooks will let you create estimates and invoices along with time tracking with ease. They even integrate with each other. It makes the admin part of this business so much easier.

Cheers,

David

I tried Basecamp before but for a different purpose. It wasn't all to productive but I think it was sort of being neglected and misused to properly rate my experience.

Originally Posted by subsystems

I think it depends on the clients. I have clients that just want to know if a project is done or not. They are too busy and overwhelmed to deal with a lot of details on a project. They just want to know is it done or not and when might it be done?
On the other hand detailed progress on projects can give a client confidence in your work. They take a look see and give you the benefit of a doubt because you have everything documented. It also adds trust because you are being open about what you are doing.
Keeping clients in the dark can lead to suspicion and misunderstandings.

Bug tracking shows that you care about every issue they are having and you are being responsive.

I see it as 2 main things that should always be considered.
1. Does it help productivity, professionalism, documenting etc. This is the effectiveness of the work.
2. Does it give the customer positive feelings about you and your work? Positive Experience.

Can you get jobs done properly and timely and do the customers feel good about dealing with you?
If you can get them to enthusiastically say yes then ask them to spread the word. It helps in getting paid because a happy customer is a paying customer.

Excellent post. I really don't have any issues currently with clients, (In fact, I believe I maintain a high level of trust and am very personal with my clients), it's only a matter of organizing myself and consolidating everything, mainly to facilitate the simple needs of the client.

Although I carry my work as professionally as possible, I can't help but feel unprofessional by merely not having some sort of Client Management utility, whether it be a web software application or even just going to target and buying a file cabinet for everything.

[MrGamm]

Originally Posted by jamescabrera

Although to some a progress bar is meaningless, it assures the client that progress is being made, and at what point they could expect to start seeing a complete product.

Well... Typically they are called milestones... in any given billing situation you will need to seperate items for billing, inventory, payroll or the ledger. I am not an accountant.

Most project management systems allow you to set milestones, or task lists... so to have the bar scale relative to those items might help...

I have tried setting things manually in the past... like 10% or 50%... ect... when multiple people are using the system. Everyone has their own definition as to what 10%, 50% or even 100% actually means...

It might even be a good idea to log the changes, or force someone to write a note when they change the status... just for the sake of sanity... jmo...

Like when a trouble ticket comes in... you might want that status bar to drop back down maybe?

In general however... liaising with your client not only sometimes reduces the amount of work required on a project, it opens up new possibilities as well... but some people might really like the no fuss approach. Who knows?

The way you are approaching it sounds like an integrated chat might be of use...

If you're in it for the long haul... I think Google Wave is a newer product which is both a chat and a threaded conversation protocol. That might be of interest to you.

[Uncle Dog]

I don't like progress bars.

At their simplest you've got the infinite steps of 50% of what's left to do. Quite useful if you write software for government projects I'd imagine.

To make them meaningful requires consultation, development, monitoring, evaluation and upgrading - is this an acceptable use of the clients time and money?

[cvos]

Originally Posted by n2deep

check out basecamp and/or freshbooks. Basecamp is very common to use for project management and freshbooks will let you create estimates and invoices along with time tracking with ease. They even integrate with each other.

I second this, these are very well done web based apps.

[dmartin]

Plenty of good answers so far.

In my own experience, having a good system in place (whether manual or software-based) is important for your own organization, especially as you start to grow, work with other people (associates or subcontractors), and handle more than a couple of clients at once.

We use ClientSpot for client/task management and time tracking, and I've heard good things about FreshBooks for invoicing, etc., and basecamp as well.