Professional Services
Client Satisfaction from 72% to 94% Through Digital Transparency
Building a premium client portal for a strategy consulting firm managing 28 active engagements, eliminating invoice disputes and transforming project visibility.
What We Were Solving
The firm managed 28 active engagements with project values ranging from 25K to 250K GBP. C-suite clients expected premium service but project updates were PDF email attachments. Deliverables lived in Google Drive with inconsistent naming. Invoices were Word documents with no online payment. Three invoices were disputed because clients could not reconcile deliverables with billing milestones. The annual satisfaction survey dropped to 72 percent with poor project visibility as the top complaint.
Our Strategic Approach
We built a premium portal matching the firm consulting-grade positioning. Each client has a dedicated workspace with real-time milestone progress, deliverables organised by phase, draft feedback tools, and billing aligned to delivery milestones. Secure messaging replaces scattered email threads. Automated notifications alert clients when deliverables are ready or milestones reached. The admin side gives consultants unified engagement views with time tracking, utilisation metrics and revenue forecasting.
Deliverables
- Premium branded client portal with project workspaces
- Real-time milestone tracking with progress visualisation
- Deliverable management with phase-based organisation
- Milestone-aligned billing with Stripe integration
- Secure per-engagement messaging system
- Automated notifications for deliverables and milestones
- Consultant admin panel with utilisation and revenue metrics
- Client satisfaction micro-survey after each milestone
Project Timeline
Engagement Workflow Design
Mapped consulting lifecycle. Interviewed three clients about pain points. Designed portal around milestone transparency.
Portal and Deliverable System
Client workspaces, milestone tracking, deliverable management, feedback tools and secure messaging with RBAC.
Billing and Admin Panel
Milestone-aligned invoicing, Stripe payments, consultant utilisation dashboard and satisfaction surveys.
Migration and Rollout
Historical data migration, consultant training, client onboarding and phased rollout across 28 engagements.
Measurable Results
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