Complete Visibility: Introducing Our New Customer Portal

I've lost count of how many times I've heard the same frustration from merchants switching agencies: "I never knew what was going on." They'd send an email asking for a status update, wait a few days, chase again, eventually get a reply that didn't really answer the question. It's exhausting. And it shouldn't be normal.

We've spent the past year building something to fix that. A customer portal that gives you direct access to everything - your projects, tickets, budgets, website health. No chasing. No waiting for someone to compile a report. Just log in and see it.

Why we built this

About three years ago, we built the first version of our customer platform. It worked - customers could see tickets, track time, access documents. But it was fragmented across a few different systems, and you had to know where to look for what.

It was useful, but it wasn't the single source of truth we wanted it to be.

So we rebuilt it. Took all the good bits from v1 and brought them into one interface. When you log in, you see your projects, your tickets, your budget, your site's performance data. Not a summary we've prepared - the actual data, updated live.

What you can actually do

The portal gives you 24/7 access to everything related to your account.

Live project status showing where work stands, what's been completed, what's coming next. No more waiting for a weekly call to find out if something shipped.

Support tickets you can submit directly and watch progress through. When you raise a request, AI analyses it immediately, our team sees your complete history, and any time we spend tracks against your budget automatically. You don't have to explain your setup every time you get in touch.

Budget transparency is probably what customers have reacted to most. Every hour is logged with a description of what was done. You can see exactly how your retainer is being used, which tasks took how long, who worked on what. When your invoice arrives, you've already seen everything on it. No surprises.

Website health monitoring gives you direct visibility into your site's performance, uptime, and security status. We've had customers catch issues from their dashboard before we'd even had a chance to alert them.

Everything unified

Your relationship with us generates a lot of information over time: support tickets, project updates, documents, invoices, website analytics, security reports. Previously, that lived in different places - emails, spreadsheets, various tools.

Now it's all under your account in one portal.

When you log in, you see the complete picture. Current projects and their status. Open support tickets and their priority. Your service budget and how it's tracking. Performance metrics for your website. Documents you've shared with us and ones we've requested.

No searching through emails. No wondering if something got missed.

Budget tracking you can trust

This is worth dwelling on because it's where agencies typically hide.

Every hour we work on your account is logged with clear descriptions. You can see which team members worked on what, how long tasks took, how your budget is being used. When your invoice arrives, nothing is a surprise - you've been able to track it in real-time all along.

Building this forced us to be more accountable. When customers can see how long something takes, you can't pad estimates. When they can see tickets sitting untouched, you can't pretend you're busy. It's exposed.

Some agencies would hate that. We've found it makes us better. Knowing everything is visible keeps the team sharp.

Self-service when you want it

Sometimes you just need a quick answer. You want to check on a ticket status, find a document, or see how your website performed last week. You shouldn't have to email us and wait.

The portal gives you self-service access to:

• Submit and track support tickets
• View your complete ticket history
• Access invoices and billing information
• Download documents and assets
• Check website performance and uptime
• Review security scan results

When you need to reach us, we're here. But when you just need information, you can get it yourself.

Built for peace of mind

Running an eCommerce business is demanding enough without worrying about whether your agency is on top of things.

You'll know your support requests are being handled because you can see them progressing. You'll know your website is secure because you can see the monitoring results. You'll know your budget is being respected because you can track spending as it happens.

No more wondering. No more chasing.

If you're already a customer

You should have portal access already. If you haven't logged in yet, give it a look - or let us know and we'll walk you through it.

If you're not a customer but this sounds like the kind of relationship you want with an agency, we're happy to show you around.

Get in touch if you want a demo.