Customer Management: #3 Giving Customers Control & Privilege

Rio, the founder of RenoTech Solutions, a fast-growing digital service company, found itself juggling a dozen different services for its clients. They handled one-time setup fees, recurring monthly invoices, and custom milestone-based billing for projects. As the client base expanded, so did the volume of routine requests:

"Can I see my past invoice?"

"When is my next subscription renewal?"

"Can I update my billing contact?"

None of these were complex cases. But tracking those calls, emails and texts and responding to them, altogether, added pressure.

The finance team spent hours each week responding to emails requesting invoice copies.

The support team handled password resets and billing profile updates. Project management was often pulled into billing conversations to confirm payment status.

At one point, a support representative said, "Most of this information already exists... our customers just can't see or access it themselves."

That was a turning point.

Instead of managing every request manually, RenoTech realised they needed to provide customers with controlled access to their billing information without compromising security or losing visibility. This is where Zoho Billing Customer Portal becomes a natural extension of their customer experience.

Customer Portal in Zoho Billing 

The Customer Portal in Zoho Billing is a secure, self-service space where customers can manage their billing-related activities independently. Rather than reaching out for every small request, customers can log in to access all their account information anytime.

This shift doesn't just reduce workload for internal teams. It fundamentally changes how customers interact with a business, from dependency to empowerment.

Let's look at what customers can do through the portal and how it supports different billing models.

Managing One-Time Transactions 

For businesses like RenoTech that charge a one-time fee for setup, onboarding, or standalone services, customers often need access to past invoices for accounting or internal approvals.

Through the Customer Portal, customers can:

• View all their invoices in one place.

• Download or print invoices whenever required.

• Check payment status (paid, due or overdue)

• See applied credits or adjustments.

• Directly download account statements.

 

Instead of emailing the finance team for documents, customers get instant access. This not only saves time but also reduces friction during audits, reimbursements or internal reporting.

Subscription Management 

Recurring billing brings predictability, but also more questions and amendments. Customers frequently want clarity on renewal dates, plan details and upcoming charges.

The Customer Portal allows customers to view and modify their subscriptions. Customers can:

• View Active subscriptions and associated plans.

• Convert the trial to live, extend the trial or cancel the trial

• Switch plans, update quantity.

• Purchase addons & redeem coupons.

• Upgrade, Downgrade, Pause or Resume Subscription.

• Cancel subscription either immediately or at the end of the term.

• Reactivate subscription.

• Change the Auto-charge preference.

• View Historical subscription invoices.

 

When customers understand what they are being charged and why, it builds confidence; they don't have to guess or wait for reminders. They can check their subscription details at any time.

For businesses, this transparency significantly reduces renewal-related queries and confusion around recurring charges.

Supports Project-Based Billing 

Many service businesses bill customers based on project milestones or phases. In such cases, customers often want to track how payments align with the work delivered.

Using the Customer Portal, customers can:

• View invoices linked to the project.

• Track payment made against specific invoices.

• Review billable hours.

• Understand outstanding balances clearly.

 

This ensures that billing conversations stay factual and transparent. Both parties are always looking at the same time, reducing disputes and follow-ups.

 Payments, Credits & Account Balances 

Another key privilege customers appreciate is visibility into how their payments are applied.

Through the Customer portal, customers can:

• View payment history.

• See available credits or advance payments.

• Understand how credits are applied to invoices.

• Track overall account balance.

• Make bulk payments for multiple outstanding invoices at once.

 

This helps customers manage their finances more effectively and avoid misunderstandings about partial payments or unused credits.

Updating Billing & Contact Information 

Customer information, such as email addresses, billing contacts, phone numbers, and addresses, changes over time.

Instead of sending update requests to the support team, the customer portal allows customers to:

• Update their contact details.

• Modify billing address.

• Update saved credit card information.

 This ensures the business consistently has accurate data, while customers feel in control of their own records.

​
Secure Access with Control 

Access to billing data must be secure. Zoho Billing's Customer Portal includes built-in self-service control that balances convenience with protection.

Customers can:

• Log in using secure credentials.

• Reset passwords on their own if they forget them

• Manage login access without contacting support.

 

To further strengthen security, Zoho Billing supports Multi-Factor Authentication (MFA) for the Customer Portal. With MFA enabled, customers verify their identity using an additional step, such as a one-time password, alongside their regular login process.

​
Zoho Billing also supports Single Sign-On (SSO) for Portal and federated login, allowing customers to access the portal using their existing identity provider. This makes login even easier for enterprise customers who prefer to use a centralised authentication system.

​
To maintain brand consistency, businesses can enable a portal on a custom domain. This ensures customers interact with a portal that looks and feels like a natural extension of your business, reinforcing trust.

​
Customer Portal also supports Web Tabs, allowing businesses to embed external links or internal resources directly into the portal interface to share help documents, Knowledge base articles, etc.

​
With so much to offer, the Customer Portal serves as a secure, intuitive customer workspace.

​

Configuring the Right Level of Access 

Not every business wants customers to do everything, and that's understandable.

Zoho Billing lets businesses configure Customer Portal Preference, deciding:

• What customers can view or manage.

• Whether the customer can add a comment or build a conversation from the portal.

• Whether payment can be made through the portal.

• How notifications and portal invitations are sent.

• Whether to share documents through the portal.

• If the customer can review your service from the portal.

• Whether the customer can reach out through an integrated chat support powered by Zoho Salesiq.

 

This flexibility ensures businesses stay in control while still offering meaningful self-service capability.

What the Customer Portal does for Business 

Providing customers with access to a portal isn't just about convenience; it's about trust. When customers can view their invoices, track their subscriptions, manage payments, and update their details with minimal friction, they feel informed and respected. They're less dependent on the support team and more confident in their relationship with the business.

For businesses, this means:

• Fewer repetitive support requests.

• Faster resolution of billing-related disputes.

• Cleaner, more accurate customer data.

• Stronger customer satisfaction and retention.

 

Customers gain clarity, control and confidence while businesses benefit from reduced operational overheads and improved trust. In the long run, a well-designed customer portal doesn't just simplify billing, it reinforces a professional, transparent and customer-first experience. 

Up Next: Enhance Customer Journey

• Topic Participants

• Hari Hara Sudhan. S

  

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