I remember feeling like we had too many moving parts and not enough structure around the client portal side of the business. They helped us slow down, name the real problem, and turn it into client portal structure, document flow, and status visibility. It gave us more confidence sending people to the link and explaining what we do.

The client experience at intake was inconsistent. Some clients got a clear process, others got a back-and-forth email chain that felt unprofessional. We needed to standardize it.

What we got was not just a form — it was a structured intake process that both sides could understand. Client expectations were set at the beginning and the team knew what they were receiving before they opened anything.

The professional impression the portal makes has become part of how we position ourselves. Clients comment on it. That is not something we expected.