Getting Started
Introduction

Introduction

The Customer Portal is the place where contractors who work with Contractor In Charge can see what's happening on their phones, their calls, and their bookings — and where CIC can manage them as customers.

CIC handles the inbound phone work for home-services contractors (plumbing, HVAC, electrical, and more) using the Five9 call center platform. Every call that lands with a CIC agent on behalf of a contractor is logged, recorded, and tied to that contractor's company in this portal.

What the portal does

The portal turns raw call activity into something the contractor can use:

  • Call recordings they can listen to
  • Dashboards showing how busy their phones are and where calls come from
  • Forecasts of how many calls to expect in the coming days
  • Alerts when something unusual happens — a sudden spike in volume, a quiet hour, a missed pattern
  • A single home for billing, including how much they owe, what they paid for, and how to update their card
  • Playbooks — written guidance the CIC team uses when answering that contractor's calls — that the contractor can review and update

For CIC's own staff, the portal is the operational console: invite customers, organize them into teams, attach phone numbers and trades, monitor for problems, and issue invoices.

Why it exists

The portal solves four overlapping problems:

  1. Transparency for contractors. Before the portal, contractors had to take CIC's word for what was happening on their phones. Now they can hear the calls, see the volume, and review the playbook the agents are using.
  2. Operational visibility for CIC. Spikes, drops, missed calls, weird patterns — these used to be discovered only when a contractor complained. The portal's anomaly detection and forecasting surface them in advance.
  3. Self-serve billing. Stripe is integrated so contractors can set up payment, see invoices, and pay them without back-and-forth email.
  4. A single source of truth for the contractor relationship. Trades, teams, phone numbers, playbooks, members, and call data all live in one system tied to one company record.

Where it lives

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