Client Support Playbook
Centralize everything your facilities, finance, and executive teams need to operate ContractShield with confidence. Use the guided workflows below to roll out onboarding, maintain project control, and surface insights your stakeholders expect.
Onboarding
Lay the groundwork for a successful collaboration in under 15 minutes.
Create a complete company profile
Confirm legal details, upload brand assets, and configure notification preferences so project teams recognize your requests immediately.
- Add primary and backup contacts with role-based permissions.
- Connect billing preferences for invoices and retainers.
- Upload reference documents clients expect in every engagement.
Invite internal stakeholders
Assign finance, facilities, and compliance reviewers before the first work order so approvals never stall.
- Define escalation paths for change orders and urgent repairs.
- Give read-only access to executives who need portfolio visibility.
- Enable automated alerts to keep dormant stakeholders informed.
Calibrate project templates
Use the template library to standardize scopes of work, approval checkpoints, and documentation requests across your portfolio.
- Select the default work-order questionnaire for each asset type.
- Establish SLA timers for emergency and planned maintenance.
- Map required compliance certificates to industry and jurisdiction.
Project Tracking
Track day-to-day execution, finances, and risk signals without leaving the portfolio view.
Launch with confident handoffs
Convert approved quotes into active projects with one click so schedules, budgets, and documentation stay synchronized.
- Sync kickoff meetings and site access details directly from the work order.
- Attach pre-job photo surveys and compliance documents to give contractors context.
- Automate welcome packets for tenant or property notifications.
Monitor execution without thrash
Use timeline, dependency, and milestone dashboards to understand schedule health at a glance.
- Filter by asset, geography, or risk tier to surface lagging work.
- Review contractor updates with annotated photos and progress notes.
- Apply variance reasons (weather, scope drift, procurement) for trend analysis.
Guard your budget
Tie change orders and pay applications to committed cost so finance teams stay aligned.
- Lock approval routing for changes above tolerance thresholds.
- Compare forecast vs. actual with automated earned value calculations.
- Export summaries to ERP or accounting via scheduled reports.
Analytics
Transform raw operational data into board-ready insights and actionable alerts.
Portfolio health
Leverage utilization, budget burn, and forecast accuracy metrics to prioritize attention.
- Set watchlists for projects exceeding variance tolerances.
- Benchmark contractor performance across similar scopes.
- Use scenario filters to model impact of funding adjustments.
Financial intelligence
Analyze cash flow timing, committed cost exposure, and invoice status in real time.
- Align payable cycles with milestone attainment to avoid overpayments.
- Surface stacked retainage by contractor to simplify closeout.
- Flag duplicates by matching invoice metadata and attachment fingerprints.
Compliance telemetry
Keep safety, insurance, and regulatory requirements continuously updated.
- Automate certificate reminders 30, 14, and 3 days before expiry.
- Track inspection punch-list resolution times to enforce SLAs.
- Export compliance summaries for insurer or audit partners.
Contractor Engagement & Quotes
Find qualified contractors and manage the quote-to-contract process seamlessly.
Post work orders to the job board
Create detailed work orders that contractors can find and quote on.
- Include project scope, location, timeline, and budget expectations
- Upload photos, plans, and specifications for clarity
- Set contractor qualifications and insurance requirements
Review contractor quotes
Evaluate proposals from qualified contractors with transparent pricing.
- Compare quotes side-by-side with detailed line items
- Review contractor profiles, ratings, and past work
- Request revisions or clarifications as needed
Approve quotes to create contracts
Approved quotes automatically generate contracts and activate projects.
- One-click approval creates binding contracts
- Projects activate with full contractor access
- Payment schedules and milestones are established
Troubleshooting
Resolve issues quickly with guided diagnostics and escalation paths.
Work order issues
Diagnose missing updates, stuck approvals, or scope confusion in minutes.
- Check the activity log to confirm who owes the next action.
- Use side-by-side version history to reconcile conflicting edits.
- Escalate to contractor success managers directly from the timeline.
Financial discrepancies
Trace invoice mismatches, duplicate payments, or incorrect retainage.
- Cross-reference invoice line items with approved change orders.
- Download transaction audit logs for finance review.
- Submit discrepancy tickets with contextual attachments in two clicks.
Platform access
Restore access for teammates and contractors without waiting on support.
- Reset passwords or resend invitations from the directory.
- Validate SSO connection status and recent login attempts.
- Enable temporary read-only access for auditors or inspectors.