Onboarding guide for the Front Manager and the client portal – SO cowork UK

Summary

FRONT MANAGER
CLIENT PORTAL

This guide aims to make it easier to get started with Front Manager and the client portal. It offers a complete journey from creating a test company through to invoicing and customer follow-up. Each step is illustrated and documented to enable a quick understanding of how the system works overall.

FRONT MANAGER

1. Creating the company

Access: Menu → Directory → Companies
View full documentation

Creating a company is the starting point for all commercial management. This record is the basis for linking contacts, contracts, opportunities and invoices.

To add a company (prospect or customer), click the + button.

Fill in the main fields (name, type of company, contact details, website, primary contact).
Click Save to confirm creation.
The contact entered automatically becomes the first user linked to this company.

Once saved, the company record becomes the core of management: all modules are linked to it (members, opportunities, contracts, invoices, etc.).

2. Creating a user / member

Access: Company record → Members tab → Create a new user button
View documentation

Creating a new member within a company

Users (or members) represent the contact persons within the customer company. Each member has specific rights depending on their role and can access their client portal.

Administrator: All rights are enabled (contract signing, access to documents, paid bookings, incident reporting, mail/packages, appointments, access, etc.).
Manager: The manager has the same rights as the administrator, EXCEPT access to company documents (contracts, quotes, invoices).
User: The user has the same rights as the manager, but cannot make paid bookings.

To activate the client portal, open the member’s record and click Activate account (top right). An activation email is sent automatically.

Activating the client account

3. Creating a sales opportunity

Access: Company record → Add an opportunity button
View documentation

The sales opportunity is used to track the entire sales cycle: from initial prospecting through to contract signing. It brings together key information such as the lead source, estimated amount, probability of success and progress status.

Sales cycle:

Lead
Qualified lead
Quote sent
Visit scheduled
Contract sent
Contract signed

4. Managing sales activities

Access: From the Opportunity record (the opportunity record itself is accessible from the company record).
View documentation

Adding and tracking activities (visit, call, follow-up, etc.)

Each opportunity can include several activities: site visits, follow-up calls, sending quotes, sales follow-ups. These activities ensure full traceability of interactions.

5. Creating quotes and using the pricing tool

View documentation

From an opportunity, click the Pricing tool button to create a quote. This tool lets you build up to four customized commercial solutions.

These 4 solutions concern the main services listed below:

Company registered office
Private offices
Coworking spaces
Nomad plans

You can define the conditions for each of the four commercial proposals (commitment period, amount, discounts) and send the quote automatically by email.

6. Creating a contract

View documentation

Once the quote has been approved, the selected services can be converted into a contract. Status icons indicate availability:

❓: contract not possible (service unavailable)
👍: service available

By clicking the thumbs up icon, the contract is generated automatically. The client can find it in their client portal to sign it.

7. Initial invoicing and creating a payment

Validate a contract – View invoice information

Once the contract has been validated in the client portal, the first invoices (security deposit, first month) are generated automatically. From Menu → Finance → Invoices or from the Invoices tab on the company or contract record, you can access the invoices.

On the invoice record, you can:

Consult customer invoices
Send reminders to a customer
Link a payment
Track the status (paid, pending, overdue, etc.)

The customer can access their invoices from their client portal and pay online or set up a SEPA mandate.

8. Managing service availability

Access: Operations → Services planning
The Services planning module is used to check the availability of offices, shared offices and meeting rooms.

Access: Operations → 2D plan
The 2D plan offers a visual and intuitive view to organize spaces.

9. Booking a meeting room or day office

Access: Menu → Operations → Booking → Create a booking

Bookings are used to manage meeting rooms or day offices. A day office corresponds to a private office that is not attached to a contract.

Create a new booking for a customer or a user.
Link specific consumptions (drinks, prints, equipment, etc.).
Link the booking to an existing contract or invoice it as a one-off.

Each booking is automatically taken into account in the monthly invoicing, ensuring accurate tracking of one-off consumptions.

10. Adding options and consumptions

Adding additional services to a contract

From the contract record, you can enhance the customer’s offer with:

Monthly options: recurring services linked to the contract.
One-off consumptions: invoiced on an ad hoc basis (e.g. prints, bookings).

These items automatically appear in monthly invoices.

11. Manual billing of consumptions (one-off services)

Manual addition of a one-shot consumption

To add a consumption to a company or user and invoice it separately, go to the Consumptions tab on the company record or user record.

You will access the list of consumptions by center. You can select the list of consumptions and generate the invoice via the Generate invoice button.

12. Creating a community event

Community events (conferences, afterworks, workshops) strengthen cohesion between coworking members. They are visible in the client portal and support internal communication.

Access: Menu → Community → Client events
Fill in: title, description, date, venue, participants and visual.
Automatic publication in the client portal.

13. Mail or package notification

This module manages the receipt, notification and handover of mail and packages intended for residents.

Access: Menu → Mail and packages

Click Add mail / package and fill in the required fields.
An automatic notification is sent with a unique collection code.
When collecting, the code is entered to confirm handover.
It is also possible to add a delegate who will also receive the collection code and will be authorized to collect the package instead of the main recipient.

All actions (receipt, handover) are logged and can be viewed by company or user for complete traceability.

14. Managing appointments

The Appointments feature centralizes all meetings scheduled within the center: sales visits, internal meetings or service deliveries.

Access: Menu → Appointments.
Each line shows the status, organizer, center, staff and guests.
Available actions: reminder, check-in, cancellation.
Possible statuses: Pending, Confirmed, Cancelled.

Guests automatically receive an email notification with details and a calendar file (.ics).

15. Managing staff and roles

This module is used to manage collaborators who have access to the platform (front desk, maintenance, management, sales, etc.).

Access: Menu → Staff → Collaborators
Click Add collaborator and fill in the profile.
Assign a role: administrator, front-desk agent, manager, technician, etc.
Configure access rights via Menu → Staff → Rights (read, add, edit, delete).

Each role has specific permissions, visible in the rights table and adjustable according to operational needs.

16. Creating items in the service catalog

The service catalog groups all services available in the centers: offices, shared offices, registered office services, coworking subscriptions, parking, options and consumptions.

Creating and editing main services.
Adding options and associated consumptions by center.
Updating prices or availability by site.

17. Managing office pricing

This section presents the features related to defining, customizing and managing prices in the platform. It enables you to build a consistent pricing strategy while adapting it by site, user status or commitment period.

Overall price management

Reference price per m² by site: the basis for calculating rents and adjustments. Access: Menu → Global settings → Pricing → Prices by center.
Pricing grids: used to adjust the base price according to type, duration or service. Access: Pricing → Pricing grids.
Associating a grid with a center: each site can have its own pricing grid.

Managing discounts and reductions

Access: Menu → Global settings → Pricing → Discounts.

The table lists configured discounts according to staff status.

List and add new discounts.
Define the percentage, status concerned and state (active / inactive).
Associate specific discounts with a center.
Modify or deactivate existing grids.

18. Creating a marketing source

Marketing sources are used to measure the performance of acquisition channels. Each opportunity can be linked to a source to track the return on investment (ROI) of your campaigns.

Access: Menu → Marketing → Sources.
Add a new source (social networks, trade show, word-of-mouth, website, etc.).
Analyze statistics by channel via the marketing dashboard.

19. Statistics and steering

The Statistics section is a real global steering tool. It centralizes indicators related:

to sales (sales, prospects, contracts),
to operational management of the centers,
to accounting and invoicing,
to marketing and lead sources.

Thanks to the Business Plan, data can be cross-referenced to analyze overall performance and adjust strategy.

CLIENT PORTAL

The user’s account is activated from the Front Manager, in their user record. A verification email is sent so that they can set their password and access their portal.

Once the account is activated, the user must enter their workspace (indicated in the activation email). They can then log in to their client portal from the mobile app or the web version.

Access and available features depend on the user’s role within their company (managed in their Front Manager record). Depending on the center’s integrations (smart handles, lockers, charging stations, etc.), they can access different services.

1. Home and contract signing

On the home page, a banner indicates when a contract is awaiting signature.

Click the link to open the contract.
Read and approve the General Terms and Conditions of Sale.
Proceed with electronic signature: an SMS is sent with a validation code.
Once the code is entered, the contract is automatically validated.

After validation, the first invoices are automatically generated:

Security deposit invoice.
First month’s invoice.

2. My Company

From the My Company menu, the user can view:

Their quotes, contracts, invoices and credit notes.
All administrative documents associated with their company.

To pay an invoice:

Go to My Company → My invoices and credit notes.
Click the invoice to display the details.
Choose a payment method:
- Bank card (secure online payment),
- or SEPA direct debit mandate.

3. Bookings

The user can:

Book a meeting room or a day office,
View the list of their past and upcoming bookings.

Each booking is automatically linked to their company and included in the monthly invoicing.

4. Services and requests

In the Services menu, the user can:

Create a service request (e.g. catering, partner, etc.),
View the list of their requests and their follow-up status.

If service partners are associated with the center, they can be automatically notified of new requests.

5. Operations

The Operations module allows the user to interact with the operational functions of their center:

Appointments: create an appointment with an external contact and track its status (check-in, present, cancelled, etc.).
packages: track incoming packages and mail, with a unique collection code.
Incidents: report an incident, track its resolution and view the history of open tickets.