Identify the same client in each system
Define how people, organisations and accounts relate to each other. Agree a stable reference between the portal and CRM rather than matching loosely on names. Where existing records are being migrated, review field mapping, duplicates and ownership before importing the full dataset.
Map client actions to staff work
An application, document or service request should create or update an agreed record and reach the responsible team. Specify the information needed for the review, how the task is assigned and what counts as complete. Avoid leaving the portal as a polished inbox that no one owns.
Agree which status the client sees
Internal stages may be more detailed than the client-facing journey. Map them deliberately. A client should understand whether information is missing, a review is underway or an action is complete. Decide which updates trigger a notification and which remain internal.
Define access around real relationships
An individual client, a company administrator and a staff member may need different views and actions. Identify sensitive fields and documents, account membership and who can approve changes. Verify the agreed boundaries with role-specific tests before live information is collected.
Adapt the workflow to the industry
A professional-services application, property request and education enrolment have different information and review needs. Reuse useful system patterns while defining the forms, records, permissions and communication appropriate to the actual service. Link payment or delivery events only where they support the workflow.