Documentation Index

Fetch the complete documentation index at: https://learn.nexudus.com/llms.txt

Use this file to discover all available pages before exploring further.

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Communicating with Customers

When you migrate to version 5 of the Members Portal, your customers should not be surprised. A clear communication plan builds confidence and reduces support requests. This page provides a suggested timeline and guidance you can adapt to your space.

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General guidance

Strike a balance between sharing enough information and giving your customers a chance to explore. Most people will skim at least one message, so use a staggered approach over a couple of weeks rather than a single announcement. Lead with why you are relaunching, followed by what will change for them.

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Assess what to communicate

Before drafting any message, walk through the new portal yourself and note:

• Is your branding changing, and if so, how visibly?
• Are any features new to your customers (guest checkout, team management, dynamic pricing)?
• Have existing flows changed — for example, how customers find and book resources, or where they access invoices?
• Has the login process changed, or will customers need to reset passwords?

Once you have these answers, tailor your communications to what actually affects your customers rather than sending a generic announcement.

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Suggested timeline

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Two weeks before — Heads-up announcement

Use an announcement in the current portal to let customers know a change is coming. What to include:

• A clear title communicating that the portal is being updated
• A short summary of what customers will gain (easier bookings, a smarter dashboard, a more modern experience)
• The go-live date
• A help desk link or point of contact for questions

Keep it positive and high-level. The goal is to avoid surprise, not to explain everything up front.

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One week before — Detailed reminder

Send a reminder with more specific information about the change. What to include:

• Any URL or login changes (typically none — credentials stay the same)
• A summary of the key areas: dashboard, bookings, invoices, team management
• Screenshots or a short video walkthrough of the new portal
• Any action customers need to take before or after go-live

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Go-live day — Confirmation announcement

Post another announcement confirming the new portal is live. What to include:

• Confirmation that the new portal is live and ready
• One or two key areas to explore first
• A help desk link or email address for anything that is not working as expected

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One week after — Follow-up and feedback

Check in using a survey to gather feedback and surface any issues early. What to include:

• A thank-you for trying the new portal
• A short feedback form (3–5 questions maximum)
• A reminder of the help desk link for any unresolved issues

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What to highlight for your customers

Rather than listing every page, focus on the areas that directly affect what customers do day to day:

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Personal dashboard

After signing in, customers land on a personal dashboard with upcoming bookings, announcements, and quick actions. Let them know this is their home base.

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Booking resources

The resource list is how customers find and reserve meeting rooms, desks, and other spaces. If the layout or filtering has changed, call this out specifically — it is one of the most-used parts of the portal. Cover:

• How to search and filter resources
• Whether pricing is displayed differently (dynamic pricing, if enabled)
• How to manage, modify, or cancel existing bookings

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Account and billing

Customers manage personal information, billing details, and security settings under their profile. If anything has changed — particularly payment methods or invoice history — communicate it clearly. Cover:

• Where to find invoices
• Where to update billing details
• Where to change passwords or security settings

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Team management

Customers who manage teams have access to a dedicated team section covering team bookings, attendance, member lists, and permissions. Cover:

• Where to find the team section after signing in
• How to view bookings made by any team member
• How to manage team member permissions

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Next steps