By deepening self‑service in the customer portal, we shift routine support tasks away from the heat supplier to consumers. This shift to intuitive and simple digital flows, enables scale and frees your customer service teams to focus on more complex cases.

Everything residents can change themselves is now set up in one place: Configuration → Customer portal → Self-service. That's also where you'll find the existing options for move-ins and move-outs and the advance amount.

Want to know more? Check out our help article.

Or watch this video:
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Did a resident switch banks, or would they rather switch to direct debit or bank transfer? Residents now handle that themselves in the customer portal, without any handling from your team.

To turn it on, go to Configuration → Customer portal → Self-service and check Payment method & IBAN under Payments. Only want to allow the switch from bank transfer to direct debit, not the other way around? Also check Only SCT → SDD. Residents get a confirmation email each time, and every change is logged in the activity feed.

This is off by default, so your current process only changes once you turn it on yourself.

Paying by direct debit? Residents can now also choose which day the amount is collected. This is off by default too. Turn it on under Configuration → Customer portal → Self-service by checking Collection day in the Direct debit section. Want residents to pick only from certain days? Use Restrict available days to select which days they can choose.

Direct debit also gets its own section on the customer detail page, under Banking details. Payment method, payment term, collection day, default bank account and mandate sit together in one overview. You can also adjust the Collection day per customer there.
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Fewer manual bank detail changes for your team, and a clear trace of who changed what.

Title and initials, billing address, communication language, and the email address and phone number used for communication: residents now update these themselves in the portal, with a confirmation email each time. Their login email stays unchanged. You choose which details residents can change: check them under Customer details and Communication in Configuration → Customer portal → Self-service.
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Less confusion, less distrust, fewer balance-related questions to your Customer Support team.

Every invoice now shows its invoice number right on the invoice card. Open invoices are listed clearly on the dashboard. And if a direct debit payment is still processing just past its due date, residents see that it's in progress, instead of worrying about a missed payment.

Residents understand their invoice without calling your Customer Support team.

The balance residents see in the portal now matches what you see on the customer detail page, collection case costs included. If there's a mismatch, say an invoice that wasn't sent or a payment that hasn't processed yet, residents get a clear signal about it.

Less confusion, less distrust, fewer balance-related questions to your Customer Support team.

Residents now see the latest available meter reading for their contract in the portal, along with the reading date, meter serial number, and reading source. If no reading is available yet, they get a clear explanation instead of an unexplained zero consumption.

Fewer usage-related questions, because residents can see what their invoice is based on.

Residents now choose their own communication language in the portal. How they receive their invoices is something you now set for many customers at once. Select the customers in the customer overview and choose Change sending method. You set the sending method per invoice type, such as advance, invoice or credit note, or for all invoice types at once. Useful when you want to move a group of customers to a different sending method, for example e-invoicing.

The communication card on the customer detail page also got a refresh. That way, your customers receive their communication in the right language and the right way.

Does a location consume electricity and also send it back to the grid? You can now set a direction per meter channel: off-take, injection or not applicable. You do this under Configuration → Meters → Models, when setting up a meter's channels. On a consumption billing item, you then choose the direction you want to bill: Off-take or Injection. Leave it empty and the item works as it does today, for both. Billing insights then only uses the measurements that belong to that direction.

That way, you can complete a period with valid injection data without waiting for off-take data. Negative injection readings are also no longer treated as negative consumption.
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Want to know more? Check out our help article.

Billing with advances? You can now show the subtotal of all cost items before the paid advances are deducted, instead of after. Go to Configuration → Communication → Templates and open your invoice template. In the editor, open the settings tab and turn on the subtotal-before-advances option. Residents immediately see the total cost and how the final amount is calculated.
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