The Client Portal Buyer’s Guide_meta

The Client Portal Buyer's Guide: 7 Questions to Ask Before You Buy (Or Keep) Your Software

Use this evaluation scorecard to see if your current portal measures up—and what to demand if it doesn’t.

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Category 1: Client Experience & Competitive Advantage

Your clients don't care about your backend systems—they care about how easy you make their life. If they can't use your portal, they'll find an agency that gives them one they actually want to use

How often do your clients log into CSR24 right now?(Required)

We don't know – we can't track usage	Almost never – we get more password reset requests than logins	Rarely – only when they really need something	Monthly – some clients log in occasionally	Weekly or more – our clients use it all the time

That's great! What percentage of your total client base would you say is actively using CSR24? And of the ones who aren't, why do you think that is?(Required)

So your clients only log in when they absolutely have to—not because they find it useful. What do you think is causing that? Is it the login process, the design, or just that it doesn't do what they need?(Required)

Yeah, we hear that a lot. CSR24 requires your team to manually reset passwords, right? How many of those requests does your team handle per week? And what's that costing you in time?(Required)

So you're investing in a client portal, but you have no way to know if it's working. If you could see exactly how many clients are logging in, what they're doing, and where they're dropping off—would that change how you approach client engagement?(Required)

Category 1: Client Experience & Competitive Advantage

Your clients don't care about your backend systems—they care about how easy you make their life. If they can't use your portal, they'll find an agency that gives them one they actually want to use

What happens when a prospect or former client wants to access your portal?(Required)

We don't know – we've never thought about this	They can't access it at all – our portal is for current customers only	We manually set them up if they ask – but it's not automatic	They have to become a customer first – only active clients can log in	They can access it immediately – we give portal access to prospects and former clients

That's really smart—so you're using the portal as part of your sales process. How many prospects convert after they get access? And how does that compare to prospects who don't get portal access?(Required)

So prospects can't even see what your digital experience looks like until after they buy from you? How do you think that affects your close rate when they're comparing you to agencies that let them test-drive the portal first?(Required)

So it's technically possible, but it requires manual work every time. How often does your team actually do that versus just saying 'you'll get access once you're a client'? And how many prospects do you think you lose because of that friction?(Required)

So a former client who left because of price—but now realizes they made a mistake—they can't even log back in to see their old policies or reconnect with you digitally? How many of those do you think would come back if you made it easier?(Required)

So you've never thought about using your portal to generate leads or win back former clients? What if prospects could quote themselves through the portal, or former clients could see what they're missing—all without your team doing anything? How much would that be worth?(Required)

Category 1: Client Experience & Competitive Advantage

Your clients don't care about your backend systems—they care about how easy you make their life. If they can't use your portal, they'll find an agency that gives them one they actually want to use

If your client wants to refer a friend to your agency, how do they do that through CSR24?(Required)

We've never tracked or thought about referrals through our portal	We don't have a way for clients to refer through the portal	They have to call or email us directly – no digital referral option	They can submit a form or request, but it's not automated	There's a referral button right in the portal – clients can refer friends instantly

That's awesome—so how many referrals are you getting through the portal each month? And what's the conversion rate on those referrals compared to other lead sources?(Required)

So it's technically possible, but it requires your clients to jump through hoops? How many clients actually complete that process versus just not bothering because it's too much work?(Required)

So your happiest clients—the ones who would love to send you business—have to stop what they're doing and manually call or email you? How many referrals do you think you're losing just because of that friction?(Required)

So there's no referral mechanism at all in your portal? That means every referral happens outside your system, and you have no way to track, encourage, or incentivize it. If you could capture just 2-3 more referrals per month, what would that be worth to your agency over a year?(Required)

So you've never thought about using your portal to generate referrals? What if every time a client logged in, they saw a simple button to refer a friend—and you could track exactly who's sending you business and reward them for it? How would that change your growth trajectory?(Required)

Category 1: Client Experience & Competitive Advantage

Your clients don't care about your backend systems—they care about how easy you make their life. If they can't use your portal, they'll find an agency that gives them one they actually want to use

When your clients download the CSR24 mobile app, what do they see?(Required)

We don't have a mobile app / We don't know what it looks like	100% CSR24/Applied branding – no customization at all	Mostly CSR24/Applied branding with a small mention of our agency	A mix of our branding and CSR24's branding	Our agency's logo and branding – it's fully white-labeled to us

That's really important—so when clients use the app, they're thinking of YOUR agency, not some third-party vendor? How much do you think that's contributed to your client retention and brand loyalty?(Required)

So it's partially your branding, but clients still see CSR24's name? When they're using this app every day, whose brand do you think they're actually building loyalty to—yours or Applied's?(Required)

So your agency gets a small mention, but Applied's branding dominates? That means every time your clients interact with the portal, they're being reminded that this is someone else's product. How do you think that affects their perception of your agency as a leader in technology?(Required)

So your clients are logging into Applied's product—not yours? They're building familiarity and comfort with Applied's brand. If they ever wanted to switch agencies, how much harder is it to keep them when they're already comfortable with a platform that works with any EPIC agency?(Required)

So you don't know what your clients are seeing? That's a control issue—because if you're not managing the brand experience, someone else is. And in this case, it's Applied. How comfortable are you with that?(Required)

Category 2: Efficiency Gains

Every minute your team spends doing manual tasks is a minute they're not selling, servicing, or growing your agency. CSR24 was built for Applied's convenience—not yours

How long does it take your team to register a single client in CSR24?(Required)

We don't know – we've never timed it / We haven't registered clients yet	10+ minutes per client – it's a time-consuming process	5-10 minutes per client – lots of manual data entry	2-5 minutes per client – some manual work required	Less than 2 minutes – it's mostly automated

That's great—so you've automated most of the registration process? Walk me through how you're doing that, because most CSR24 users we talk to are stuck doing it manually.(Required)

So 2-5 minutes per client—that sounds manageable until you scale it. If you wanted to register 500 clients, that's 40+ hours of manual work. What could your team accomplish with an extra 40 hours? More sales? Better service? Strategic growth?(Required)

So 5-10 minutes per client—that means registering 500 clients would take your team 80+ hours. That's two full work weeks of nothing but data entry. How much revenue could your team generate if they had those two weeks back to focus on selling or servicing clients?(Required)

10+ minutes per client—so if you have 1,000 clients, that's over 160 hours just to get them into the system. That's nearly a full month of productivity lost to manual data entry. What's that costing you in delayed onboarding, lost sales opportunities, and team burnout?(Required)

So you haven't tracked it—or you haven't started because you know it's going to be a massive time investment? That's telling. If getting clients into your portal feels like a burden instead of a benefit, that's a sign the system isn't built for scale.(Required)

Category 2: Efficiency Gains

Every minute your team spends doing manual tasks is a minute they're not selling, servicing, or growing your agency. CSR24 was built for Applied's convenience—not yours

How many password reset requests does your team handle per week?(Required)

We don't track it / We don't know	15+ per week – it's a constant issue	5-15 per week – it's becoming a problem	1-5 per week – it's manageable	Almost none – our clients rarely need password resets

That's really unusual—most CSR24 agencies we talk to are constantly resetting passwords. What do you think is keeping your clients from needing resets? Or is it possible that most clients just aren't logging in often enough to forget their passwords?(Required)

So 1-5 per week—that's still 5-20 hours per month of your team's time just resetting passwords. If you could eliminate that completely and give your team those 20 hours back, what would they do with it? More sales calls? Better client service?(Required)

So 5-15 per week—that means your team is spending 20-60 hours per month acting as a password reset service. That's almost a full work week every month spent on something that modern platforms solve with a single click. How much is that costing you in lost productivity and team frustration?(Required)

15+ per week—so your team is spending multiple hours every week just resetting passwords? That's not a training issue, that's a platform design flaw. If you could eliminate that completely with passwordless login or social sign-in, what would that be worth to your team's morale and productivity?(Required)

So you're not tracking it? That means it's a hidden cost that's eating your productivity without you even realizing it. If you could see exactly how much time is being wasted and eliminate it completely, what would that be worth?(Required)

Category 2: Efficiency Gains

Every minute your team spends doing manual tasks is a minute they're not selling, servicing, or growing your agency. CSR24 was built for Applied's convenience—not yours

How much time does your team spend manually uploading documents for clients in CSR24?(Required)

We don't track it / We haven't started uploading documents yet	8+ hours per week – it's a major time drain	3-8 hours per week – it's becoming a burden	1-3 hours per week – manageable but tedious	Almost no time – documents are mostly automated

That's impressive—so you've automated most of your document management? Walk me through how you're doing that, because most CSR24 users are stuck manually uploading everything.(Required)

So 1-3 hours per week—that's 50-150 hours per year just uploading documents. That's almost a full month of productivity spent on admin work. If you could eliminate that and give your team that time back, what would they focus on instead?(Required)

So 3-8 hours per week—that means your team is spending 150-400 hours per year acting as file clerks instead of selling or servicing clients. That's 2-5 months of lost productivity. How much revenue could your team generate if they had that time back?(Required)

8+ hours per week—so someone on your team is spending a full workday every week just uploading documents? That's over 400 hours per year. If you could eliminate that role entirely and redeploy that person to revenue-generating work, what would that be worth to your bottom line?(Required)

So you're not tracking it—or you haven't started because you know it's going to be a massive time investment? That's telling. If getting documents into your portal feels like a burden instead of a benefit, that's a sign the system wasn't built for efficiency.(Required)

Category 2: Efficiency Gains

Every minute your team spends doing manual tasks is a minute they're not selling, servicing, or growing your agency. CSR24 was built for Applied's convenience—not yours

How does your team currently track which clients are actively using the portal vs. those who never log in?(Required)

We don't track it / We've never thought about tracking it	We have no way to track portal usage – we just assume clients are using it	We have to ask CSR24 support to pull usage data for us	We can pull reports manually, but it takes time	We have a dashboard that shows real-time usage and engagement metrics

That's great—so you have real-time visibility into client engagement? Walk me through how you're tracking that, because most CSR24 users have zero insight into who's using the portal and who's not.(Required)

So you can pull reports manually, but it takes time? How often does your team actually do that versus just assuming clients are engaged? And when you do pull the data, what actions do you take—like reaching out to inactive clients or improving onboarding?(Required)

So you have to ask Applied's support team every time you want to see usage data? That means you can't make real-time decisions about client engagement. How many at-risk clients do you think slip through the cracks because you're always looking at old data?(Required)

So you have no visibility into who's actually using the portal? That means you have no idea if clients are engaged or if they've never logged in once. How do you identify at-risk clients before they churn if you can't see disengagement happening?(Required)

So you've never tracked it? That means you have no idea if your investment in the portal is actually driving engagement—or if it's just sitting there unused. If you could see exactly who's active and who's ignoring it, what would you do with that information?(Required)

Category 3: Adoption & Training

The best technology in the world is worthless if your team won't use it and your clients can't figure it out. Does CSR24 makes adoption harder or easier?

How many of your clients are currently active users of CSR24?(Required)

We don't know / We haven't tracked adoption rates	Less than 25% of our clients actually use it	25-50% of our clients use it occasionally	50-75% of our clients use it regularly	75%+ of our clients actively use it

That's impressive—75%+ is rare. Walk me through how you got there, because most agencies struggle to get even half their clients logging in. What's your secret?(Required)

So about half are using it—what about the other 50%? Do you know why they're not logging in? And what's it costing you to have half your portal investment sitting unused?(Required)

So only 25-50%, and even then just occasionally? That means most of your clients either don't see the value or find it too hard to use. Of the ones who aren't using it, why do you think that is?(Required)

Less than 25%—so three out of four clients aren't using it at all. At that point, is the portal even providing value? What do you think is preventing the other 75% from adopting it?(Required)

You've never tracked it? That's telling. If you had to guess right now, what percentage do you think are actually logging in regularly? And of the ones who aren't, why do you think that is?(Required)

Category 3: Adoption & Training

The best technology in the world is worthless if your team won't use it and your clients can't figure it out. Does CSR24 makes adoption harder or easier?

When you onboard a new employee, how long does it take to train them on CSR24?(Required)

We don't have formal training / Every employee figures it out differently	8+ hours – it takes days to get someone fully comfortable	3-8 hours – requires significant training and documentation	1-3 hours – manageable with some guidance	Less than 1 hour – it's intuitive and easy to learn

Less than an hour—that's rare. Walk me through what that training looks like, because most agencies tell us it takes much longer. Are you training them on the full capabilities, or just the basics?(Required)

So 1-3 hours per employee—and how much of that is teaching them how to use the platform versus teaching them workarounds for what it can't do?(Required)

3-8 hours—that's almost a full workday. How much of that training time is spent on workarounds and exceptions versus actual platform functionality?(Required)

8+ hours—multiple days of training just for a client portal? How much of that is teaching them the system versus teaching them how to compensate for what it doesn't do?(Required)

No formal training process? So everyone learns differently and figures out their own workarounds? How many mistakes or client issues have come from that inconsistency?(Required)

Category 3: Adoption & Training

The best technology in the world is worthless if your team won't use it and your clients can't figure it out. Does CSR24 makes adoption harder or easier?

If you wanted to invite all your clients to use CSR24 tomorrow, could you do that in bulk?(Required)

We don't know / We've never tried to do a bulk rollout	No – and we'd also have to manually create credentials for each one	No – we have to manually invite each client individually	Partially – we can invite groups, but not everyone at once	Yes – we can bulk invite all clients with one click

One-click bulk invitations—that's rare for CSR24. Walk me through exactly how you're doing that, because most users don't have that capability.(Required)

So you can invite groups, but not everyone at once? How long does it take to work through all your client segments? And why can't you just do everyone in one shot?(Required)

So you have to manually invite each client? That means if you wanted to roll this out to 500 clients tomorrow, you'd be manually sending 500 invitations. How long would that actually take?(Required)

So you have to manually create credentials AND manually invite each person? That's double work for every single client. If you wanted to onboard your entire book of business, how many days—or weeks—would that realistically take?(Required)

You've never tried a bulk rollout? Is that because you know it would take forever, or because you're not sure how to do it? If you could onboard all your clients in 10 minutes instead of 10 days, would that change your adoption strategy?(Required)

Category 4: Integration & Data Flow.

The best technology in the world is worthless if your team won't use it and your clients can't figure it out. Does CSR24 makes adoption harder or easier?

Does CSR24 integrate with any other AMS, or is it EPIC-only?(Required)

We don't know / We've never asked about other integrations	We use EPIC, so we've never thought about other AMS options	It's EPIC-only – we can't use it with any other AMS	It works with EPIC, and we can manually sync other AMS data	It integrates with both EPIC and other AMS platforms seamlessly

So it integrates with both EPIC and other AMS platforms? That doesn't match what Applied advertises. Walk me through exactly how you're syncing other AMS data, because everything we've seen shows CSR24 is EPIC-exclusive.(Required)

So you're manually syncing data between systems? That means double entry, constant maintenance, and high error risk. How sustainable is that as you scale?(Required)

So it's EPIC-only—which means if you ever wanted to switch AMSs, you'd lose your entire client portal and have to start over from scratch. Does that feel like you're building on solid ground or rented land?(Required)

So you use EPIC and haven't considered switching—but what if EPIC changes direction, raises prices, or gets acquired? Right now, you can't even explore other AMS options without losing your portal. Is that a strategic advantage or a trap?(Required)

You've never asked? So you don't know if you're locked in or not? Let me save you the research: CSR24 only works with EPIC. If you ever want to switch AMSs, you lose everything. How does that sit with you?(Required)

Category 4: Integration & Data Flow.

The best technology in the world is worthless if your team won't use it and your clients can't figure it out. Does CSR24 makes adoption harder or easier?

When a policy updates in EPIC, how long does it take to show up in CSR24?(Required)

We don't know / We've never tracked sync timing	Several hours or longer – syncing is inconsistent	Within an hour – we've noticed some lag	Within a few minutes – there's a small delay	Instantly – it syncs in real-time

Instantly—how have you verified that? Because most agencies assume it's real-time until they actually test it and find delays. Have you ever had a situation where the data didn't sync correctly?(Required)

A few minutes of delay—so if a client is on the phone with you looking at their portal, there's a chance they're seeing outdated info? How often does that create confusion or require extra explanation?(Required)

An hour lag—so for 60 minutes after any policy change, your clients could be looking at incorrect information. What happens when a client makes a decision based on that stale data?(Required)

Several hours or longer—that's a major credibility risk. If your portal is showing outdated policy info for half a day, how do you prevent client confusion or internal mistakes? And what happens if there's a sync error and the data never updates?(Required)

You've never tracked it? So you're operating on the assumption that it's instant, but you don't actually know. What if there's a multi-hour delay and you're just not aware of it? How would that impact client trust if they discovered it?(Required)

Category 4: Integration & Data Flow.

The best technology in the world is worthless if your team won't use it and your clients can't figure it out. Does CSR24 makes adoption harder or easier?

Can you customize what policy data shows up in the client portal, or is it all-or-nothing?(Required)

We don't know / We've never explored customization options	No – and it sometimes shows confusing or unnecessary information	No – it shows all policy data automatically with no filtering	Partially – we can customize some fields but not everything	Yes – we have full control over what policy data displays

Full control—that's rare for CSR24. Walk me through exactly what you can customize, because most users tell us they're stuck with whatever the system displays by default.(Required)

So you can customize some fields but not everything—which policy details do you wish you could hide but can't? And how often does that lack of control create client confusion?"(Required)

So it shows all policy data with no filtering? That means clients are seeing every endorsement, every fee, every coverage detail—whether they understand it or not. How much time does your team spend fielding questions about information that shouldn't have been visible?(Required)

So it shows confusing or unnecessary information you can't control? That means clients are looking at policy details they don't understand, which makes them question your expertise. How many service calls could you eliminate if you could hide irrelevant data?(Required)

You've never explored what clients actually see? So you don't know if they're being overwhelmed with technical jargon or missing critical information? That's a blind spot that could be costing you credibility.(Required)

Category 5: Mobile Experience & Modern Expectations.

If your clients can't easily use your portal on their phone, you're losing to the carrier apps—and looking outdated in the process.

Have you personally tried using CSR24 on your phone?(Required)

No – and I avoid recommending it to clients for mobile use	No – I haven't personally tested the mobile experience	I've tried it once or twice, but I stick to desktop	Yes – I've tried it, but it's not ideal on mobile	Yes – I use it regularly on my phone and it works great

That's great—you use it regularly on mobile. Walk me through what you're doing on your phone with it, because most agency owners avoid mobile entirely. What makes your experience different?(Required)

So you've tried it but it's not ideal—what specifically feels clunky? And if you don't love the mobile experience, do you think your clients do? Because if you won't use it on your phone, why would they?(Required)

So you tried it once or twice but stick to desktop—why? What made you stop using it on mobile? And if you're avoiding it, what does that tell you about your clients' experience?(Required)

You haven't tested it yourself? So you're recommending something to clients that you haven't experienced. If you pulled out your phone right now and logged in, what do you think you'd find? Because if you won't use it on your phone, why would your clients?(Required)

You actively avoid recommending it for mobile? So you already know it's not good enough. Your clients are using their phones for everything—banking, shopping, social media—but you won't recommend your portal for mobile use. What does that say about where you stand competitively?(Required)

Category 5: Mobile Experience & Modern Expectations.

If your clients can't easily use your portal on their phone, you're losing to the carrier apps—and looking outdated in the process.

Do your clients know they can access the portal from their phone?(Required)

No – and we intentionally avoid promoting mobile because the experience isn't good	No – we haven't actively promoted the mobile experience	We've mentioned it to some clients, but not all	Yes – we've mentioned it, but we're not sure how many actually use it	Yes – we actively promote mobile access and clients use it regularly

That's great—you actively promote it and clients use it regularly. What's your mobile adoption rate compared to desktop? And how do you know clients are having a good experience versus just tolerating it?"(Required)

So you've mentioned it but don't track mobile usage? That means you have no idea if clients are actually using it on their phones or if they tried once and gave up. How would you know if the mobile experience is creating problems? Because if they don't know or don't use it, you're missing the whole point of having mobile access.(Required)

So some clients know and others don't? That's inconsistent positioning. Some clients see you as modern and tech-forward, while others don't even know the option exists. What's stopping you from promoting it to everyone?(Required)

You haven't promoted mobile access—why not? If it's because you're not confident in the experience, that's a problem. And if clients don't know they can use it on their phone, you're missing the entire point of having a mobile-friendly portal.(Required)

So you intentionally avoid promoting mobile because the experience isn't good enough? That means you're paying for a feature you won't market because you're afraid it'll make you look bad. How much is that costing you in positioning and client perception?(Required)

Category 5: Mobile Experience & Modern Expectations.

If your clients can't easily use your portal on their phone, you're losing to the carrier apps—and looking outdated in the process.

When clients use CSR24 on their phone, do they need to download an app or use a mobile browser?(Required)

It requires browser access, but the mobile experience is clunky	We're not sure – we've never clarified this with clients	It works both ways – app or browser, client's choice	It's browser-based – they just visit the website on their phone	It's a native app – clients download it from the app store

So clients have to download a separate app? How many have actually done that? Because most clients already have the Geico app or State Farm app on their phone, and those are simple to use. How do you compete with that when your solution requires an extra download?(Required)

So it's browser-based—how does that experience actually compare to the carrier apps clients already have? Because if it's clunky or hard to navigate, they'll just use the State Farm app instead. Are you losing touchpoints because your mobile experience can't compete?(Required)

So clients can use either app or browser—but which one do most people actually choose? And how does either option compare to the carrier apps they already have installed? Because if your solution feels harder to use, they'll default to what's easier.(Required)

You're not sure how clients access it? So you don't know if they're struggling with downloads, browser issues, or just giving up? Meanwhile, the Geico app and State Farm app are sitting right there on their home screen, stupid simple to use. How do you compete when you don't even know how your own solution works on mobile?(Required)

So it's browser-based but clunky? That means clients are having a frustrating experience every time they try to use it on their phone. Meanwhile, the carrier apps are smooth, fast, and intuitive. How many clients are bypassing your portal entirely because the mobile experience can't compete?(Required)

Category 6: Branding & White-Label Control

If your client portal has Applied's branding all over it instead of yours, you're building their brand—not your agency's

Can you fully customize the look and feel of CSR24 with your agency's branding?(Required)

We don't know / We've never explored customization options	No – it's mostly Applied's branding with minor customization	Minimal – we can change a few colors but it still looks generic	Partially – we can add our logo but most of the design is locked	Yes – we have full control over colors, logos, fonts, and design

Full control over branding—that's rare for CSR24. Walk me through exactly what you've customized, because most agencies tell us they're stuck with Applied's default framework and can only make minor tweaks.(Required)

So you can add your logo but the rest is locked? That means clients see your logo sitting on Applied's design. Does that make you look like an independent agency with your own technology, or like an Applied reseller? Because if clients see Applied's branding more than yours, you're building their brand—not your agency's.(Required)

So you can change a few colors but it still looks generic? That means your portal looks almost identical to every other Applied agency using CSR24. How does that help you differentiate? And when clients see Applied's design framework, whose brand are they remembering—yours or theirs?(Required)

So it's mostly Applied's branding? That means every time a client logs in, they're seeing Applied's identity more than yours. You're paying to advertise for them while building their brand instead of your own. How much brand equity are you losing every time a client sees their logo instead of yours?(Required)

You've never explored customization? So you don't know how much control you have over your own portal's branding? That means you're operating with Applied's default design—and clients might not even recognize the portal as yours. How much brand equity are you leaving on the table?(Required)

Category 6: Branding & White-Label Control

If your client portal has Applied's branding all over it instead of yours, you're building their brand—not your agency's

When clients log into the portal, do they see your agency name prominently—or do they see 'Powered by Applied' or CSR24 branding?(Required)

We don't know / We've never actually looked at what clients see when they log in	Clients see CSR24 or Applied branding first, our name second	Applied's branding is more prominent than ours	Our name is there, but so is 'Powered by Applied' or CSR24 branding	Our agency name is prominent – clients clearly know it's our portal

Your agency name is prominent—that's rare. Walk me through what clients see when they log in, because most agencies have Applied's branding competing for attention throughout the experience.(Required)

So your name is there, but so is 'Powered by Applied'? That means every time a client logs in, Applied is inserting themselves into your relationship. Every login reminds clients that you're using someone else's technology. Because every time they see 'Powered by Applied,' that's Applied building a relationship with your client—not you(Required)

Applied's branding is more prominent than yours? So clients are forming stronger associations with Applied than with your agency. Every login builds Applied's brand equity instead of yours. How much client loyalty are you losing because Applied is the face of your portal?(Required)

Clients see CSR24 or Applied branding first? That's brutal—you're letting Applied be the dominant brand presence in your own client portal. Every time they log in, they're reminded that you're just the middleman. Because every time they see 'Powered by Applied,' that's Applied building a relationship with your client—not you.(Required)

You've never looked at what clients see? Pull it up right now—what branding dominates that login screen? Because if it's Applied's, then every client interaction is building their brand instead of yours. Every 'Powered by Applied' badge is a reminder that you don't own this relationship.(Required)

Category 6: Branding & White-Label Control

If your client portal has Applied's branding all over it instead of yours, you're building their brand—not your agency's

Can you customize the client-facing emails that CSR24 sends, or do they go out with generic templates?(Required)

We don't know / We've never looked at what emails clients actually receive	No – emails go out with CSR24's default templates and messaging	Minimal – we can add our logo but the copy is mostly generic	Partially – we can edit some emails but many are locked templates	Yes – we have full control over email templates, copy, and branding

Full control over email templates—that's rare for CSR24. Walk me through what you've customized, because most agencies are stuck with generic templates they can't fully edit.(Required)

So you can edit some emails but not all? That means your client communication is inconsistent—some emails sound like you, others sound robotic and generic. How does that affect your brand perception? Because every email is either reinforcing your brand or making you look like every other agency using the same system.(Required)

So you can add your logo but the copy is generic? That means every notification, every password reset, every document alert sounds exactly like every other Applied agency. How does that help you build a unique brand voice or stand out in your market?(Required)

Emails go out with default templates? So your clients are receiving communication that doesn't sound like you at all. Every email is a missed opportunity to build your brand, create connection, and differentiate yourself. Because every email is either reinforcing your brand or making you look like every other agency using the same system.(Required)

You've never looked at what clients receive? Pull up a CSR24 email notification right now—does it sound like your agency's voice, or does it sound like a generic robot? Because if it's generic, you're losing dozens of brand touchpoints every month without even knowing it(Required)

Category 7: Cost & ROI Reality Check.

If you're paying per user and most of your clients aren't even logging in, you're literally paying for a feature nobody's using.

How much are you actually paying for CSR24 per month or per year?(Required)

Over $1,000/month – or we're not sure of the exact cost	$500-$1,000/month – it's one of our bigger tech costs	$300-$500/month – it's a significant expense	$500-$1,000/month – it's one of our bigger tech costs	Less than $100/month – it's very affordable

Less than $100/month—that's surprisingly affordable. Walk me through your pricing structure, because most agencies pay significantly more. And can you point to specific revenue or time savings that justify even that cost?(Required)

$100-$300/month—and how many clients are actually using it? If only 25% of your clients log in, you're effectively paying $4-$12 per active user per month. Can you point to specific revenue or time savings that justify that cost(Required)

$300-$500/month—that's $3,600 to $6,000 per year. That's a significant investment. Can you point to specific revenue increases, time savings, or client retention improvements that justify that expense? Or are you paying because you feel like you should have a portal?(Required)

$500-$1,000/month—that's $6,000 to $12,000 annually, one of your biggest tech expenses. Walk me through the return on that investment. Can you point to specific revenue CSR24 has generated or time it's saved your team? Because if you can't, that's a massive expense with no measurable ROI.(Required)

Over $1,000/month or you're not sure of the cost? If you don't even know what you're paying, that's a red flag. Either it's buried in a larger contract, or you've been avoiding the number because it's painful. Can you point to any specific revenue or time savings that justify whatever you're spending? Because right now, you're flying blind financially(Required)

Category 7: Cost & ROI Reality Check.

If you're paying per user and most of your clients aren't even logging in, you're literally paying for a feature nobody's using.

Are you paying per user, per agency, or a flat fee—and do you pay for users who never log in?(Required)

We don't know / It's bundled into our Applied contract and we can't separate it	Tiered pricing – cost increases as we add more users	Per agency – one price covers our entire book of business	Per user – we pay for each client or employee who has access	Flat fee – we pay the same regardless of how many users we have

Flat fee regardless of users—that's actually better than per-user pricing if adoption is low. But even with flat pricing, can you justify the cost based on actual value delivered? Because if most clients aren't using it, you're still paying for something that's not working.(Required)

Per-user pricing—so you're paying for every client who has access, whether they use it or not? If only 25% of your clients actually log in, you're literally paying 4x what you should be. How much money are you wasting every month on inactive licenses?(Required)

Per agency pricing—one price for everyone. That's better than per-user if adoption is low. But what is that price, and can you justify it based on results? Because even flat pricing is wasted money if the portal's not delivering value.(Required)

Tiered pricing that increases with users—so the more clients you add, the more you pay, even if they never log in? That means growth is punishing you financially. If you're paying per user and only 25% actually use it, you're literally paying 4x what you should be(Required)

You don't know how you're charged? It's bundled and you can't separate it? That means you have no idea if you're overpaying. And if you're on per-user pricing with low adoption, you could be paying 4x what you should be and you wouldn't even know it.(Required)

Category 7: Cost & ROI Reality Check.

If you're paying per user and most of your clients aren't even logging in, you're literally paying for a feature nobody's using.

How long are you locked into your CSR24 contract, and what happens if you want to leave?(Required)

We don't know / It's bundled into our Applied contract and we're not sure of the terms	Multi-year contract – we're stuck for 2+ years	1-year contract – we're locked in until it renews	Month-to-month – we can leave with 30 days notice	No contract – we can cancel anytime with no penalty

No contract and you can cancel anytime? That's surprisingly flexible for Applied. Have you actually tested that, or confirmed it in writing? Because most agencies discover they're more locked in than they thought when they try to leave.(Required)

Month-to-month with 30 days notice—that's actually reasonable. So if you decided today that CSR24 isn't delivering value, you could be out in a month with no penalty? Have you confirmed that in your contract, or are you going off what you were told during the sales process?(Required)

1-year contract—so if you're halfway through and realize it's not working, you're stuck paying for six more months of something that's not delivering? That's six more months of wasted spend you can't recover. Because if you're locked in and can't leave without penalties, you're stuck paying for something that's not working—and that cost keeps piling up every month.(Required)

Multi-year contract—you're locked in for 2+ years? That's brutal. Even if adoption stays at 25%, even if Applied raises prices, even if better options come along, you're stuck. How much will you waste over the next two years on something that's not working? Because if you're locked in and can't leave without penalties, that cost keeps piling up every single month.(Required)

You don't know your contract terms? It's bundled and you're not sure? That means you could be locked in for years with penalties you don't even know about. You could have automatic renewals, price escalation, or early termination fees buried in the fine print. How can you make smart decisions when you don't even know what you've agreed to? Because if you're locked in and can't leave, you're stuck paying for something that's not working—and that cost keeps piling up.(Required)