Define the experience you are selling
Start with the surfaces a client actually sees: invitation email, login address, password reset, dashboard, scheduled report and support message. Decide which must use your agency identity and which may identify the software supplier. A logo setting alone does not answer those questions.
Make this a requirement sheet with three columns: essential at launch, useful later and unnecessary. If clients only receive monthly reports, a fully branded portal may add little value. If the portal is part of your retainer, check it before discussing cosmetic changes.
Audit branding one surface at a time
| Surface | What to request | Pass condition |
|---|---|---|
| Domain and login | A live client invitation | The agreed domain and identity appear throughout |
| Emails | Invitation, reset and report samples | Sender, reply-to and footer match the agreement |
| Reports | Scheduled delivery and an export | Branding survives delivery and download |
| Support | An escalation example | The client knows whom to contact |
Ask whether these capabilities are included, an add-on or dependent on a partner contract. Record the answer next to the exact plan name. Keep a copy of the configuration or proposal rather than relying on a sales description.
Test access with two separate clients
Create Client A and Client B with different contacts. Invite a client viewer to A, then test dashboard navigation, report links, exported files and notification emails. The viewer should see only the material the role permits. Also test an operator assigned to one client rather than every account.
Use sample information for this exercise. Write down the role, attempted action and observed result. If the product cannot demonstrate a critical boundary, leave that requirement open until the supplier provides a satisfactory answer.
Separate branding from reseller rights
Permission to customize an interface is different from the commercial right to resell access. Ask who contracts with the end client, who bills them, who handles cancellation and what happens if the agency changes its plan. Clarify whether client accounts can be transferred independently.
Your quote should identify platform fees, client or location charges, messaging, setup, support and any branding add-on. These costs belong in the same model as the labor required to deliver the service.
Use a practical acceptance brief
A useful brief reads: “Show a new client receiving an agency-branded invitation, accessing only their locations and receiving a scheduled report. Then remove that client user and export the agreed history.” Attach the expected surfaces and role boundaries to the brief.
Approve the product when both the client experience and the commercial arrangement match your offer. A polished portal cannot compensate for missing access controls or unclear exit terms.
Run a white-label acceptance test
Use one client invitation and follow every link as that client. Test the password reset, return visit and scheduled report as well as the first login. Ask the supplier to identify the exact package for every surface in the worksheet.
Acceptance criteria. Accept the branding brief when each essential surface has a demonstrated result, an identified plan and a named owner. Keep commercial resale permission as a separate signed requirement. If an essential surface remains open, record the workaround and its cost before approval.
Turn these requirements into a shortlist with our guide to the best reputation management software for agencies. Compare each product against the workflow your agency will actually deliver.
Common questions
Can an agency sell review management without a branded portal?
Yes. A managed service can be delivered through agreed reports and agency communication. Choose a portal when clients need self-service, rather than making it a default requirement.
What should I ask when a vendor says it is fully white-label?
Request the exact plan and demonstrate domain, emails, dashboards, reports and support. Ask separately about reseller rights and client account transfer.
Our agency needs a branded login and reports for 20 clients. How do we check whether the quoted plan covers both?
Attach the surface checklist to the quote and ask for a demonstration of each item on the proposed plan. Separate dashboard branding, report branding, domains and client allowances; client count alone does not establish inclusion.
Continue your fieldwork
This guide provides an operational planning framework. Product capabilities and commercial terms are documented in the linked comparison; validate your own requirements in a pilot.