Progress tracking

The Installation Progress view inside the customer portal is a timeline of where the project is, the way a parcel-tracking page shows where a delivery is. You decide which of your installation statuses the customer sees, what each one is called in plain language, and what description sits alongside it. As the project reaches each visible status on your board, the matching step lights up in the portal: completed steps are checked off, and the next one shows as pending.

This page covers how you configure that tracker and what the customer sees. It is one part of the customer portal; the broader portal setup (files, appointments, the share link) lives on the Customer portal page in this same Settings section.

Who this is for

Admins configuring which statuses are visible and how they are named, under Settings.
Account managers who run the installation and want the customer to follow along.
The end customer is the audience for the timeline itself, but they do not configure anything.

Before you start

The customer portal is activated for the project you want the customer to follow. Until the portal is active and statuses are configured, the Installation Progress view does not appear for the customer.
Your installation statuses (the columns of your installation board) are set up the way you run projects. The progress tracker reads off those statuses.

Configure which steps the customer sees

Open Settings > Customer Communication > Progress tracking.
You see the installation-area statuses from your board. Mark the statuses that should be visible to the customer. Anything left unmarked stays internal.
Optionally give a visible status a customer-friendly name. An internal label like DC installation can read Installation step 2 for the customer.
Optionally add a short description for each visible step. It shows alongside the step in the portal, so the customer understands what is happening.
Save.

You control the whole timeline: which steps appear, what they are called, and what they say. Reonic shows the customer the statuses you chose, in the order they sit on your board.

What the customer sees

The customer opens the Installation Progress view in their portal.
They see a vertical timeline of the steps you made visible. Each step shows its name, a status (Not Yet Started, In Preparation, In Progress, or Done), the dates you have recorded, and your short description.
A completion percentage at the top tells them roughly how far along the project is.
They scroll to see all the steps in order.

When the project reaches or passes a visible status on your board, that step updates on the portal automatically. Completed steps get a check, the current step stands out, and later steps wait as pending.

How the timeline advances

The timeline reflects what you record. You move the project through your installation statuses, and the portal mirrors that. A step that reads In Progress for a few days is showing the real state.

The customer sees the current state each time they open the portal.

Two regulated German processes have their own dedicated timelines in the portal, separate from the general Installation Progress view:

Grid Registration (Netzanmeldung). For German projects, a separate tab tracks the grid-operator registration. If the project has both PV and a heat pump, the customer picks which one to view from a dropdown, and the two are tracked separately. You record the steps.
KfW Förderung (subsidy). For German heat-pump projects with a subsidy application open, a dedicated tab tracks the KfW paperwork from the initial application through to payout. This tab also gives the customer a chat surface to message your subsidy manager.

Both tabs appear only for the relevant German projects and only once you have set up tracking on your side.

Things to know

You drive the timeline. Each status is marked done when you move the project to it. The customer sees exactly the statuses you made visible.
Steps vary by company. Each company designs its own timeline, so two projects run by two different installers look different. One might show ten steps, another four.
The portal shows the current state on open. Each step reflects where the project stands when the customer opens the portal.
FAQs render inside this view. Question-and-answer pairs you author for a status appear automatically below that step in the Installation Progress view. You configure them on the FAQ page in this same Settings section, not here.
Configure a timeline per project as it fits. Some companies set one up on every project, others skip it for small jobs. With no visible statuses configured, the Installation Progress view does not appear.

Need help?

Step-by-step questions about this flow. Contact Reonic support.
Feature requests or something missing. Send a note to Reonic support.
Bug reports. Describe what you saw and the steps that led to it in your support email.

Last updated on August 4, 2026

Progress tracking

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