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Customer record
Customer record

Guide to navigating the Customer Record: tabs, left panel details, managing contacts, assets, branches, and customisation.

Updated over 2 months ago

The Customer Record is the central location where all information related to a customer is stored and managed. From contact details and communication history to ongoing jobs and associated assets, this record gives users a comprehensive view of the customer’s interactions and services, enabling efficient and streamlined customer management. Once you’ve created a customer, you will be taken to their details page. While the appearance of this page may vary depending on the customer type, the overall structure and purpose remain the same. The customer record contains several tabs, with the default tab being All Works, which includes both Ongoing Works and History.

View Customer Record

➡️ Navigate to the customer.

Left Side Panel

The left side of the page contains various sections, replacing the old Property tab. The information displayed in each section can be customized, along with the order in which they appear, with the exception of Customer Details and Who’s Viewing, which are locked in place. To edit these fields, scroll to the bottom of the page and click Edit Views. Customisation is done at a user level, allowing each user to have a personalised view for all customer and work address types.

  • Mini-map: Displays the customer's address for quick reference.

  • Icons:

    • Customer Status Icon: Shows the current status of the customer (e.g., active, inactive).

    • Debt and Debt Age Icon: Displays any outstanding debt and its age, allowing easy tracking of overdue payments.

    • Account Credit Icon: Indicates if the customer has any account credit.

  • Customer Details: Contains the customer’s contact details and address.

    • Clicking the phone number will initiate a call through an integrated phone system (if set up), and clicking the email opens the email builder directly.

  • Service Reminders: Now located here after the reminder tab was removed.

  • Other Details: Always visible for quick access.

  • Technical References: Always visible and accessible for editing, making key details immediately available.

  • Contracts

  • What3words

  • Service Plan

This side panel is customisable at the user level, allowing users to change the order of blocks and choose which details to display. Any changes are saved automatically for each user.

Edit Customer Details

To edit customer details check out Managing Customers.

Customer Record Tabs

All Works

The Customer Record loads on the All Works tab by default, which contains two main sections:

  • Ongoing Works: Displays all current estimates and jobs for the property. View or add new works from this section.

    • Users can adjust the number of entries displayed, allowing up to 100 items on one page. This makes it easier to find jobs without having to navigate multiple pages.

  • History: Displays the entire history of works, including estimates, invoices, and jobs marked as aborted or free of charge. Scroll through or view detailed records as needed.

Communications

This tab provides a complete overview of communications with the customer, pulling data from multiple sources in Commusoft to ensure no information is missed.
Key features include:

  • Pinned Notes: Important notes are prominently displayed at the top of the page with a red "Important" label, ensuring they are always visible.

  • Add Records: Users can add records such as notes, emails, and calls, and use the star icon to pin important records for quick access from the toolbar.

  • Scheduled Activities: This feature has replaced the old service reminders and allows you to add and manage scheduled activities directly from this tab, such as follow-up calls or maintenance schedules.

Contacts

The Contacts tab stores the customer’s contact informations

  • Users can edit contact details and add additional contacts using the Add new contact button.

  • Clicking a contact’s phone number or email initiates a call or opens the email builder.

View Contacts

➡️ Navigate to Customer/work address record > Contacts tab

Adding a Contact

➡️ Contacts tab

  1. Click Add new contact

  2. Enter contact details

    • Title: Select from dropdown.

    • Name: Type customer first name.

    • Surname: Required field.

    • Office: Click field name to change phone number type

      • Click flag to change area code

      • Type phone number

      • Add phone number

  3. Set the customers Communication Preferences: When entering information in a field that relates to a communication preference, the preference is ticked automatically. Tick/untick the preferences as per the customer's request.

  4. Click Add contact to save the record.

If a customer is not receiving an automatic communication, check that the preference is selected for their contact.

SMS preference will not display if SMS is not enabled on your account.

Primary Contact

Set a clear point of communication with a primary contact for private customers. All documentation for this customer will be addressed to this contact, and this contact name will be displayed in the details side panel.

➡️ Contacts tab

  1. Go to the "Actions" column

  2. Click "Set as primary contact" next to the relevant contact.

  3. Type "primary" in the box

  4. Click "Save"

The primary contact is only available for Private customer type(s).

Editing a Contact

➡️ Contacts tab

  1. Locate the relevant contact

  2. Go to the Actions column

  3. Click "Edit"

  4. Make the required updates

  5. Click "Save"

Editing a contact will update all historical data.

Deleting a Contact

➡️ Contacts tab

  1. Locate the relevant contact

  2. Go to the Actions column

  3. Click "Delete"

  4. Type "Delete"

  5. Click "Delete"

Deleted customers cannot be restored.

Branches

Managing a large number of work addresses across multiple offices for company customers is crucial. Knowing which branch manages specific properties helps ensure that you are always dealing with the correct contact at the correct company location, especially when working with large estate agents.

Viewing Customer Branches

➡️ Customer record > Branches.

Adding a New Branch

➡️ Add new branch > Enter address information > Save branch.

Merging Branches

  1. Go to the Actions column

  2. Click Edit

  3. Click Advanced options

  4. Search for branch in ‘With’ field > Select from results

  5. Click "Merge"

  6. Type "merge"

  7. Click Confirm merge branch

Branches must belong to the same customer to be merged.

Editing a Branch

➡️ Actions > Edit > Amend information > Save

Deleting a Branch

➡️ Actions > Delete > Type ‘delete’ > Delete

Work Address

The Work Address tab lists all addresses where work is conducted for the customer. The left side of the page displays the owner of the work address, with the occupier below them.

  • This tab only pulls communication relevant to the specific work address, ensuring that emails or records related to the property owner are not mixed in.

  • Users can also add new estimates and jobs directly from this tab.

Assets/Appliances

The Assets/Appliances tab lists all appliances associated with the customer’s property. Adding an appliance to a customer or work address helps maintain accurate records of all appliances, providing staff access to necessary information. These appliance records also help pre-populate fields in certificates for efficient management. Appliances are identified by their Technical Reference, which can be edited at any time.

  • Before adding an appliance you need to complete some prerequisties, ensure you've set up, Appliance Groups, Fuel Types, Makes and Models and Locations.

  • You can customise the columns displayed to highlight the appliance details most relevant to their workflow.

  • You can filter the appliances by Appliance group, Fuel type and Location

Add an Appliance

➡️ Locate the customer or work address record

  1. Go to 'Appliances' tab.

    • Here, you'll find a list of any appliances already associated with the property.

  2. Click 'Add New Appliance'.

    • You'll be taken to a page to fill in the appliance details.

  3. Enter Appliance Information

    • Complete the form with all relevant details about the appliance.

    • Mandatory fields are marked with an asterisk (*), and must be filled out before proceeding.

  4. Click 'Add Appliance' once all necessary information has been entered to save it to the property.

Add an Asset

Once assets are set up, you can add them directly to a customer’s profile page.

➡️ Locate the customer or work address record

  1. Go to the Assets tab in the customer profile.

  2. View existing assets or click Add new asset.

  3. Select the asset group and configure the specifics.

  4. Add new makes and models if they are not already in the system.

Check this guide out for more information on Assets.

Files

Attaching files to customers facilitates the easy management of important documents. For example, you can attach signed PDF documents to a Customer’s dashboard. This is particularly useful for keeping track of essential documents such as contracts or agreements. Users can Add, View, Download, or Rename files directly without needing to delete and re-upload them. Navigate through files using the up/down arrows on your keyboard.

Viewing Property Files

➡️ Navigate to customer/work address record > Files

Uploading Files

➡️ Add new file

  1. Click to upload a file or drag and drop

  2. Select file from computer

  3. Open

Files must be saved to computer storage.

Multiple files can be uploaded at one time.

The maximum file size cannot exceed 32MB.

File name cannot exceed 75 characters.

Renaming Files

➡️ Actions > Rename > Amend file name > Save

Deleting Files

Individual File: Actions > Delete > Type delete > Delete

Multiple Files: Tick box for chosen files > Delete selected files > Type delete > Delete

Mass Delete: Tick box in column header > Delete selected files > Type delete > Delete

Deleting files is irreversible.

You can only mass delete one page at a time.

Downloading Files

Individual File: Actions > Download

Multiple Files: Tick box for chosen files > Download selected files

Mass Download: Tick box in column header > Download selected files

If downloading more than 5 files, they will be compressed in a .zip folder. Wait for the notification to trigger, then download.

You can only mass download one page at a time.

Quicklinks

➡️ Customer > Quicklinks

Add New Estimate

➡️ Customer > Add new estimate

Add New Job

➡️ Customer > Add new job

Add New Opportunity

➡️ Customer > Add new opportunity

Additional Features and Customization Options

  • Mini-map and icons: The left panel includes a mini-map showing the customer’s address, as well as icons representing the customer’s status, debt and debt age, and account credit.

  • User Customization: The side panel is customizable at a user level, allowing users to change the order of blocks and select which details are displayed. Changes are saved automatically.

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