The customer record is where everything about a customer lives. Contact details, the work you have done for them, their properties, assets and files all sit on one page. So does every action you can take on that customer, from raising an invoice to sending a statement. It is the one page you open to answer almost any customer question.
How the customer record is put together
The record has three surfaces, and knowing which one you need saves a lot of hunting. The left side panel describes who the customer is. The tabs across the top hold the work you have done for them. The Quick links menu runs actions against them.
The left side panel is built from blocks:
Mini-map â a map of the customer's address, with a badge showing whether the customer is active
Debt and account credit â where a customer has outstanding debt, an icon shows it and how old it is; where they hold account credit, an icon shows that too
Customer Details â contact details and address. Click the phone number to start a call through an integrated phone system, or the email address to open the email builder
Service Reminders â the reminders running against this customer
Other Details â account no, customer type, advertising, building type, price books, credit days, vacant, after sales communication, third party reference, SLA and created by. Which of these appear varies from one customer to another
Technical References â property details worth keeping to hand
Edit views â reorders the blocks and sets which details each one shows
You choose which blocks show and in what order, apart from Customer Details and Who's Viewing, which are locked in place. Scroll to the bottom of the page and click Edit views to change them. Customization happens at user level, and changes save automatically for each user.
Note: Two more blocks can appear on the panel. Contracts shows the contracts held against this customer. Service Plan shows a service plan assigned to them â service plans are a legacy feature that Contracts superseded, so set new agreements up as contracts.
Available on: Contracts requires Customer Journey or Automation in the UK. In the US it is on all current plans.
What's on the customer record
Part of the record | What it holds |
All works tab | Ongoing works and the full property history. You can add new works from here without leaving the tab. |
Communications tab | Pinned notes, added records and scheduled activities â the running conversation with this customer. |
Contacts tab | The people at this customer, their contact details and communication preferences, and which one is the primary contact. |
Branches tab | The office locations a company customer works out of, so you can see which branch manages which properties. Shown on customer types that allow branches. |
Work Address tab | The properties where work is carried out, their own history and details, and landlord setup. |
Assets tab | The appliances and assets installed at the customer's properties. |
Files tab | Files attached to the customer record. |
Quick links | Actions you run against the customer, grouped into Work addresses, Invoices, Payments, Statements, Service Reminders, Contracts and Admin tools. |
Which tabs and Quick links groups appear depends on the customer type and on what is enabled for your account, so your record may not look exactly like this.
Where to go next
We have broken the customer articles down by topic.
Managing the customer
The tabs
Quick links
Settings that feed the record
Related
Common questions
Where do I add a new customer?
Where do I add a new customer?
You add a new customer from the Customers tab, choosing the customer type first. Add & manage a customer covers the full form, plus editing, dormant status, merging, changing a customer's type, and deactivating or reactivating.
Why don't the field names on the customer record match the names in Settings?
Why don't the field names on the customer record match the names in Settings?
Three fields under Other Details use different wording on the record and in Settings. Credit days on the record is Creditor days in Settings, Advertising is Advertising sources, and After sales communication is After sales care defaults.
What is the difference between a branch and a work address?
What is the difference between a branch and a work address?
A branch and a work address are different things. A branch is an office location belonging to a company customer, and a work address is a property where work is carried out. Branches appear on customer types set to allow them.
Why does one customer's record show different tabs and blocks from another's?
Why does one customer's record show different tabs and blocks from another's?
A customer's record shows different tabs and blocks from another's for two reasons, and they are not the same reason. The customer type decides whether branches are available and what work addresses are called â you set those up in Customer types. The left side panel is separate: each user picks their own blocks and order through Edit views.