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Customer record: Add & manage a customer

How to add a new customer, edit customer details, set dormant status, change customer type, merge, deactivate and reactivate a customer.

Add a customer

➡️ Customers Tab > Select the desired customer type from the left side of the page.

  1. Customer Details:

    • Type property and customer details into the relevant fields.

    • Ensure Address Line 1 and Postcode are completed accurately, as they are required for the scheduling engines to function properly.

  2. How did you hear from us?

  3. Communication rules

    • Tick/untick communication preferences as required.

    • SMS communication preference will not show if the SMS module is inactive.

  4. Price books

    • Begin typing the name of the desired price book

    • Select from search results.

  5. Custom fields

  6. Click Add Customer to save the record.

Communications can be sent manually if the communication preference is not ticked.

View Customer Record

➡️ Navigate to the customer.

Managing the Customer Details

Accurate customer details are crucial for task completion, directing users to correct properties, and maintaining accurate historical records. If any errors are identified or updates are necessary, such as new contact information, customer details should be promptly edited to ensure accuracy.

➡️ Navigate to Customer record > Edit > Amend as required > Save

Edits affect all historical records.

Edit

  • Amend Customer Details: Surname is required.

  • Amend Property Address: Address Line 1 is required.

  • Status: Set to Active/Dormant as appropriate.

Dormant Status

Setting the status to Dormant disables automated communications, such as service reminders.

  • Changing the status to Dormant marks all work addresses as dormant.

  • Dormant properties won't receive automatic service reminders and are excluded from the 'View all service reminders' list.

  • Invoices can still be issued for open jobs.

Other details

  • Building Type: Select from the dropdown.

  • Advertising Source: Start typing and select from the results.

  • Price books: Start typing and select from the results.

  • Creditor Days: Select from the dropdown.

  • Vacant Property: Choose from the dropdown.

  • After-Sales Communication: Enable or disable by ticking/unticking.

  • Third-Party Reference: Update this to link with the accounting package as needed.

Advanced Options

You can change the customer type for a property. This can be used if you added the property under the incorrect customer type. This should only be used when a mistake has been made. Once you have made this change, it is permanent and cannot be undone.

Change Customer Type

➡️ Change Customer Type

  1. Select New Customer Type from Dropdown

  2. Enter Required Information

  3. Click Save

Merge Customer

➡️ Merge Customer

Check out this guide: Merge Customers

Deactivate a Customer

➡️ Navigate to the Property record

  1. Communications

  2. Add Record

  3. Add New Note

  4. Complete Note Details

    • Include the reason the customer will no longer be worked with.

  5. Mark as Important & Do Not Work With Again

    • Toggle both boxes.

  6. Save the Note

    • Pins the note to the property dashboard.

  7. Edit Property

  8. Status

  9. Dormant

  10. Save

Setting a customer to Dormant also sets all linked work addresses to dormant.

Reactivate a Customer

  1. Navigate to Property Dashboard > Click the pinned 'Important' note.

  2. Edit: Untoggle both Do Not Work With Again and Important.

  3. Save Changes

  4. Edit Property > Status > Active > Save

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