Customers and CRM
Your customers, leads and jobs in one place.
Who can open it: owner, admin, manager, rep, estimator, production, office.
Where things are
The Customers pages (the main CRM)
Pick Customers in the list on the left, or open /board. It opens the Customers page, and the rest of the CRM is in the list down the left side: Overview, Calendar, Customers, Tasks, Leads, Customer list, Properties, Projects, Bids, Appointments, Drawings and Reports. Customers is the page the rail entry opens, so it has the same name; Customer list is the table of people and companies you work for, with name, email, phone and billing address.
Customers has one step for each stage a customer goes through, with what to do next written under it: New lead (call them, then turn it into a customer), New project (book the first appointment), Appointment booked, Appointment done (write the bid), Bid in progress, Bid ready (send the bid), Bid sent, Bid accepted (schedule the install), Bid declined, Install scheduled, Install done (send the warranty), Warranty sent and Recently closed. Select a step to see the customers in it. On a phone the steps sit in one row: swipe sideways to see them all.
Add a lead. Select New lead. The form asks for an operating branch (a new workspace has none yet, so type the name of the one your team uses), the person's name, business name, email and phone, an optional verified service address, the project type, a priority, who it is assigned to, a marketing source, where the lead came from (the origin), and notes. The branch, the priority and the origin are marked as required.
To add the address, type the street, then the city and state or ZIP, for example 1420 Dauphin St, Mobile, AL 36604. Pick the suggestion that says "verified by the US Census".
Turn a lead into a job. Open the lead by selecting its name, then select Convert to customer & project. The form asks for the customer's name, the verified service address (pick it from the list again), the operating branch, a project name, the project type, a salesperson (choose someone from your team) and a priority. Select Convert lead. The new project shows under Projects, and in the job list of Field Capture photos.
Customers (the short list)
A plain list. Type a customer's name, select Add customer, and the name joins the list. It keeps the name only. Open it from the Customers link on your Account page.
The other Customers pages
The Customers page above is where a customer moves from a new lead to a finished job. These are the other pages, as they work in a new free workspace.
Calendar. Appointments on a time grid: week by default, with day and month views, and a box to map them. New appointment asks for the operating branch, the project, the kind (sales, installation, service or other), who it is for, a start and an end, an optional note, and an all-day box. The appointment shows on the grid at the time you saved. Saving an appointment does not message the customer: the box says "Appointment email delivery is not enabled."
Tasks. New task asks for the operating branch, a title, the kind (to do, call, email, text or visit), who it is assigned to, a priority, what it is about (nothing, a lead, a customer, a property or a project), a due time, a reminder and notes. Reminders are saved but not sent: the form says "Reminder preferences are saved; scheduled delivery is not enabled for this company."
Bids. Open a project and select Add Bid, or use New bid on the Bids page. Give the bid a name, pick the project, and add a line: choose a service such as Roofing, a unit such as roofing squares, describe the work, and type the quantity and your unit price. Prices are never filled in for you. Select Calculate pricing and then Save draft. For 28 roofing squares at $450.00 the bid showed $12,600.00. The steps after that:
- Set a payment plan in the bid builder. Without one, Submit for approval refuses and says "Configure payment terms before submitting or issuing a bid."
- Submit for approval, then Finalize bid. A finalized bid says "Print the finalized proposal and record when you share it with the customer."
- Select Print / save PDF in the bid builder (it opens your browser's print window, where you can also save a PDF), hand or send the proposal yourself, then select Record external sharing and enter who you gave it to and when. The workspace does not email bids ("Bid delivery is not connected. Finalizing a document does not send it.") and it says plainly that the record is your report, not proof of delivery.
- When the customer answers, select Record customer acceptance or Record customer decline. After acceptance the next step is "Schedule installation from the linked project", and the project moves along the steps on the Customers page.
Drawings. New drawing opens a drawing board with shapes, lines, text and images, a page guide (Letter, Legal, Tabloid, A4, A3) and a Calibrate selected line box where you type a known length. Give it a name and a branch, optionally pick a project, and select Save drawing. Edits are also kept on your own device until you save, and the drawing opens again from the Drawings list. The board says that measurements use your calibration and do not verify field dimensions. Offline drawings at the bottom of the left-hand list lets a trusted device keep drawings for use without a connection.
Reports. Fifteen reports, from Open Bids Per Salesman to Sales Report by Product, each with its own filters (person, project type, marketing source) and a Run report button. Each one has Export CSV and Print report. Sales are counted from accepted bids, not from money collected, and anything that was never entered, such as marketing costs, shows as "Unavailable" rather than zero.
Financing. Not part of the free version. There is no Financing page in the list, because financing needs a lender account connection that this version cannot set up.
The older board
The older board is at /board?classic=1. Nothing in the app links to it, so you open it by typing that address. It has one column for each of: New Leads, Qualified, Scheduled, Sold, In Production, Completed, Lost. A job you turned into a project on the Customers pages shows in a column here too.
On the older board, Record lead asks for:
| Box | Notes |
|---|---|
| Name | Required |
| Email, Phone | Optional |
| Source | Web form, phone, voice agent, missed call textback, canvass, storm scan, referral, partner bridge or scraped |
| Sales stage | New, qualified or scheduled |
| Path hint | Insurance or retail, or leave unknown |
| Address | Optional for a lead |
After you select Record lead you land on the Customers pages, and the new lead is on the Leads page.
On the older board, Create job asks for the customer name, an email (optional), the path (retail quote or insurance estimate), your market, and a property address. Type the street, city and state or ZIP, and pick the suggestion that says "verified by the US Census", as on the Customers pages. Select Create job: you land on the customer's page with "Job ... created".
A customer's page
On the older board, select a customer. You see their jobs, leads, documents and an activity timeline. You can add an internal note, save a message on the customer's thread (it is for your team only, the customer is not shown it), move a job to its next stage, and propose a change to its contract value. Some changes wait for a manager's approval. They show under "Pending approvals".
Limits
The free version allows 1,000 customer records and 100 open jobs at a time. At the customer limit, the Customers page refuses a new name with a message. See Questions people ask.
Customer portal
Customers have a sign-in page of their own for your workspace. It asks for the email address on file and says it will send a one-time sign-in link. Giving a customer access is meant to be done from the customer's page on the Customers pages, with a Customer portal button. In a new workspace that button is not offered, so you cannot give a customer access yet. Do not promise customers a portal.