Customers

1. 1Go to Customers and click New Customer.
2. 2Choose the Customer Type (Residential, Commercial, Property Management, Contractor, Government or Non-Profit) and a Status (Active, Prospect or Inactive).
3. 3Enter a Business Name, or the customer’s First Name and Last Name.
4. 4Under Billing, enter the billing contact’s name, email and phone.
5. 5To let the customer charge orders to their account, check Allow account billing (tab) and set a Credit Limit and Payment Terms.
6. 6Click Create Customer.

Type a name or customer number into the search box on Customers, and use the status filter to show only active, prospect, inactive or other customers.

1. 1Open the customer and click Edit.
2. 2Update the account details, Billing Contact, Billing Address or Credit & Terms.
3. 3Click Save Changes.

1. 1Open the customer and click + on the Contacts card.
2. 2Enter the contact’s name, Contact Type (Owner, Property Manager, Tenant, Billing and so on), job title, email, phone and mobile.
3. 3Check Primary contact if this person should be listed first and used by default for communications.
4. 4Click Add Contact.

On the Contacts card, click the pencil beside a contact, change their details and click Save Changes. Use the trash button to delete a contact.

Contacts with an email address show their portal status: Portal: Not invited or Portal: Activated.

1. 1Open the customer and find the contact on the Contacts card.
2. 2Click Invite to Portal. The contact gets an email to set up their portal login.
3. 3If they lost the email, click Resend Invite.

1. 1Open the customer and click + on the Service Locations card.
2. 2Enter a Site Name (such as Main Residence), pick a Site Type and enter the street address.
3. 3Add Access Instructions like gate codes or lockboxes, and choose a Site Contact if someone other than the account contact meets the technician.
4. 4Click Add Location.

Open the location from the customer’s Service Locations card and click Edit. You can also add Service Notes for technicians here.

1. 1Open the customer’s service location and click Add (or Add first appliance).
2. 2Choose From a Sales Order or Invoice to link a unit this customer bought from you, or Manual Entry to type the details.
3. 3For manual entry, use Fill from Catalog to copy brand and model from your catalog, then add the serial number, fuel type, install date and notes.
4. 4Save the appliance.

Use this when a home is sold and the appliance stays with the new owner.

1. 1Open the appliance and click Transfer Ownership.
2. 2Pick the New owner and their service location, or choose the same address as the current location.
3. 3Set the Transfer date, add notes if you like, and confirm.

Keep a photo of the appliance’s rating plate on file, so the model, serial and specs are at hand on every future visit.

1. 1Open the customer, then the service location, then the appliance.
2. 2Under Rating Plate, click Upload (or Add photo if there’s already one) and pick the photo.

1. 1Search Customers so that the duplicates appear together in the results.
2. 2Tick two or more customers and click Merge selected.
3. 3Choose which customer to keep. The others are merged into it and removed.

1. 1Open the customer and click Merge duplicates on the Contacts or Service Locations card.
2. 2Tick the entries that are the same, click Merge selected and choose which one to keep.

The bottom of a customer’s page lists their Recent Invoices, Recent Work Orders, Service Requests, Tasks and Interactions. Click View all to open the full filtered list, or + to create a new one for this customer.