Contact Management

Every customer interaction is tracked in the CRM contact management system. Here is how to manage customer records effectively.

Customer Record

Each customer record contains:

Personal Information

• Full name, email, phone number
• Service addresses (one or more)
• Preferred contact method
• Account creation date
• Customer since date (may differ from account creation if migrated)

Service History

• All bookings (past, upcoming, cancelled)
• Services used (which industries, products, extras)
• Spending history (total, average per booking, average per month)
• Subscription status

Communication Log

Every interaction is logged:

• Emails — Sent and received, with full content
• SMS — Text messages sent through the system
• Phone calls — Duration, notes, and outcome logged by VAs or dispatchers
• Portal activity — Actions taken in the customer portal
• System notifications — Automated messages sent to the customer

Notes

Free-form notes attached to the customer record. Notes are timestamped and attributed to the team member who wrote them. Use notes for:

• Special customer preferences
• Access instructions that change seasonally
• Internal context about the relationship

Customer Segments

Organize customers into segments for targeted communication:

Segment	Criteria	Use Case
VIP	High lifetime value or frequency	Priority scheduling, personal outreach
At Risk	No booking in 45+ days, active subscription paused	Reactivation campaigns
New	Account created in last 30 days	Onboarding sequences, follow-up checks
Recurring	Active subscription	Subscription management, loyalty offers
One-Time	Booked once, no subscription	Conversion to recurring campaigns

Segments update automatically based on customer behavior.

Merge Duplicates

If a customer has multiple records (e.g., signed up with different emails):

1. Search for the customer in CRM
2. Identify duplicate records
3. Click Merge on one record and select the other
4. Choose which data to keep for each field
5. Confirm the merge

Merged records combine all booking history, communication logs, and invoices into a single unified record. The duplicate ID redirects to the merged record.

Customer Timeline

The timeline view shows a chronological feed of all customer activity:

• Bookings created, completed, and cancelled
• Invoices generated and payments received
• Communications sent and received
• Notes added
• Profile changes
• Subscription events (created, paused, cancelled)

Filter the timeline by activity type to focus on specific interactions.