Customers (CRM & 360)
Your full customer directory, and behind every name a Customer 360 — one screen pulling together everything you've ever done with that person.
📇 The directory
Search by name, email or phone. Each row shows quick badges — VIP, dormant, under review (a risk flag) — and clicking a name opens the 360.
🧭 Customer 360
The 360 view is tabbed so a long history never overwhelms you:
Every quote and order for this customer, newest first.
Invoices, payment ledger and balance — finance-capable roles only.
Deliveries, installations and service cases on one timeline.
Free-text notes (with visibility scopes) and freeform tags.
Logged touchpoints, each timestamped & attributed to who logged it.
Who referred this customer, and who they referred.
Lifetime value, repurchase signals and structured risk flags — senior roles only.
Files uploaded against the customer (contracts, IDs, photos).
Every action recorded against this record, with actor and timestamp.
💬 Interactions
Log every touchpoint so the next person picks up where you left off. Interaction types:
call visit email sms showroom visit meeting demo follow up other
🗒 Notes & visibility scopes
When you add a note you choose who can read it. Your role determines which scopes you can see — owners/admins see all; a salesperson sees internal / sales / customer, and so on.
| Scope | Use for |
|---|---|
| internal | General internal context (most roles). |
| sales / branch / support / finance / fulfillment | Team-specific context. |
| restricted | Sensitive — senior roles only. |
| customer | Visible to the customer (e.g. on the portal). |
⚠️ Risk flags
A controlled vocabulary so "difficult customer" means something specific and reportable:
overdue_payment frequent_refunds discount_dependency frequent_claims delivery_failures abusive_behavior cancellation_pattern manual_flag
Risk flags and financial figures are visible to admin, owner, manager, executive, support and finance only — front-line seats don't see them.
🛠 Common workflows
- Log an interaction — open the customer → Interactions → pick a type, add a note, save.
- Add a scoped note — Notes tab → choose visibility → write. Use restricted for sensitive context.
- Raise a risk flag — pick the flag type and a reason; senior roles see it on the badge and 360.
❓ FAQ
Why don't I see risk flags or financial figures?
Both are limited to senior roles (admin/owner/manager/executive/support/finance). If you're sales or a field role, they're hidden by design.
Can a customer see my notes?
Only notes with the customer scope. Everything else is internal and never shown to them.