Customers

Records, then Customers. Setting customers up is covered in the installation guide. This page is about using them.

The record as a phone-call screen

When a customer rings, open their record. Everything you need is on one page:

Panel	Answers
Lifetime value, orders, open	How important they are and what is in flight
Health score	Whether the relationship is healthy, with a label such as Champion
Activity timeline	What has happened and when
Pricing and terms	What rate they are on and what terms they have
Contacts	Who you are talking to
Designs library	What artwork you already hold for them
Open tasks	Anything of theirs waiting on you

The health score

A 0 to 100 score based on order recency and frequency, with a label. Use it two ways:

• Champions are worth protecting. They are the accounts to ring when you have spare press capacity.
• A falling score on a formerly good account is the signal to make a call before they have quietly gone elsewhere.

Two actions you will use constantly

• + New quote starts a quote pinned to this customer, with their price list already applied.
• Export activity (CSV) pulls their whole history out. This is what you send when a customer asks what they have bought from you this year.

Designs on file

The designs library on the record is what makes reorders trivial: the same kit, the same artwork, no new proof, no new approval. Point a customer at their portal and they can do it themselves.

Editing

Price list, payment terms, carrier, integration IDs and internal notes. Two notes:

• Changing a price list changes what they are quoted next time. It does not reprice existing quotes or orders, which is deliberate.
• Internal notes are never shown to the customer. Use them for the things staff need to know and the customer does not.