The Customer Account within Service Fusion can be a little overwhelming at first as there is a lot of information and categorizations to be found here. Everything customer related within Service Fusion will be built from this section. Please make sure that you save each tab before switching to a new one to preserve the information you have put in to the customer account.
If you are looking for specific information, please jump ahead to the appropriate section!
(NEW) Account Info Tab
When you first select to view a customer, the system will land on the Account Info tab by default. This is where you will find the information for Service Agreements, Contact info, and miscellaneous other sections towards the bottom of the page.
Notice you have the ability to create an estimate/job directly from the customer account. This will populate the customer's name, primary contact info, and primary address within a job or estimate.
At the top of the Account Info tab there are fields for naming the customer account and Adding a Parent Account to this customer. The Service Fusion system will automatically select an Account Number when the customer is created, however, you are able to change it if you would like. Next to those fields are three toggle switches that will affect how the system will treat this customer.
The VIP Account toggle doesn't have much functionality other than adding a VIP star next to the customer name within the Field Worker App when set to Yes.
The Service Agreement toggle will give the customer the "Member Rate" by default when products and services are added to their jobs when marked as Yes, as long as the Service Agreement is active.
The last toggle is the Active toggle. This will mark the specific customer as either Active or Inactive. An Active customer has all the functionality one would expect, but an Inactive Customer will not be able to be added to jobs from any of the Create a Job functions, and will not show up in Global Searches.
The Notes section to the right of the page is static across all tabs within the customer account. No matter what tab you are looking at, this note section will always be visible and usable.
The next section in the main body of the customer account is for Service Agreements. Here is where you can keep track of an agreement that you have made with a customer with the Effective Date and the Expiration date. The amount refers to the amount and frequency your customer is paying for the special rate from your company. This will appear on any job that is created for the customer. The Service Agreement section of a job will not appear if the customer does not have a Service Agreement listed on their account.
The customer's contact information will be found on this tab as well. Only one Primary Contact will exist within the account, however, you can list as many Alternate Contacts as you need. Each contact has their own communication settings, and you can read about communication preferences here and here.
NEW The ability to search for specific contacts as well as list a certain number at a time has been added to the Customer Account. This is incredibly helpful for those accounts that have many different contacts applied. Instead of sifting through a slew of contacts for one in particular, you can search via the search bar by the Contact First and/or Last Name! Determining how many contacts will show at a time with the drop down option will also become helpful if you have upwards of 10 contacts to help keep the system from having to load in every single contact every time the Customer Account is visited. This will help keep Service Fusion from slowing down due to loading times!
Below contacts is the section for Default Document Templates. If you have the Custom Documents add-on then you will be given the ability to assign specific documents to each customer. For example, if you have a PDF estimate/job/invoice for a specific company then you can assign it here on the customer profile instead of selecting it when choosing to email your estimate/job/invoice.
The last section on the Account Info tab of the customer account is for Additional Information. There is a section for Internal/Private Notes which will only show on this page in the back office of Service Fusion, and a section for Public/Work Order Notes which are visible on the customer account within the Worker App.
The rest of the sections are for personalizing each customer account if you wish to do so. You can add Customer Tags to help label customers with related information. This can even be used to search in the Customer Dashboard! Example:
You are able to set the referral source and specific industry. Customer Custom Fields will appear below the Industry drop down. Moving further to the right you will have the options to assign a specific Service Contract to the customer, mark them as taxable with the tax rate, mark the default currency, record a business/tax ID number and assign a rep specifically to the customer to receive a percentage or fixed commission rate. Note, this rate field is reference only and does not impact the commission reports, however, the rep's name will automatically populate on jobs/estimates created for the customer. To set a commission rate, please review the article here.
At the bottom of the page you will be given the option to Merge Customers, or delete customers. Merging customers is an irreversible action so please use caution when combining customer accounts! Customers can only be deleted if they have no historical data, i.e. no estimates, jobs, invoices, or payments. If you have a customer with estimates, jobs, invoices, or payments, you'll need to make them inactive instead.
Financial Data Tab
This tab is where you have the option to store all monetary data for your customer. You will notice that the top fields from the previous tab exist in this tab as well: Customer Name, Parent Account, Account Number, VIP Toggle and the Active Toggle. These will remain static across all tabs within the customer account.
The first section for this tab is the Account Payment Terms. This will determine the information found on the 'Payment' tab on a job for this specific customer. You can determine the Default Payment Method, Payment Terms, if you would like a discount applied to jobs with this customer as well as track a current credit rating. You also have the ability to specify how you would like the labor to be charged per customer: flat rate per service call, or hourly labor.
The last section of this tab is for stored Credit Cards. You can add as many as you need by selecting the '+Add Another Card' button to the right of the section. This will enable you to easily select an existing card under the 'Payment' tab on a job associated with the customer instead of having to type in a card every time you do a job.
(NEW) Service Locations Tab
This tab serves to record locations for your customer as well as to indicate which location is considered the 'Primary Location' and which one is considered the 'Billing Address'. The Primary Location will be the address the system will pull by default for estimates or jobs, while the Billing Address will be used on invoices by default. Your Primary Location will serve as a default "ship to" location, and the Billing Address will serve as the default "bill to" location, if you sync with QuickBooks. You can add as many service locations as needed by selecting the '+Add Another Service Location' button to the top right of the section.
NEW The ability to search for specific locations as well as list a certain number at a time has been added to the Customer Account. This is incredibly helpful for those accounts that have many different Service Locations applied. Instead of sifting through a slew of locations for one in particular, you can search via the search bar by the Location Nickname, Street Address, City and Zip/Postal Code! Determining how many locations will show at a time with the drop down option will also become helpful if you have upwards of 10 locations to help keep the system from having to load in every single location every time the Service Location tab is visited. This will help keep Service Fusion from slowing down due to loading times!
For each address that you have you are able to indicate if it is the Primary Location and/or the Billing Address although you can only have one of each. You can make a location inactive or delete the location using the trash cans to the right of each location. If the toggle for 'Gated Property' is set to Yes then another field will appear that allows you to record Gate Access Instructions. This field will appear under the Notes For Techs section on a job in the back office and in its own section within the job in the Worker App. Its okay to be creative with this section; you can also use it for alarm codes, to note where a key may be hidden, or any other access information such as "Gate 1234, do block shared driveway".
The customer equipment tab lists information regarding your customer's equipment; equipment that was either sold to them by your company, or equipment the customer already owned that your company services. Equipment is customer specific so you will be able to choose from the equipment you have stored here on jobs associated with the customer. You are able to track basic information about the equipment by default such as the (1)Type of equipment, (2)Manufacturer, (3)Model Number, (4)SKU and (5)Serial Number. If you need more information, you are able to add (6)Equipment Custom Fields that will appear below each piece of equipment. The (7)number of jobs/estimates that the equipment has been added to and the date of its last service will be listed in each equipment section as well.
This tab provides the ability to upload documents pertaining to a customer directly to their customer account (Note: these documents uploaded to the customer account cannot be seen in the field worker app; documents are visible only if they are selected on jobs). In order to add documents to the customer account, you will first select to +Add files which will open your Desktop File Manager. Once you have selected the appropriate document, it will appear in the file box within Service Fusion. You are able to upload multiple files at once so once you have confirmed that all of your files are correct you can click the 'Start Upload' button to begin the upload in to Service Fusion.
If you have added a file that you would like to remove, you can do so by clicking the red circle to the right of the file name!
Once you have the document uploaded to the customer accounts you will see there are options regarding those items.
(1) This magnifying glass will allow you to view the document in a dialogue screen within Service Fusion.
(2) This arrow and tray will allow you to download the document to the computer you are using.
(3) This pencil will allow you to rename your documents that have been uploaded to the account.
(4) This trash can will allow you to delete documents that have been uploaded and that you no longer need.
This tab lists any history related to the customer. At the top of the page are snapshots representing the financial history of the customer. You can see the value of work done for the customer, as well as their fiscal impact to your company!
Below those snapshots are four tabs that directly relate to the history of this specific customer. You can see all Jobs, Estimates and Invoices that have been created for them. Furthermore, if there is a Parent Account attached to the customer, you are able to see those invoices as well under the Parent Account Invoices tab!
The Jobs and Estimates tabs are very similar in what they show for the snapshot that can be seen from here. Each will show the job/estimate number and the Service Location. The Job tab will show the Start Date and Time whereas the Estimate tab will show the Requested on Date. They will both show the Description and Service Tech but the Job will show the total for the job completed while the Estimate will show an Estimated Total. They will both show the current status. You can also sort by each of these headers. Please note that when you sort by one of these headers, the resulting organization will not remain should you navigate away from the page. When sorting by date from future to past, jobs with no date will be found after any past dated jobs, at the very end of the list.
The next two tabs are related to invoices- one for the customer whose account you are viewing and one for any parent account that is associated with this account. Each tab will show the same information: Invoice Number, Date, Payment Terms, the Status of the invoice, the Total of the invoice, Payments applied to the invoice and the Total Due on the invoice. You are able to sort by the headers just like in the previous two tabs!
The last tab on the Customer Account is where all communication with this customer will be stored. There are four tabs: Emails, Text Message, Call Logs (If you've got ServiceCall.ai) and Voice Reminders.
The Email tab will keep a log of all outgoing email correspondence with this customer via Service Fusion. It will show the date & time the email was sent, which email address it was sent to, which job/estimate/invoice it was sent from, the subject line of the email, status of the email and finally the option to view the email that was sent.
The Text Message tab will keep a log all outgoing and inbound Text Messages with this customer. You will find the date & time that the text was sent, whether or not it was inbound or outbound, what number the text is from, what number the text was going to, the status of the text and what the message entailed!
The Call Logs tab is meant to go hand-in-hand with the ServiceCall.ai extension. Calls made and received within ServiceCall will be recorded here as long as the phone number involved is the same number that is listed on the customer account. This tab will show the date & time of the call, the number the call is from, the number the call is to, the call duration and the status of the call.
Lastly is the Voice Reminders tab. Any voice reminders sent from Service Fusion to your customers will be recorded here. You will find information regarding the date & time the voice reminder was sent, who the reminder was sent to, the job/estimate that it was sent from, the status of that reminder and what the message was!