Customer records (CRM)

The Customers section is your built-in CRM — a full view of every client your business has worked with, including their job history, outstanding balances, upcoming appointments, assets, PPM contracts, and your private internal notes.

Go to Customers in your dashboard navigation. This section is visible to owners and dispatchers.

The customer list

Every customer linked to a job or lead for your business appears here automatically — no manual data entry needed. Each row shows:

• Name and contact — email and mobile number at a glance.
• Jobs — total number of jobs with your business.
• Last active — when they last had a job with you.
• Next appointment — their soonest upcoming booked visit.
• Outstanding — accepted quotes not yet fully paid (in escrow or awaiting payment).
• Lifetime spend — total released payments from this customer.
• PPM — whether they have an active maintenance contract.

Filtering

Use the filter chips at the top of the list to quickly focus on a segment:

• Outstanding — customers with accepted quotes that haven't been fully paid.
• PPM — customers with at least one active maintenance contract.
• Upcoming — customers with an appointment booked in the next 7 days.
• Reconnect — customers with no job activity for longer than your configured inactivity threshold (90 days by default), excluding anyone with an active PPM contract. When this filter is active, a Send outreach messages → button appears — click it to message some or all of them at once (see "Sending a reconnect message" below).
• Contracts to renew — customers with a PPM contract expiring within 60 days. Each row shows the contract and days remaining, with a one-click Renew button that extends the contract by its original term (e.g. a 1-year contract renews for another year).
• Convert to contract — customers with 3 or more completed jobs and no active PPM contract, ranked by lifetime spend. Strong candidates for a maintenance contract pitch.

Sorting

Use the sort dropdown to reorder the list by:

• Last active (default) — most recently active first.
• Outstanding balance — highest unpaid amounts at the top.
• Lifetime spend — highest-value customers first.
• Next appointment — soonest upcoming visit first.
• Name — alphabetical.

Search

Type a name or email address in the search bar to filter the list instantly.

Customer record

Click any customer row to open their full record. The record is organised into six tabs.

Overview tab

The overview is the first thing you see and contains:

• Stats strip — total jobs, outstanding balance, lifetime spend, open quotes waiting for acceptance, and upcoming appointment count.
• Upcoming appointments — next 3 booked visits, with dates and job links.
• Contact details — first name, last name, and mobile number. Click Edit to update these inline. (Email cannot be changed here — it's used for login.)
• PPM contracts summary — active contracts listed with their status.
• Activity timeline — a chronological log of the last 25 events: jobs logged, quotes submitted and accepted, payments received and released, and notes added. Keeps the whole relationship in view without opening individual jobs.
• PPM opportunity nudge — if the customer has completed 3 or more jobs with you but has no active maintenance contract, a prompt appears to help you start that conversation.

Jobs tab

All jobs this customer has had with your business, split into Active (open, quoted, accepted, scheduled, in progress) and History (completed, paid, in resolution). Each row shows the job type, status, quoted value, date, assigned technician, and payment status.

Invoices tab

Every invoice raised for this customer's jobs, with the invoice number, linked job, amount, status (Paid, Overdue, Awaiting payment, or Not yet sent), and the date it was issued.

Assets tab

All equipment and appliances registered to this customer in your asset register — geysers, electrical panels, HVAC units, and so on. Rows show the last service date, next service due date (with an overdue badge if missed), and warranty expiry. Use Add asset to register new equipment for this customer directly from their record.

Contracts tab

PPM (planned preventative maintenance) contracts for this customer, grouped by status: Expiring soon (within 30 days), Active, and Expired. Expiring contracts show how many days remain, the next scheduled visit date, and a Renew button that extends the contract by its original term with one click. Use New contract to create one for this customer — the customer field is pre-filled automatically.

Notes tab

Internal notes for your team — never visible to the customer. Use notes to record anything useful: access codes, parking instructions, preferences, follow-up reminders, or history you want to remember.

Notes are append-only — once added they cannot be edited or deleted, so nothing is ever lost or altered. Each note shows who on your team wrote it and when.

Below your notes, an Outreach message log shows every reconnect message you've sent this customer (see below), so you always know what they've already been told.

Sending a reconnect message

From the Customers list, filter by Reconnect and click Send outreach messages →. You'll see everyone currently eligible, all pre-selected (up to 20 at a time — deselect anyone you don't want to include).

Pick a template to start from:

• General check-in — a friendly "it's been a while" nudge.
• Maintenance reminder — prompts a maintenance visit on past work.
• Seasonal check-in — ties the outreach to the time of year.

Edit the message freely before sending — each customer's first name is inserted automatically. Click Send messages and TruePro delivers it by email and, where the customer has a mobile number and hasn't opted out, WhatsApp too.

To avoid over-contacting anyone, TruePro won't send a second reconnect message to the same customer within 30 days — if you select someone already contacted recently, they're skipped automatically and you'll see how many were skipped in the confirmation message.

Automatic maintenance reminders

Beyond sending a reconnect message yourself, TruePro can send trade-specific maintenance reminders automatically — no need to remember who's due for what. Click Reminder templates at the top of the Customers list.

You'll only see templates relevant to the trade categories you're registered in — for example, a plumber sees "Annual geyser service" but not a roofing reminder. There's a template library covering most common recurring service items across every trade — geysers, DB boards, gas installations, solar systems, air-conditioning, alarm and CCTV systems, gate motors, roofing, pool equipment, irrigation, and more. Turn on any that apply to your business, and optionally edit the message or the interval before saving. Some templates (like an annual geyser service) only fire for a customer who actually has that equipment listed in their Assets tab — others (like a general electrical safety inspection) fire for anyone with a completed job in that category.

Click Preview email → under any template to see exactly what the customer will receive — the full email, not just your message — including a follow-up line TruePro automatically adds inviting the customer to ask about a recurring maintenance plan. The preview updates as you edit the message, so you can check it looks right before saving.

Once enabled, TruePro watches for completed jobs in that category and automatically sends the reminder when it's due — by email and WhatsApp, just like a reconnect message, and subject to the same 30-day rate limit so nobody gets double-messaged. A customer already on an active maintenance plan covering that specific item won't get reminded about it again — but if their plan doesn't cover something (e.g. it only covers their geyser, not their DB board), they'll still be reminded about the uncovered item. Every automatic reminder also invites the customer to ask about setting up a recurring maintenance plan, so it doubles as a way to turn one-off customers into contract customers over time.

When composing a manual reconnect message (see above), your enabled trade templates also appear as additional starting points alongside the three generic ones — handy if you want to send one early, or outside its usual schedule.

Customer Insights — how well is it actually working?

Click Insights at the top of the Customers list to see how your customer relationships and payment chasing are actually performing, in one place:

• Top numbers — total, active, and dormant customers, new customers this month, average lifetime spend, and your repeat-customer rate.
• Growth trend — new customers and repeat-job revenue for each of the last 12 months, so you can see whether the business is growing or coasting on existing customers.
• Customer segments — click any number to jump straight to that filtered list: VIP (above-average spenders with 2+ jobs), At risk (drifting toward dormant — an earlier warning than the Reconnect list itself), One-and-done (never came back after their first job), and Contract customers.
• Quote & invoice funnel — how many quotes/invoices were opened and accepted or paid, and how long that typically takes. This is what all that open/click tracking is actually for.
• Reconnect outreach effectiveness — of the messages you've sent, how many led to an actual new job within 60 days.
• PPM snapshot — active contracts, their total value, how many are expiring soon, and what share of your customers have one at all.

Quick actions

From any tab, the action bar at the top of the customer record lets you:

• Log a job — opens a new job pre-filled with this customer's details.
• New quote — starts the quote builder for this customer.
• New contract — opens a new PPM contract pre-filled for this customer.

Engagement settings

Click Engagement settings at the top of the Customers list to control how this section behaves for your business:

• Re-engagement inactivity threshold — how many days of no activity before a customer appears in the Reconnect list. Defaults to 90 days.
• Invoice reminder intervals — how many days after an invoice's due date to send an automatic payment reminder (defaults to 3, 7, and 14 days).
• Review request delay — how long to wait after a customer confirms job completion before asking for a review. Set to 0 to ask immediately (default), or add a delay if you'd rather give the relationship a few days to settle first.
• Notify me when a customer opens a quote/invoice or clicks a payment link — on by default. Turn off if you'd rather just check the tracking status on the quote or invoice yourself instead of getting a notification for every open and click.

Who can access the CRM?

The Customers section is available to owners and dispatchers only. Technicians do not have access to the customer list or individual customer records.