Customer Management Overview

Ormi's customer management system keeps all customer information, service history, and communications in one centralized location, making it easy to provide excellent service and build lasting relationships.

Creating Customer Records

Adding New Customers

1. Go to Customers → Add Customer
2. Enter basic information:
   • Name (individual or company)
   • Phone number
   • Email address
   • Service address
3. Add optional details:
   • Billing address (if different)
   • Preferred contact method
   • Service preferences
   • Notes or special instructions
4. Click Save

Importing Customers

Bulk import from CSV:

1. Go to Customers → Import
2. Download template CSV
3. Fill in customer data
4. Upload CSV file
5. Review and confirm import
6. Customers added to your account

Customer Information

Contact Details

Store multiple contact methods:

• Primary phone
• Secondary phone
• Email address
• Alternative email
• Preferred contact time
• Contact preferences (email, phone, text)

Service Addresses

Customers can have multiple service locations:

1. Open customer record
2. Click Add Location
3. Enter address and location name
4. Set as primary or secondary
5. Each location can have different service history

Customer Notes

Add important information:

• Service preferences
• Special instructions
• Access codes or gate codes
• Pet information
• Preferred service times
• Previous issues or concerns

Service History

Job History

View all jobs for a customer:

• Job dates and types
• Technicians who performed work
• Invoices and payments
• Job status and completion
• Photos and documentation

Recurring Services

Track maintenance contracts and recurring work:

1. Create recurring service
2. Set schedule (monthly, quarterly, annually)
3. Assign default technician
4. Ormi automatically creates jobs on schedule
5. Track completion and renewals

Service Preferences

Record customer preferences:

• Preferred service times
• Technician preferences
• Service frequency
• Special requirements
• Equipment information

Customer Communication

Communication History

All customer interactions in one place:

• Phone calls (manual log)
• Emails sent through Ormi
• Text messages
• Job-related communications
• Invoice and payment notifications

Sending Messages

Communicate directly from customer record:

1. Open customer profile
2. Click Send Message
3. Choose email or text
4. Compose message
5. Include job details or invoice if needed
6. Send and track in history

Automated Communications

Ormi can automatically send:

• Job confirmations
• Technician arrival notifications
• Job completion summaries
• Invoice reminders
• Payment confirmations

Customer Tags and Categories

Organizing Customers

Use tags to categorize:

• Service type (HVAC, Plumbing, Electrical)
• Customer type (Residential, Commercial)
• Priority level
• Service area
• Custom tags

Filtering and Searching

Find customers quickly:

• Search by name, phone, email, or address
• Filter by tags or categories
• Sort by last service date, total revenue, or name
• Save frequently used filters

Customer Portal

Enabling Customer Access

Customers can access their own portal to:

• View job history
• See invoices and payment status
• Pay invoices online
• Request service
• View service photos and documentation

Setting Up Portal Access

1. Go to customer record
2. Click Enable Portal Access
3. Customer receives email invitation
4. They create password and log in
5. Access their service history and invoices

Payment History

Invoice Tracking

View all invoices for a customer:

• Invoice dates and amounts
• Payment status
• Payment dates and methods
• Outstanding balances
• Payment history

Payment Preferences

Record customer payment preferences:

• Preferred payment method
• Payment terms
• Credit limit (if applicable)
• Payment history notes

Customer Reports

Customer Analytics

View customer insights:

• Total revenue per customer
• Average job value
• Service frequency
• Payment history
• Customer lifetime value

Export Customer Data

Export customer information for:

• Marketing campaigns
• Accounting software
• Custom reporting
• Data backup

Best Practices

1. Complete profiles: Fill in all available customer information
2. Regular updates: Keep customer information current
3. Service history: Document all interactions and service work
4. Communication: Use Ormi's communication tools to stay in touch
5. Organization: Use tags and categories to organize customers

Customer Retention

Building Relationships

• Track service preferences
• Remember important details
• Follow up after service
• Send maintenance reminders
• Provide excellent service documentation

Recurring Revenue

Set up recurring services for:

• Maintenance contracts
• Seasonal service agreements
• Regular inspections
• Preventative maintenance

Next Steps

• Learn about job scheduling
• Explore team management
• Review reports and analytics

Questions? Reach out via our contact page or use live chat.