Customer Intelligence

Give your team a heads-up before they visit a customer. Customer Intelligence is a staff-only feature — the customer never sees it.

What it includes

• Risk band — a simple indicator (green/amber/red) to flag how straightforward the customer relationship is
• Structured reasons — short factual tags explaining the band (e.g. "Slow to pay", "Difficult access", "Price-sensitive")
• Observations — free-text factual notes from your team

Important: facts, not judgements

Customer Intelligence is for factual observations that help your team do their job better. Examples:

• "Previous invoice paid 45 days late" ✓
• "Dog on property — call before arriving" ✓
• "Requires a quote for every small job" ✓

It's not for personal opinions, and it doesn't affect pricing.

Where to find it

Open a customer record and look for the Intelligence section. Only staff with customer view permissions can see it.

Tips

• Keep observations factual and professional — these are internal notes, not gossip
• Update the risk band when circumstances change — a previously difficult customer might have improved
• Use it to prepare new techs before their first visit to an existing customer