Using the CRM

Overview

The CRM adds a customer timeline, follow-up reminders, a loyalty points ledger, referral tracking, custom fields and a health score.

Purpose

Build relationships and act on the right customers at the right time.

Step-by-step guide

1. Open a customer and read the timeline of orders, payments, notes and follow-ups.
2. Add a follow-up with a due date; reminders notify the assignee.
3. Adjust loyalty points or view the points ledger.
4. Add custom fields for data your business needs.

Common mistakes

• Setting follow-ups with no due date, so no reminder fires.
• Manually editing loyalty instead of letting completed orders earn points.

Best practices

• Use the at-risk and health views to prioritise outreach.
• Let nightly jobs award loyalty and qualify referrals automatically.

FAQ

How is health score calculated?

From recency, engagement, reliability and open follow-ups.

When do loyalty points apply?

On completed or delivered orders, processed nightly.