Customers Module

The Customers module helps you manage customer relationships and interactions. It provides tools for tracking customer information, managing communications, and streamlining workflows. This module is essential for sales, support, and account management teams.

Understanding Customers Module Views

E2E organizes Customers in two main views:

• Customer Tracker: View all Customers in a searchable, filterable list (access via Sidebar → Customers)
• Customer Details: Manage individual Customer records (access by clicking any row in the tracker)

Customer Tracker View

The Customer Tracker displays a searchable table-style tracker that lists all active customers. This is what you you see when selecting Customers from the sidebar menu.

See Tracker Views for tips on using and configuring the view.

Creating New Customers - Complete Guide

This complete guide covers all ways to create Customers in E2E. Customers are typically created to manage relationships and interactions effectively. Common scenarios include onboarding new clients, adding leads from marketing campaigns, or creating accounts for support inquiries.

Method 1: Add from Customer Tracker

1. Go to Customers → click + Add... button
2. Complete the forms to enter business name, business details and finally customer details.
3. When entering the Business Name, input the full legal name (short versions, acronyms, or aliases can be added later).
4. Fields marked with a red asterisk are mandatory and must be completed before proceeding.
5. Save - this creates a new business (if applicable) and customer record.

Method 2: Add Business to Directory

This method creates a new business record without creating the customer record immediately. It is useful for adding businesses that may not yet have a contact person or specific customer relationship.

1. Navigate to Directory > Businesses
2. Click + Add... button
3. Complete details in the form and save.
4. To add customer details, Go to Customers → click + Add... button and enter the business name. The business details will be pre-populated.
5. Complete the customer details form and save.

Method 3: Add from Email

Users with email integration can create Customers directly from emails. This is useful for quickly logging customer inquiries or leads. Adding contacts from emails will automatically link the new contact information to a new or existing customer record. See Add Contact from Email for instructions.

Method 4: Add from My Mobile

Users can use their mobile devices to scan business cards and create new customer records. This is useful for quickly adding contacts from networking events or meetings. Adding contacts will automatically link the business card information to a new or existing customer record. Refer to My Mobile Guide for detailed steps on using the card scanner feature.

💡 Which method to use:

• Add from Customer Tracker when you have full details for a new customer
• Add Business to Directory when you want to add a business without immediate customer details
• Add from Email when you receive an email from a potential customer and want to quickly log it
• Add from Card Scanner when you have a business card and want to scan it into EIIƎ

Finding and Managing Customers

To find specific customers (clients or businesses):

1. Navigate to Customers from the sidebar to see the tracker view
2. Use the search bar to find by any of the displayed fields
3. Apply filters to narrow results by field values
4. Inactive customers can be viewed by toggling the "Show Inactive Entries" filter option
5. Click [...] ellipsis icon on any row to open that customer's details

Customer Tracker Charts

The Customer Tracker includes a chart card that provides visual insights into customer data. Users with configuration permissions can click on the cog icon to customize the charts. Refer to Configure KPI Charts for details on customising the charts displayed.

Recent Customer Activity

The Recent Activity card displays a summary of the latest interactions and updates related to all customers. This includes recent enquiries, proposals, meetings, and contract changes. This data is derived from the Story Log and provides a quick overview of customer engagement. Use the tab bar to filter the display by topic (e.g., Meetings, Enquiries, Proposals, Contracts) and to switch between the 30-day and 90-day views.

Customers Meetings

The Meetings card on the Customer Tracker view shows all scheduled meetings with all customers. Users can click on a meeting to view details. The meeting list section includes tabs to view upcoming meetings, meetings this month and past meetings. See Managing Meetings & Scheduling for more details.

Working with Individual Customers - Customer Detail View

When you open a customer (by clicking its row in the tracker), you can perform these key tasks:

Managing Customer Information

Edit customer details by clicking Edit or directly modifying fields. Remember to save your changes.

Log Enquiry

Use this button to start an enquiry. For steps, see the Add Enquiry guide.

Adding Notes and Tracking Customer Interactions

After conversations with customers, or as new information or insights emerge, use Add to Story button to add notes to their Story Log to record what was discussed. The Story Log shows all interactions, changes, and internal notes about this customer. See Managing Activity History with Story Logs for more details.

Update Customer Status

To manually change the status of a customer:

1. Navigate to the Customer Detail View
2. Click Add to Story in the Actions panel
3. Update the status choice and enter a comment explaining the status update
4. Save to log the status change in the Story Log See Managing Activity History with Story Logs for more details.

Request Support

To request support from a colleague or team member, you can add a support request directly from the customer detail view.

1. Navigate to the Customer Detail View
2. Click Add Request in the Actions panel
3. Fill in the request details in the comments section, including the issue or question
4. Assign it to the appropriate team member
5. You will receive notifications when the request is updated or resolved

Adding Reminders

To set a reminder for follow-up tasks or important dates related to the customer:

1. Navigate to the Customer Detail View
2. Click Add Reminder in the Actions panel
3. Fill in the reminder details, including date and time You can access your reminders from the Reminders module to manage all your tasks and follow-ups.

Keep Informed of Customer Changes

To stay updated on changes to the customer record, you can subscribe to notifications:

1. Navigate to the Customer Detail View
2. Click Subscribe in the Actions panel You will receive notifications for any updates, comments, or changes made to the customer record. This helps you stay informed about important interactions and changes.

Adding & Managing Contacts

• Contacts are individuals associated with the customer, such as account managers, sales representatives, or decision-makers.
• To manage contacts, navigate to the Contacts section in the Customer Detail view.

Creating New Customer Contact - Complete Guide

This complete guide covers all ways to create Contacts in E2E. Contacts are typically created to manage relationships and interactions effectively. Common scenarios include onboarding new clients, adding leads from marketing campaigns, or creating contacts for support inquiries.

Method 1: Add from Customer Detail

1. To add a new contact, navigate to the Contacts section and click Add... button.
2. A pop-up form will appear where the user can enter key details such as name, phone number, email, and role.
3. If no business address exists but needs to be added, select the Address field and click on the + icon. Enter the mandatory address details and save. This will automatically link the address to the contact entry.
4. Once all necessary information is entered, click Save, and the new contact will be linked to the customer.

Method 2: Add from Directory > Businesses View

1. Navigate to the Directory > Businesses view.
2. Locate the business you want to add a contact for and click on it.
3. In the business detail view, go to the Contacts section and click Add... button.
4. Fill in the contact details as prompted in the pop-up form.
5. If necessary, add a business address by selecting the Address field and clicking on the + icon. Enter the mandatory address details and save.
6. Click Save to create the new contact linked to the selected business.

Method 3: Add from Email

Users with email integration can create Contacts directly from emails. This is useful for quickly fetching details from email signatures. Adding contacts from emails will automatically link the new contact information to a new or existing customer record.

1. Navigate to Communications > My Mail
2. Open an email from a potential customer
3. Click Add as EIIƎ Contact in the actions panel
4. EIIƎ will then attempt to extract the business name and contact details from the email signature.
5. Review the extracted information to create the business, customer, location and contact details.

Method 4: Add from My Mobile

Users can use their mobile devices to scan business cards and create new customer records. This is useful for quickly adding contacts from networking events or meetings. Adding contacts will automatically link the business card information to a new or existing customer record. Refer to My Mobile Guide for detailed steps on using the card scanner feature.

💡 Which method to use:

• Add from Customer Tracker when you have full details for a new customer

• Add Business to Directory when you want to add a business without immediate customer details

• Add from Email when you receive an email from a potential customer and want to quickly log it

• Add from Card Scanner when you have a business card and want to scan it into EIIƎ

• After saving, users will be able to:

• Assign the contact to a Distribution Group for email updates or notifications.
• Modify Opt-in preferences for marketing and communication purposes.

Managing Business Addresses

• Navigate to the Locations tab to view and edit business addresses.
• To add a new address, click Add... button, fill in the required details, and save.
• To update an existing address, select the entry from the list and make the necessary edits.

Managing Contracts

The Contracts section displays all contracts linked to a specific customer, including contract type and expiration date which drives the reminder notifications sent to users. Manage notifications for them through the Settings > Notifications.

To create a new contract

1. click the → button on the Customer Contracts panel to navigate to the Contracts view
2. click Add... button, fill in the required fields, and save.

To edit an existing contract, select it from the list and modify the necessary details.

If the contract fields need to be modified to match business needs, users can navigate to:

• Settings > Modules > Configure Module View to edit or add new fields.

Users can export all contracts as a CSV file by clicking the Export button.

Meetings & Scheduling

The Customer Tracker includes a Meetings card that shows all scheduled meetings with all customers. The Customer Detail view shows meetings with the selected customer. Users can click on a meeting to view or edit details. To schedule new meetings first navigate to the Customer Detail view where you can add meeting details.

Users can schedule meetings by selecting a date from the calendar view on Customer Detail view and clicking Add... button.

• A pop-up window will appear with pre-filled details that can be modified if needed.
• Any meeting notes added during scheduling will automatically be logged in the Story section for tracking purposes.

Story Log (Customer History)

The Story Log captures a record of all interactions related to the customer. This includes:

• Comments and progress updates.
• Meeting notes and scheduled events.
• Logged enquiries and proposal requests.
• Contract updates and status changes.
• Any other customer-related activities. Refer to the Story Log section for more details.

Recent Activity

• The Recent Activity section provides a summary of all customer-related updates in the system.
• Users can filter activity based on: _ The type of entry (e.g., meetings, enquiries, comments). _ Timeframe selection: 30-day or 90-day format.
• For more detailed information, users can click on hyperlinked entries, such as: _ Customer Name (to open the full profile). _ Enquiry ID or Proposal Number (to access the related document).

Customising Customers Module

Users can customise the Customers Module to better suit their business needs:

• Modify the fields displayed in the Customer Tracker View, or add or remove fields or columns, change field types, and set mandatory fields by navigating to Settings > Modules > Configure Module View
• Adjust the reference lists for customer types and statuses under Settings > Reference Lists. From here you can modify or add status options and determine which status options set the customer record as active or inactive (archived).
• Configure the KPI section to display relevant metrics by navigating to Settings > Modules > Charts.
• Enable or disable specific KPI cards and modify the data points displayed.