Your customer records are an inbox, a diary and a notebook — and none of them is complete

Sound familiar?

• A regular calls, and first you search three inboxes for the last job you did for them.
• The same customer is in your contacts three times — once with an email, once with a mobile number, once with a typo.
• Who brings in the most revenue and who always pays late is a gut feeling, not a number.
• Customers who have not booked in a year only get noticed once they are with the competition.
• Customers call to ask when the electrician is coming or whether the quote arrived.
• When someone asks for their data or its deletion under the GDPR, the search starts across every program you use.

What you get back

The records keep themselves along the way: every message, booking and order lands on the right customer, duplicates are spotted, and figures such as revenue, payment record and last activity update themselves. Your customers see their appointments, orders and quotes in a portal of their own — instead of calling you about them.

How Capwork fixes it

1. 1

   The records build themselves

   When somebody writes by email, SMS or WhatsApp, books an appointment or gets an order, the customer record is created by itself. Existing lists come in by CSV import with name, email address and phone number. Capwork recognises known customers by their normalised email address and phone number; anything that is still duplicated you merge in one click.

2. 2

   One history per customer

   Bookings, orders, messages, automatic confirmations and reminders, and payments sit on one timeline. Alongside them: tags, notes, the preferred contact channel and the consents for marketing and for service messages. Whoever calls is placed in seconds — even by a colleague who has never served them.

3. 3

   Figures that keep themselves current

   Number of orders, total spent, last activity, share of on-time payments and average rating — for every customer, no spreadsheet. You see who carries your business and where it pays to look more closely.

4. 4

   Segments that update themselves

   Filter by lifecycle stage — lead, active, dormant, churned, blocked — by tags, by a minimum number of orders, a minimum spend or “no contact in 90 days”. Segments recompute themselves, and you see at a glance whom to call this week.

5. 5

   A customer portal with no password

   Customers sign in with a code sent by email. They see their appointments and cancel upcoming ones, choose which messages they receive — reminders, offers of freed-up slots — follow their orders, accept or decline quotes online and send new requests. On acceptance, the legally required consent to start work before the withdrawal period ends is collected at the same time.

6. 6

   Order status by link, no sign-in needed

   Every order has a link where the customer sees how it stands — including “on the way” and “work in progress” — and, at the end, the signed work report. Photos, say of the fuse box, they upload right there instead of sending them to somebody by messenger.

What you need for this

No base fee. Customers are billed per active resource, that is per active customer per month — the cost grows with the number of customers you actually serve. Appointments, orders and the inbox are modules of their own and are billed separately.

FAQ

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