Navigating the Customers Page

Unlike the Leads section, which offers a "Stage" or Kanban view for tracking sales progress, the Customers page is strictly a List View. This is because customers aren't "moving" through a funnel; they are being actively managed and serviced.

The Main Dashboard

When you land on the Customers page, you have a high-level overview of your entire client base. From this screen, you can:

• Toggle Active/Inactive Status: Use the status toggle to clean up your view. Inactive customers will appear as grey stars on your map, signifying they are no longer using your services.

• Bulk Actions: Click the checkboxes on the left side of the customer names. You can select multiple records (or use Shift + Click to select a range) to perform bulk updates or Download your customer list as a CSV.

• Advanced Filtering: Click the Filter icon to segment your list. You can filter by:

  • Service Type: (e.g., find all "Window Washing" clients).

  • Frequency: (e.g., see only "Triannual" or "Quarterly" subscribers).

  • Source/Tags: Track where your customers came from.

  • Assigned User: Filter by the team member responsible for the account.

Opening and Managing a Customer Record

Clicking on a customer's name opens their full profile. The layout is designed for quick reference:

• Left Side Panel: Displays core contact info, property addresses, and account ownership.

• Top Tabs: Houses the deep-dive data into their service history and billing.

[IMPORTANT]

Note on "Demoting" Customers: Currently, there is no way to demote a Customer back to a Lead. This is a safeguard because Customers often have "entangled" data—like active service plans, recurring jobs, and payment history—that would break the logic of the Lead sales funnel. Our team is reviewing a way to incorporate this ability in the near future.

Detailed Tab Breakdown

1. Services Tab

This is your primary operational command center. Here you will see:

• Scheduled & Pending Jobs: What is on the calendar or waiting to be booked.

• Quotes: Any past or outstanding estimates.

• Active Service Plans: The recurring job series that keeps your revenue predictable.

2. Payments Tab

Once you have Stripe connected, this tab becomes your billing suite.

• Card on File: Manually add a customer's credit card or banking info.

• Client Portal Link: Click to send a secure link so the customer can add their own payment method.

• One-Off Invoices: Create and send invoices that aren't necessarily tied to a specific job (e.g., a custom service fee or material charge).

3. Conversations

Skip the main inbox! This tab shows the full communication thread with this specific client, including automated email receipts. You can compose and send new messages directly from this screen to keep the context of the customer's history right in front of you.

4. Pipelines (Opportunities)

Even existing customers have upsell potential. Use this tab to add a customer into a specific sales pipeline to track new opportunities or "add-on" services without creating a duplicate record.

5. Activity Log & Tasks

Track every touchpoint. The Activity Log automatically records system updates, but you can also manually log interactions or create Tasks (reminders) for yourself or your team regarding this client.

6. Attachments

A dedicated space for photos of the property, signed physical contracts, or site maps. Simply upload files here to keep the digital paper trail organized.

7. Agreements

If you use Service Plans, this tab is vital. You can:

• View Pending Agreements waiting for a signature.

• Access Signed Agreements for legal reference.

• Manage Links: Resend a signature link to a client or delete an outdated one.

Customer Metrics & Value Tracking

Rotor does the heavy lifting by calculating key performance indicators (KPIs) for every customer. On the right side of the profile (or within the list view), you’ll see values that update based on their most recent recurring service plan:

• Service Type & Frequency: (e.g., Gutter Cleaning / Quarterly).

• Most Recent Contract Value: The price of their latest signed agreement.

• Lifetime Value (LTV): This is the total sum of all paid jobs over the entire history of the customer. This helps you instantly identify your "VIP" high-value clients.

Creating or Editing a Customer

When you click "Add Customer" or edit an existing one, you’ll find more fields than the basic Lead form:

• Company Name: Use this for commercial accounts or B2B billing.

• Property vs. Billing Address: You can designate a specific property address for the service while setting a completely different billing address (useful for property managers or commercial clients with corporate offices).

• Assigned User: By default, the person who creates the record is the "Owner." You can change this to control who has visibility or management responsibility.

  • Note: Record assignment is separate from "Sales Commission" tracking, allowing you to track who sold the plan vs. who manages the account.

Final Thoughts

The Customers page in Rotor is built for operational clarity. It centralizes service scheduling, billing, agreements, communication, and customer value tracking into one organized view. By separating customers from leads, Rotor ensures you always know who is actively generating revenue and where to focus your service efforts.

Tips for Using the Customers Page Effectively

• Keep active and inactive statuses updated for accurate reporting.

• Store payment methods on file to streamline recurring billing.

• Review lifetime value regularly to identify high-value clients.

• Use filters to segment customers by service type or frequency.

• Assign customers strategically to manage visibility and accountability.

• Keep attachments organized for easy reference.

Congratulations! Your team is now ready to confidently manage paying customers inside Rotor—from service scheduling and agreements to payments and lifetime value tracking. With clear organization and powerful filtering tools, you can maintain clean records and deliver a professional customer experience.

Have additional questions? Our team is ready to help you succeed. Contact us through the chat or drop us an email at support@getrotor.com.