Plumbing Customer Management Software

Customer profile with full contact details, communication preferences, and account notes. All job history stored against the property address -- fault descriptions, work completed, parts replaced (with part number and supplier), photos, and technician notes per visit. Equipment records per installation: equipment type, manufacturer, model number, serial number, installation date, warranty expiry date, and full service history with each service event dated and technician-attributed. Warranty tracking is built in at the equipment level, so when a part or installation is still under warranty, the office sees this immediately when a return call comes in -- before sending a technician who will end up doing a warranty job that needs to be invoiced to the supplier. Customer lifetime value is calculated automatically from job history, aggregating all paid invoices per customer and per property, updated each time a job is completed and invoiced. Multiple properties under one customer account for landlords and property managers, with each property carrying its own job history and equipment record. Searchable by address, postcode, customer name, or phone number. Communication log with every call, email, and SMS recorded against the customer and property record.

Recurring maintenance contract management with a structured agreement record per customer: covered equipment list, service intervals, number of visits per year, pricing tier, and renewal date. The contract management layer tracks the full service schedule -- each service visit due under the agreement is created as a job automatically, placed in the scheduling queue without manual entry, and linked back to the agreement so the office can confirm it is being fulfilled. Service interval alerts fire at configurable lead times (30, 60, 90 days before the next service is due) so customers are contacted in advance rather than chased after the interval lapses. Upcoming renewal flagged in the dashboard with days to expiry so the renewal conversation happens before the contract lapses. Agreement status is visible on every booking from that customer -- priority flag shown on the dispatch board so agreement customers are handled differently from one-off calls. Coverage check on job creation: when a technician raises a job that includes work outside the contract scope, the system flags it for separate quotation rather than letting it get absorbed into the contract visit margin. Renewal rate reported by agreement type, agreement tier, and customer acquisition source so the business can see which contract products and sales channels produce the most retained customers.

Automated appointment reminders sent to customers via SMS and email at configurable intervals before their scheduled visit -- 48 hours and 2 hours before is a common setup. SMS delivery goes through Twilio with delivery status tracking, so the office knows whether the reminder reached the customer rather than assuming it did. Email reminders are dispatched via SendGrid with open tracking. Parts-on-order jobs tracked through to part arrival and automatic rebook: when a part is received and logged, the system creates a follow-up task to contact the customer and rebook the job -- no job falls through the gap between the initial visit and the return. Annual service reminder campaigns run automatically at the configured interval before service is due, so maintenance customers are contacted on schedule rather than only when they remember to call. Unaccepted quotes trigger a follow-up sequence at configurable intervals -- typically a reminder at day 3, a second touch at day 7, and a soft close at day 14 -- with the sequence stopping automatically once the customer responds or the quote is marked closed. After each completed job, a post-visit NPS and review request goes out via SMS or email: NPS responses are recorded against the customer record, and positive responders are directed to your Google or Yelp review page to generate verified external reviews. The full follow-up log is recorded against the customer record so any staff member can see what automated and manual contact has been made.

Quote created on site via the mobile app or in the office from the customer record. Labour rates and parts pricing applied from pre-loaded rate cards so the technician does not have to remember pricing or call the office. The completed quote is sent to the customer by email with e-sign capture -- no printing, no wet signature, no manual chasing for a paperwork return. Customers also access their quote and sign it through the customer portal, which keeps the acceptance step convenient and removes friction. Conversion tracking shows accepted, rejected, and pending status per quote with time-in-stage visibility so the office knows which quotes have been waiting too long for follow-up. Follow-up automation on unaccepted quotes runs at configurable intervals. Accepted quotes are converted to a job with all details carried through -- no re-entry of scope, parts, or pricing. Quote history stored against the customer and property record gives technicians returning to a job the full context of what was previously quoted and what was accepted or declined, so return visits start from an informed position rather than from zero. QuickBooks integration syncs accepted quotes and completed job invoices to the accounts system automatically, keeping accounts receivable current without manual re-entry by admin staff.

Every inbound and outbound call, email, and SMS logged against the customer record -- automatically for integrated channels (Twilio for SMS, SendGrid for email), or manually by staff for calls they handle outside the system. The full communication history is accessible to any staff member handling a customer query, so the office never has to ask "has anyone spoken to this customer?" or find the colleague who last dealt with them. Automated messages -- booking confirmations, appointment reminders, technician ETA alerts, job completion summaries, and post-visit NPS requests -- are logged alongside manual communications in the same timeline so the customer record reflects every touchpoint without staff manually recording automated activity. Complaints and escalations are flagged on the customer record with a resolution status and an assigned owner, so nothing sits unresolved without accountability. The customer portal gives customers access to their own communication history, booking records, and outstanding invoices -- reducing inbound calls from customers chasing status updates. Communication history is exportable per customer as a full timestamped log, which is useful for dispute resolution, account reviews, and demonstrating service delivery to commercial customers who require written evidence.

Customer retention rate by period: percentage of one-off customers who booked again within 6 and 12 months, segmented by acquisition source (Google, referral, emergency call, service agreement upsell) so the business knows which channels produce loyal customers and which produce single-visit jobs. Customer lifetime value calculation aggregated from all paid invoices per customer, updated in real time as new jobs are completed and invoiced, and reportable by acquisition source and customer type. Repeat job frequency distribution showing how often your highest-value customers book, useful for identifying the booking cadence of your best segment and designing retention campaigns aimed at moving lower-frequency customers up. Service agreement renewal rate by agreement type, tier, and account manager, so the team can see which agreement products perform best and where renewal risk sits. Revenue segmented by customer type: agreement customers vs. one-off customers vs. commercial accounts, with trend lines by quarter. Churn identification: customers who have not booked in longer than the median interval for their segment are flagged for a proactive outreach campaign rather than written off silently. QuickBooks sync keeps accounts receivable current without separate reconciliation. All reports export to CSV for analysis outside the system.