CustomersCustomer Management

Customer Management

Customers are at the center of everything in Rivvex. Every job belongs to a customer. Every quote and invoice is sent to a customer. This guide covers how to manage your customer directory: adding customers, organizing contacts, tracking communication, and keeping everything up to date.

The Customer Directory

Go to Customers in the left sidebar to see your full customer list. From here you can:

  • Search for a customer by name, phone, or email
  • Add a new customer
  • Click into any customer to see their full details

Creating a Customer

  1. Click Add Customer.
  2. Enter the basics:
    • Customer name: The person or business name
    • Address: Their primary address
    • Phone number
    • Email address (if you have one)
  3. Save.

You can also create a customer on the fly when creating a new job. If the customer doesn’t exist yet, Rivvex will prompt you to add them.

You don’t need all the details upfront. Start with what you have (even just a name and phone number) and fill in the rest later.

Customer Contacts

A customer record can have multiple contacts, different people associated with the same account.

Contact Roles

RoleWhat It Means
PrimaryThe main point of contact. This is who you call with general questions.
InvoicingThe person who receives invoices and handles payment. Often a bookkeeper or accounting contact.
On-SiteThe person who will be at the location when work is performed. Often a property manager or site supervisor.
Called-InThe person who originally called to request the work.

Why Multiple Contacts Matter

Consider a commercial customer:

  • The owner calls to request roof repairs (Called-In)
  • The property manager meets the crew at the site (On-Site)
  • The bookkeeper receives and pays the invoice (Invoicing)

With separate contacts, quotes go to the right person, invoices go to the right person, and the crew knows who to call when they arrive.

Adding Contacts

  1. Open the customer record.
  2. Go to the Contacts tab.
  3. Click Add Contact.
  4. Enter their name, email, phone, and role.
  5. Save.

Customer Alerts and Notes

Alerts

Customer alerts are prominent notices that appear at the top of the customer record and on any jobs for that customer. Use them for important information that everyone on the team should see:

  • “Always call 30 minutes before arriving”
  • “Gate code: 4521”
  • “Do not park in the neighbor’s driveway”
  • “Payment terms are Net 60, per agreement with James”

Notes

General notes are stored in the customer record for reference. Unlike alerts, they don’t pop up on every job.

Customer Tabs

When you open a customer, you’ll see 4 tabs:

Info

The customer’s basic information: name, address, phone, email, alerts, and labels.

Contacts

All contacts associated with this customer, with their roles and contact information.

Jobs

Every job associated with this customer, past and current. You can see statuses, dates, and amounts at a glance.

Invoices

All invoices sent to this customer, with amounts and payment status.

Labels and Tags

You can add labels to customers to categorize them: “Commercial,” “Residential,” “VIP,” “Recurring,” or any other label that helps you organize your directory.

Labels are useful for filtering and searching. For example, you might want to see all “Commercial” customers, or send a follow-up to all “Recurring” customers at the start of the season.

Communication History

Rivvex tracks all system-generated communications sent to a customer: quote emails, invoice emails, scheduling confirmations, and sign-off requests.

For each communication, you can see:

  • When it was sent
  • What type it was (email, SMS)
  • Delivery status (sent, opened, clicked, failed, bounced)

This helps you answer questions like “Did the customer receive the invoice?” or “When was the last time we emailed them?”

Communication Preferences

Some customers prefer email, others prefer SMS. You can configure notification preferences per customer so they receive communications through their preferred channel.

Tips

  • Keep contacts up to date. When a property manager changes, update the contact. Old contacts mean missed communications.
  • Use alerts for critical information. If something affects every job for this customer, put it in an alert where the team will see it.
  • Review customer history before calling. When a customer calls, pull up their record first. Seeing their past jobs and recent communications helps you have an informed conversation.
  • Use labels consistently. Agree on a set of labels as a team so everyone categorizes customers the same way.
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