Editing Customers

{{#ev:youtube|Ybxk061nD60}}

<br>There are a couple ways to create a new customer.

#  Select New > Customer.
#  The Customer module will open with an empty customer record.
# Fill out the record and click Save

Another way to create a new customer:

# Select the '''Customer module'''.
# Click '''New'''.


== Details and Settings Tab ==

On this tab, you can track the site, billing and mailing address using the tabs along the left.  All of these addresses can be the same or they could all be different. 

'''If the site, billing and mailing information is the same:'''

# Fill out the '''Site''' tab with the company and address information.
# Select the '''Billing''' tab.
# Click '''Set From Site''' (arrow in image below)
# The address from the Site tab will populate the Billing tab.
# Select the '''Mailing''' tab.
# Click '''Set From Site'''.
# The address from the Site tab will populate the Mailing tab.
<br>[[File:BillingSetFromSite.png]]

In some cases you may have one customer you are working with and you have multiple job sites for them. You can create a parent child relationship.  If you do this, you could look up the parent company and find all of the related “child” companies.

'''To create a parent – child company structure:'''

First, create a company record for the “parent” company. Usually the information on the Site and Billing tab for the parent is going to be the same. When that is created, you can then create the "child".

# Create a company record for the “child” company.
# On the '''Site''' tab, enter the job site information.
# In the “child” record, select the '''Billing''' tab.
# Click '''Select Billing Company'''.
# In the window that displays, select the billing or “parent” company.
# Click S'''ave''' in the "child" company record.
# Notice the '''Full Name''' for the “child” company.

'''To see all “child’ companies for the “parent” company'''

# Select the “parent” company.
# Select the '''Associated Companies''' tab.
# All related “child” companies will be listed.

'''To add a contact to a company record'''

# Click your cursor in the '''Contact''' field.
# Type the contact name.
# Tab to the next field and the '''Contact Editor''' will display. (image below)
# Fill out the contact information.
# Click '''OK'''.
<br>[[File:ContactEditor23.png]]


<h3>Syncing Customer to QB</h3>
Review the '''[[SQLink]]''' page to determine the best settings for syncing customer names from SME to QB Company and Customer name fields.
<br>http://high5software.com/mediawiki/index.php?title=SQLink#Billing_Name_Options

<h4>Phone Number syncing to QB Company</h4>
When entering a new customer in SME, the first and third phone number fields sync to QuickBooks Phone and FAX phone numbers as shown in the image below. Even if you change the phone label in SME, it still will sync the first and third phone number fields. 
<br>[[File:CustomerPhoneNumberSync.png]]

<h4>Leaving Site Address Blank</h4>
If you leave the Site Address blank in SME, after your sync with QuickBooks, the billing address will populate the site tab. To keep the billing address out of the site tab, put a "." in the address1 field on the site tab.
<br>click here for screenshots: http://high5software.com/mediawiki/index.php?title=SQLink_FAQ#Customer_Site_Address_is_populating_with_Billing_Address_After_Sync

<h4>Edits to SME Customers syncing to QB</h4>
If you edit a customer in SME, the customer will be set to sync to QB on the next sync. You will see the Export to QB flag checked. Once synced, the flag will be cleared.

<h3>Updating Site and Billing Address in SME</h3>
To update existing open orders and open invoices with the new address, all other users must be logged out of SME. Then you can check Propagate and save the customer.
<br>[[File:PropagateToOrders.png]]
<br>If other users aren't logged out of SME, the you will get this message:
<br>[[File:Propagate_SingleUserMode.png]]

<h3>Mailing Tab</h3>
If you fill out an address on the '''Mailing''' tab and check '''Use on Invoices''', then on any invoice created for that customer, the mailing address will populate the Site tab.
<br>[[File:MailingTab_UseOnInvoices.png]]

<br>When a work order is invoiced, the Site tab shows the info from the Mailing tab because '''use on invoice''' is checked.
<br>[[File:MailingTab_showOnInvoiceSiteTab.png]]

<h3>Fields in the Customer Record - Details and Settings tab</h3>
  
'''Account #''' - Based on the settings your SME Administrator setup, this field is auto populated when you save the company record.

'''Balance''' - Displays the amount due for all open invoices for the customer. This is a calculation and it is not an editable field. If you have parent/child customer structure, the child/site customer balance is added to the parent balance and the child balance is 0.00

'''Salesperson''' - Select from the salesperson in the Salesperson drop down. The names in this drop down are determined by your SME Administrator.

'''Division''' - The drop down can be customized by your SME Administrator. Once you collect this information for your customers, you can sort your customers by division.

'''Status''' - This is a text field to type a quick message that is visible here on the Details and Settings tab.

'''URL''' - Type the customers website address

'''Location''' - Warehouse location for customer equipment in your warehouse. 
<br> - Here is information about Customer Warhouses: http://high5software.com/mediawiki/index.php?title=Warehouses#Customer_Warehouses

'''Messages''' - The messages box contains a list of emailed notifications, as well as calculated data based on current information. For example if account is past due, if maintenance/warranty has expired, when the next activity is scheduled for the customer, etc.  Clearing the message clears the notification messages, but the calculated messages are always there.

== Account Tab ==

On this tab you will find your customer’s account information. Depending on the permissions set by your SME Administrator, this tab may be hidden from view. At the bottom of the tab, find the customer’s balance due.
<br>[[File:Customer_AccountsTab.png]]

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'''Terms'''
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Select the default billing terms for the customer. When creating an invoice, you can always change the terms.
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'''Purchase Order Required'''
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If checked, any service or install order created for the customer will require a PO# to be entered on the order.
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'''Tax ID'''
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Type in the customers Tax ID
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'''Finance Charge'''
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Enter the finance charge. Click''' [[Late Fees / Finance Charges]]''' for more information
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'''Source'''
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Enter the source of this customer
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'''Printed Comments'''
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If this field is on a report, the text typed in the field will display on the report (e.g. invoice, orders)
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'''Last Service'''
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Date populated based on the latest Date Opened field on the companies work orders. The Date Opened field is auto-populated with the date you created the order, but it can be changed.
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'''Customer Since'''
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The date field is auto-populated with the date you created the company record. You can change the date as necessary.
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'''Business Type'''
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You can select the type of business. This drop down list can be customized by your SME Administrator.
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'''Business Hours'''
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As a reference, type the business hours.
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'''Primary Technician'''
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When you add labor to an order for this company, the primary technician will populate the Technician field on the Labor Editor. You can select another technician in the Labor Editor as needed.
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'''Secondary Technician'''
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Select a secondary technician. In an order for the customer, you can reference the secondary technician field.
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'''Add Customer Message on Past Due'''
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The following message will populate the message field on Details and Settings tab: “Account is past due”
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'''Class'''
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If you are syncing SME with QuickBooks, this drop down should match your Class list in QuickBooks.
|- style="mso-yfti-irow: 14; mso-yfti-lastrow: yes"
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'''Converted from Sales on'''
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Auto-populated date showing when you converted the company from a Lead to a Customer. No date will display if the company was created directly in the customer module. This date cannot be edited.
|}

<br>At the bottom of the Account tab, you will see balance information. If you don't see this, then it was hidden based on your User Group settings. 
<br>[[File:AccountCurrent.png]]

<br>'''Net 30''', '''Net 60''', '''Net 90''' - These field shows balances that are 30, 60 or 90 days past the due date 
<br>The due date for account calculations can be based on the Invoice Due Date or on the Invoice Date. This is determined by your setting in '''Setup''' > '''Company''' > '''System'''. The setting is '''Base Past Due on Invoice Date, not Due Date'''.
<br>'''Deposit on Account''' - This shows the total deposits entered for a customer in SME. SME Deposits stay in SME and do not sync to QuickBooks.

== Rates Tab ==

The rates tab is where you can set up special pricing for the customer and tax information.
[[File:Customer_RatesTab.png]]
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'''Price Book'''
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Select the price book for the customer here and all pricing on orders will be based on the rules set up in the price book.
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'''Premium Hour'''
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Enter an amount you want to charge the customer for every order.<span>  </span>It will show in the''' Premium''' field on the '''Totals''' tab in the order.
|-

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'''Trip Charge'''

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Enter the trip charge amount you want to populate every order for the customer. It will show in the '''Trip Charge''' field on the '''Totals''' tab in the order.
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'''Tax Group/Code'''
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Select the appropriate tax group for the customer. Your SME Administrator will set these up based on your needs.
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'''Tax Exempt'''
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Check for your tax exempt customers.
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'''Excise Tax Rate'''
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Enter the excise tax rate.

<font color="rgb(227, 108, 10)"><nowiki>**NOTE**</nowiki></font> In order for this tax to be calculated on an order, your SME Administrator must check “Apply Excise Tax” in the Setup module > Company > Order .
|-

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'''Calculate Excise Tax'''
| style="width: 7.7in; border: medium none; padding: 0in 5.4pt" width="739" valign="top" |
Check here for SME to calculate the Excise Tax on orders
|-

| style="width: 1.45in; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="139" valign="top" |

'''SLA Category'''

| style="width: 7.7in; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="739" valign="top" |

Set SLA Category for your customer. Any order or itemized invoice you create for the customer will have the SLA category on the record. [[SLA Category]]
|-
|}

== Install Info Tab ==


This tab gives you an overview of the customer site. You may have individual maintenance contracts for the customer as well.

[[Image:InstallInfoTab.png]]

{| class="MsoTableGrid" style="border-collapse: collapse; border: medium none" border="1"
| style="width: 135.9pt; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="181" valign="top" |
'''Installer'''
| style="width: 558.9pt; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="745" valign="top" |
Technician that did the install
|-
| style="width: 135.9pt; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="181" valign="top" |
'''Warranty Exp.'''
| style="width: 558.9pt; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="745" valign="top" |
Set the date for warranty expiration. If “Warn on Expiration” is checked and it is past the date, the following message will populate the message field on Details and Settings: “Warranty expired: x/x/20xx”
|-
| style="width: 135.9pt; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="181" valign="top" |
'''Maintenance Exp.'''
| style="width: 558.9pt; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="745" valign="top" |
Set the date for maintenance expiration. If “Warn on Expiration” is checked and it is past the date, the following message will populate the message field on Details and Settings: “Maintenance expired: x/x/20xx”
|-
| style="width: 135.9pt; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="181" valign="top" |
'''Minimum Prepaid Services'''
| style="width: 558.9pt; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="745" valign="top" |
Set the minimum prepaid services required for this customer.<span>  </span>SME will compare the amount here to the amount entered on '''Customer Activity''' tab > '''Prepaid Services'''. When below the minimum level, the following message will populate the message field on Details and Settings: “Minimum level of prepaid services reached x/x/20xx”
|-
| style="width: 135.9pt; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="181" valign="top" |
'''Minimum Prepaid Hours'''
| style="width: 558.9pt; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="745" valign="top" |
Set the minimum prepaid hours required for this customer.<span>  </span>SME will compare the amount here to the amount entered on '''Customer Activity''' tab > '''Prepaid Hours'''. When below the minimum level, the following message will populate the message field on Details and Settings: “Minimum level of prepaid hours reached x/xx/20xx”
|-
| style="width: 135.9pt; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="181" valign="top" |
'''System'''
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Your SME Administrator may have customized this field. Choose the system associated with this customer.
|-
| style="width: 135.9pt; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="181" valign="top" |
'''LD Carrier'''
| style="width: 558.9pt; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="745" valign="top" |
Long Distance Carrier
|-
| style="width: 135.9pt; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="181" valign="top" |
'''Maintenance Costs'''
| style="width: 558.9pt; border-width: medium medium 1pt; border-style: none none solid; border-color: -moz-use-text-color -moz-use-text-color black; padding: 0in 5.4pt" width="745" valign="top" |
Type the maintenance cost for the customer. This is not linked to a maintenance contract.
|}

<div class="clear"></div>

== Customer Lists Tab ==

The Customer Lists tab provides access to more tabs. Here you can access all contacts related to the customer and a list of the customer equipment.
<br> If you aren't seeing all these tabs under Customer Lists, check your User group settings on the Tab Settings tab. (http://high5software.com/mediawiki/index.php?title=User_Groups#Tab_Settings_Tab)

[[File:CustomerListsTAb.jpg]]

§  '''Contacts''' – Add and edit company contacts

§  '''Equipment''' – Access equipment at the customer site (also use the Customer Equipment module for more functionality)

§  '''IP Addresses''' – Hide this tab if it isn’t relevant

§  '''Phone Lines''' – Hide this tab if it isn’t relevant

§  '''Systems''' – Add your customer’s systems. Hide this tab if it isn’t relevant.

§  '''Subcontractors''' – Associate a subcontractor using this tab. It is used as reference. 

 
'''Contacts – Add new contacts'''

# Select the '''Customer''' Lists tab.
# On the '''Contacts''' tab, click '''New'''.
# In the Contact Editor that opens, fill out the contact information.
# Click '''OK'''.

 
'''Contact Pref''' – select their preferred contact method (list to be customized by your SME Administrator

'''Contact role''' – select the contacts role within their organization (list to be customized by your SME Administrator)

'''Web Access Password''' - If you are using WebConnect with SME, this is where you would assign the contact a login to WebConnect.

== Customer History Tab ==
In the Customer Activity tab, you can access all order history, invoice history, payment history and more. Depending on the permissions set by your SME Administrator, you may not see all the tabs shown in the screenshot below.
[[File:CustomerHIstoryTab.png]]<br>
<span style="color: rgb(227, 108, 10);">'''Service'''</span>

On the Service tab you can access all service order history for the selected customer. 
*  Select an order and click '''Quick View''' to open the order in another window.
* Double click on the order to jump to the order in the Service Order module.
* Click on the column headers to sort orders.
* Drag and drop the column headers to change the column order.
* Right click on any order and select '''Export to Excel''' to open the data in Excel.
* Select '''Open''', '''Closed''', '''Invoiced''' or '''All''' to change the orders displayed based on the status selected.

[[File:byStatus.jpg]]

<span style="color: rgb(227, 108, 10);">'''Install'''</span>

The Install tab is similar to the Service tab. The only difference is it lists Install Orders for the company selected. See instructions for Service above.

<span style="color: rgb(227, 108, 10);">'''Recurring Orders'''</span>

View all recurring orders for the customer. Set up new recurring orders in the Recurring Orders module, or by clicking '''New''' on this tab.


<span style="color: rgb(227, 108, 10);">'''Invoices'''</span>

# Access all invoices for the customer. 
# Click on the column headers to sort by column.
# Select '''Open''', '''Closed''' or '''All''' to change the invoices displayed based on the status selected.
# Select an invoice and click '''Quick View''' to open the invoice in a new window. This allows you to stay in the Customer module.
# Select an invoice and click '''Edit''' to jump to the invoice in the Invoicing module.
# Right click on any invoice and select '''Export to Excel''' to open data in Excel.

<p class="MsoNormal"><b style=""><span style="color: rgb(227, 108, 10);"><br>*NOTE*</span></b> This tab may be hidden from your view based on permissions.</p> This tab may be hidden from your view based on permissions.

<br>Click '''New Itemized Invoice''' – brings you to the Invoicing module with a new itemized invoice open for the customer. An itemized invoice isn’t linked to an order.

<br>Click '''New Combined Invoice''' – brings you to the Invoicing module with a new combined invoice open for the customer. 
Payments

<br>On the Payments tab you can access all customer payment history. This tab may be hidden from your view based on permissions set by your SME Administrator.

# Select a payment and click Quick View to open the payment in another window. This keeps you in the Customer module.
# Click on the column headers to sort orders.
# Double click on the payment to jump to the payment in the Payment module.
# Drag and drop the column headers to change the column order.
# Select Payment, Credit or All to change the payments displayed based on the status selected.
# Right click on any payment, select Export to Excel to open the data in Excel.

<span style="color: rgb(227, 108, 10);">'''Proposals '''</span>

In the Proposals tab, you can access proposal history for your customer.

* Double click on the proposal to jump to the Proposal module.
* Select the proposal and click Quick View to open the proposal in a new window. This keeps you in the Customer module.

<span style="color: rgb(227, 108, 10);">'''contacts '''</span>

Access all maintenance contacts for your customer here.  Click New to create a new Maintenance Contract for the customer or select a contract on the tab and click Edit to edit an existing contract.

<span style="color: rgb(227, 108, 10);">'''Recurring'''</span>

Access all recurring invoices for your customer in this tab. Click New to create a new recurring invoice or click Edit to edit an existing contract.

<span style="color: rgb(227, 108, 10);">'''Deposits '''</span>

To record deposits customers made

# Click '''New'''.
# Select how they paid in the '''Pay Type''' section.
# Fill out the '''Payment Amount''' and remaining fields.
# Click '''OK'''.

The deposit is recorded for the customer. You can see the '''Deposit on Account''' on the Account tab.
<br>[[File:DepositOnAccount.jpg]]
<br><br>The deposit can be applied to invoices created for the customer. When creating an invoice for the customer, you will be prompted to type the amount of deposit you want to apply to an invoice (circled in image below)
<br>[[File:DepositApply.jpg]]


<span style="color: rgb(227, 108, 10);">'''Item Repair'''

If a work order was created for the customer to repair some of their equipment, this tab will list the equipment to repair. Double click on the item and you can see what which equipment, the repair requested and repair performed.

<h3>Adding Columns to the tabs</h3>
If you want to add additional columns to the grids on the tabs under Customer History, you can right click in the grid on the tab and select '''Add Columns to Grid'''. In the window that opens, check the fields you want to view and click OK.

<br>[[File:AddColumnsToCustomerHistoryTabGrids.png]]

<br>To go back to the original columns, right click in the grid and select '''Reset Grid'''.
<br>If you select '''Clear Grid''' from the menu, all the columns will be hidden. You can click in the upper left corner of the grid to choose which individual columns to add back in (image below)
<br>[[File:AddColumnsBackIn.png]]

== Associated Companies Tab ==

If you have parent/child relationships set-up between your companies, you can access this tab on the parent company to see all child companies. See the Details and Settings portion of this document to see how to set up parent-child relationship.

[[File:AssociatedCompanies.jpg]]



== Notifications Tab ==

Set email or pop-up notification for your customer in this tab.  Your SME Administrator will create the types of notifications that you can set for your customers.

Your administrator can select which modules these notifications are available for and what type of action taken prompts the notification (e.g. Adding, Editing, Deleting, or Closing the record in the customer module.) 

<br>1.       On the '''Notifications''' tab, click '''New'''.

[[File:Notification.jpg]]

2.       Select the '''Notification Type'''. If this drop down field is empty, your SME Administrator hasn’t set up any notifications for this module yet.

3.       Check '''Send Email To''' and type the email address for the person that wants to be notified with activity for this customer.

4.       Check '''Alert User''' to set a pop-up window to open when user and click '''Message'''. In the window that opens type the message you want your user to see.


<p class="MsoListParagraphCxSpLast" style="margin-left: 0.25in; text-indent: -0.25in;"><b style=""><span style="font-size: 11pt; line-height: 115%; font-family: &quot;Calibri&quot;,&quot;sans-serif&quot;; color: rgb(227, 108, 10);">**NOTE**</span></b><span style="font-size: 11pt; line-height: 115%; font-family: &quot;Calibri&quot;,&quot;sans-serif&quot;;"> if you don’t see the Notifications tab, then it was hidden from your view based on your user group permissions.</span></p>


== Move existing site to new billing company ==

If you are syncing SME with QuickBooks, see this video to move customers as job sites under another Billable or Parent customer.  This would be done in the case that job sites are first imported into QuickBooks and then you need to move them as job sites. '''Do not move customers that have a history of invoices and payments.'''
<br>

{{#ev:youtube| ah7Nn6jUFlw }}
<br>
<br>If you cannot move the site to a new billing customer in QuickBooks because of invoice and payment history, then you will need to create a new customer site and link it to the new billing/parent customer.
<br>
<br>How to manage current orders/info and move to the new management company.
 <br>
<br>Company Names:
<br>Old Billing / Management Company = D
<br>New Billing / Management company = E
<br>Old Site/Job/Customer =  ABC (Change to ABC – D during the steps below)
<br>New Site/Job/Customer = ABC – E
<br>
<br>Actions:
<br>-          In QB
<br>o   Locate the ‘Site/Job/Customer’ under the current Management Company – ‘D’ parent
<br>o   Add a suffix to the name – ABC Site – D (makes this Site/Job/Customer unique)
<br>o   Sync – this will set the name in SME to ABC – D
<br>-          Create a new Customer in SME or QB called ‘ABC – E’ for the location – If in SME set the Billing to the ‘E’ parent
<br>
<br>o   Locate existing Recurring Orders or Invoices
<br>o   Click the Magnify glass next to the Site Name and browse for the new Site/Customer record.
<br>
<br>o   You can also move the customer equipment from ABC – D to ABC – E from the Customer Equipment module. (right click on the equipment and select "Move to another site)



== Merge Customers ==
You can merge customer history from one customer into another customer in SME. Once the history is moved, the customer record you moved history ''from'' can be set to inactive.
[[File:StartingcusotmerMerge.png]]

<br>- Go to the customer you want to merge into another customer, click '''Actions''' > '''Merge with'''. (This is the customer you want to get rid of and merge history into another customer, in the image above it is Willows School.)
<br>[[File:Customer_Actions_MergeWith.png]]

<br>- In the search window that opens, select the customer you want to move the history to
<br>[[File:SelectCustomerToMergeInto.png]]

<br>- Your window will stay on the original customer. Check out the history tab and the service & install history should be empty. Set the Customer to inactive by clicking '''Actions''' > '''Set to Inactive''' and make sure '''Export to QuickBooks''' is unchecked. You could also delete the customer.
<br>[[File:CustomerMerge_HistoryMovedAway.png]]

<br>- Go to the other customer you merged history into
<br>- Look at the history tab and you should see the orders from the other customer. 

<br>[[File:MergedHistory.png]]

<br>- If you want to update the name and address on the moved service orders that are still '''open''', you can click''' propagate to orders''' from the site and billing tab on the customer you moved history to.
<br>[[File:PropagateAddressToMergedHistory.png]]





=== If Merging Quickbooks Customer === 

''' When merging customers we recommend you do as follows: '''
*Merge the customer in QB – This will move all of the info to the merge customer and will set the merged customer in SME to Inactive. All historical records will remain tied to the inactive customer.
*Sync – this will record the QB action and will set the merged customer in SME to Inactive.
*Merge the customer in SME – This will move all of the historical info to the merge customer and will leave the merged customer as inactive. (You can delete the customer once it has been merged). Note: The only change to historical data in SME is the Billing/Parent UID is replaced on the merged records. All address info, etc. remains as originally entered.