Customers

What is a customer?

In enrutar, customers are the people or entities with whom you conduct your business activity. A cleaning company could have individuals as customers (each person would be a customer in enrutar) or a hotel chain (the hotel chain would be the customer and would have multiple contact persons and locations).

An important point to understand is that the customer will serve as a filter when searching for Work Orders, Documents or reports, so it is recommended to group the addresses and contact numbers of large customers into a single customer record, and then specify these details at the work order level.

Creating customers

To create a customer navigate to Customers > Create Customer. You can get here:

• By clicking the + Create Customer button from the Customers screen.
• From any dropdown where you can search for a customer, for example when creating a work order. If you search for a customer name that doesn't exist, a Create Customer button will appear.

Once on the customer creation screen you will need to provide a name (required). Additionally, you can optionally add the following data:

• Identifier: A unique code that will identify the customer. Some people use this field for their tax ID or business registration number. If left blank, our Identifier System will be used.
• Phone numbers: You can add multiple phone numbers, each with its own label for identification.
• Emails: You can add multiple emails with labels.
• Addresses: You can add multiple addresses, each with its own label if desired.

When finishing the creation of a customer you can click Save and create another to facilitate navigation if you are creating many at once.

Fiscal identity

Fiscal identity stores the customer's Legal name, Tax identifier type and Tax identifier separately from their internal identifier and delivery contacts. When you choose Spanish NIF or EU VAT number, enrutar checks the format while you type and shows a green or red indicator. This is an advisory format check: it does not confirm that the number is registered, and you can still save the value.

Importing customers

You can import customers in bulk from the Customers screen:

1. Go to Customers > Import.
2. Drag and drop the file or select it manually.
3. Accepted formats: .csv, .xlsx or .xls.
4. Review the column mapping and confirm the import.

The importer allows you to load hundreds of customers at once and maintains the phone, email and address formats defined in the file.

The importer avoids creating duplicate customers by phone number. If a valid number in a row already belongs to a customer, either an existing customer or one created by an earlier row of the same file, the row is added to that customer instead of creating another one. Numbers are compared using the format of the organization's country, so 600 000 001 and +34 600 000 001 count as the same number.

When a row is added this way, only new details are added: additional phone numbers, the email address and the addresses the customer did not have yet. The name, external identifier, tags and main address do not change. If the numbers in a row belong to two different customers, that row fails without changing anything; review those customers or merge them before importing it again.

Merging duplicate customers

Users with Management or Full Access can combine two customer records in the same organization:

1. Open the customer record you want to keep.
2. Choose Merge customer from the actions menu.
3. Search for the duplicate customer to merge into that record.
4. Review the data to move and confirm with Merge.

Phone numbers, email addresses, addresses, tags and links to jobs, conversations, activities, messages and comments are moved. The destination keeps its existing main details; they are not replaced with those of the duplicate.

Identical active phone numbers and email addresses are deduplicated; addresses are duplicates only when their stored text matches exactly. Contact details already saved on work orders are not rewritten. If both records have an active conversation for the same number, the source conversation is resolved and its history is preserved; messages are not concatenated into one thread.

This action is irreversible. The selected source customer is deleted after its data is moved. Check which record you will keep before confirming.

Customer tags

You can assign Customer Tags to your customers to classify them and find them more easily. Tags also work as a filter on the Work Orders and Work Reports screens, allowing you to segment activity by customer type.

Working with customers

Here are some tips to get the most out of customers:

• You can write Comments on the customer record to leave additional information or documents related to the customer. With management or full access, you can also leave management-only comments.
• When creating a work order or an estimate, enrutar preselects the customer's address, phone number and email when there is only one valid option; if there are several, choose the appropriate one.
• You can use the Sidebar to get a customer's context — from here you can access their Work Orders, Appointments, Work Reports, Documents or Conversations. You can also create work orders from here using the page with plus sign button.
• From the customer record's actions menu, use Save contact to download a vCard (.vcf) containing the customer's name, active phone numbers and email addresses, and primary address. Any user with read access to the customer can import it into the address book on their phone or computer.
• You can limit or allow restricted users' access to certain customers, using our Permission System.