The Customer Page

The customer page is where most CRM work starts and ends. It brings the account, its money, its products, its history and the actions you take most often onto one screen, so a routine call does not need three interfaces.

Reach it from the search box at the top of any page, from a queue, or from any record that belongs to the customer.

The header

The customer’s name sits at the top with a sub-line of key account details, and a row of chips beneath it.

Chip	Meaning
Balance	What the account owes. Amber when something is overdue.
Credit	The account is in credit.
Prepay balance	For prepay accounts, shown in place of the balance.
No billing history	A lead with nothing billed yet.
Next contract end or N records out of contract	Links straight into the Renewals Radar filtered to this customer. Needs the Sales section.
Health score	The nightly customer health score, always with its component breakdown in the tooltip so it is never a bare number.

A health chip is absent for customers who have not been scored, and for accounts flagged Exclude From Health Scoring. The absence is the state.

Quick actions

The action bar sits beside the name and follows you across every tab. Each button appears only where you hold the matching add or edit permission, and where the action makes sense for that customer.

Action	What it does
Compose Email	Writes one email to the customer, threaded through a case so their reply comes back to a queue you can work.
Send Statement	Opens Compose Email with the statement type already chosen.
Copy Invoices	The same, for a copy-invoices email. Offered only once the customer has a raised invoice.
New Confirmation	Starts a Confirmation of Instructions.
Record Complaint	Records a complaint on the Ofcom register.
Start Case	Opens a new case.
Add Note	Records a note against the account.
Add Contact	Adds a contact.
New TODO	Raises a customer-linked TODO assigned to you, a colleague or a staffed department.
Log Call	Records a phone call as a note under the Call type.
Edit	Opens the full customer form.

Compose Email and the two statement buttons need the Cases permission as well as correspondence permissions, because the reply lands on a case thread.

The tabs

Which tabs you see depends on your permissions and on which modules are switched on.

Tab	What it holds
Overview	The summary: financial figures, a 24-month spend chart, recent invoices and emails, open cases, open tickets, TODOs, caller verification and the chasing panel.
Timeline	Everything that has happened with this customer, in one feed.
Details	The full customer record, with a rail of recent activity, financials and actions.
Invoices	The customer’s invoices, with Request Credit and Raise Credit Note.
Payments	Payments and collections, with Record Payment, Record Promise and Take Card Payment, plus a Promised payments panel.
Payment methods	Mandates and stored cards, with Generate Payment Links and Take Card Payment.
Emails	Email sent to the customer, with delivery state.
Correspondence	Letters and emails raised through correspondence types.
TODOs	Tasks against the account.
Contacts	The customer’s contacts.
Notes	Notes, including logged calls.
Products	Numbers, services and features.

There is no Tickets tab. Ticket history appears on the timeline and opens the read-only ticket view; open tickets keep their panel on the Overview.

The timeline

The Timeline tab is a single chronological feed of everything that has happened with the customer. Chips across the top filter it to one channel, and Load more pages further back.

The channels are: Emails (with delivery state), Letters, SMS, Cases, Notes, Calls, TODOs, Deals, Chasing, Credit requests, Complaints, Tickets, Enquiries, Verification and Portal.

Two rules govern what you see:

Each channel appears only where you hold the matching permission and CRM section for that customer’s dealer. A Customer Services operator does not see the Sales deal channel.
Another operator’s private email shows on the feed without its subject, exactly as it does elsewhere in the platform.

The Portal channel shows the customer’s own actions, such as signing in and downloading invoices. It needs the data protection customer activity permission.

The same recent-activity list appears as a panel on the Overview and in the Details rail, so a call logged or a note added a moment ago is visible without opening the tab.

Caller verification

The Overview carries a Caller verification panel, which brings the Support PIN machinery onto the page so you can verify somebody without leaving the CRM. You can:

Send a PIN to the customer’s address.
Validate the code they read back, within the usual thirty-minute window.
Generate the customer’s secure PIN.

Each event is recorded on the Verification timeline channel. The panel needs the email-address edit permission.

The chasing panel

For operators holding the Credit Control section, the Overview shows where the customer stands with chasing:

An open chase case shows its stage, next action (marked “(due)” once reached), overdue amount and owner, with a link to open the case.
A customer marked Do Not Chase says so.
An overdue customer with no open case offers a pipeline dropdown and a Start chasing button, if you can add chase cases.
Otherwise it reads “Nothing overdue.”

Products

The Products tab lists the customer’s numbers, services and features. Where your permissions and the product’s own status allow, numbers and services carry Suspend and Unsuspend buttons, and the number record page offers Divert for expert users. These run the unchanged backend actions and forms, so the result is identical to doing it in the billing platform.

Customers for the full customer field reference and the billing lifecycle actions.
Financial figures on a customer for what the balance, overdue and spend figures mean and the access each one needs.