Managing Customers

Overview

Customers are at the heart of your billing. Each customer record tracks who owes you money, what services they use, and how you communicate with them.

This guide shows you how to:

• Add and manage customer accounts
• Handle status changes and billing cycles
• Use automated actions for common tasks
• Troubleshoot issues quickly
• Build strong customer relationships

Quick Start

Most Common Tasks

Add a new customer → Add menu > Customer OR Main Menu > Add New Customer (5 minutes) Find a customer → Use SmartSearch with account number or name (instant) Drop a customer → Customer page > Actions > Drop Customer (2 minutes) Send final bill → Customer page > Actions > Final Bill Customer (2 minutes) Generate portal PIN → Customer page > Expert Mode > Generate PIN (instant for Stats Site access) Create a TODO → Customer page > Add menu > TODO (1 minute)

Understanding the Customer Page

When you open a customer record, you’ll see:

Left side (or top): Customer details including contact info, billing settings, and status
Right side (or bottom): Quick summaries of their numbers, recent invoices, and payments

Enhanced mode adds detailed tabs when you need to dig deeper.

Finding Customers

SmartSearch

The SmartSearch box in the left-hand menu allows you to quickly find customers by:

• Account number
• Customer/company name
• Email address
• Phone number

Simply enter your search term and press Enter or click the SmartSearch button.

QuickSearch

For more advanced searching, use QuickSearch to find customers by:

• Status (Active, Dropped, etc.)
• Payment method
• Billing cycle
• Account manager
• And many other criteria

Managing Customer Records

Adding Customers

Before you start, make sure you have:

• Customer details (name, address, email)
• Chosen the right default template
• Decided on billing cycle and payment terms

To add a new customer:

1. First, check the customer doesn’t already have an account using SmartSearch or QuickSearch
2. Click “Add New Customer” from the main menu OR click Add menu > Customer
3. Enter the customer details in all the sections you need
4. Press the “Save” button
5. You’ll be shown the customer details page where you can confirm everything is entered correctly
6. Optionally, add numbers that belong to this customer to their account
7. Optionally, add any features that belong to this customer

Modifying Customers

To edit an existing customer:

1. While viewing a customer, click the “Edit” button
2. Make your changes
3. Press the “Save” Button

Important: If you alter the VAT rate, the VAT on unbilled transactions will be updated. If you alter the status, the platform might update numbers and features linked to this customer.

Managing Customer Status

Customers can have different statuses:

• Active: Billed as usual
• Active - Do Not Bill: Charges build up but no invoices sent yet
• Final Bill: Used to wind down an account gracefully
• Dropped: Billing stopped immediately - no new charges added

Your system administrator can customise how these statuses work.

Deleting Customers

Delete customer records when they’re no longer needed for business or legal purposes. The platform’s automatic rules help you follow data protection laws.

To delete a customer:

1. Ensure the customer is dropped
2. Click Actions menu > Delete
3. The customer will be marked for deletion in 30 days
4. After this period, all customer data is permanently removed - including numbers, invoices, payments, call records, and all related information

Customer Information Sections

Contact Details

This section stores the basic contact information for your customer, including names, company details, address, contact numbers, email addresses, and website information. These details are used for communication and appear on invoices.

Account Details

Account Details contain essential information about the customer’s account setup, including account numbers, billing cycle, account manager, language, currency, payment methods, VAT settings, account status, contract dates, and security information. These settings determine how the customer account functions within the platform.

Customer Profile

The Customer Profile section holds business and company information such as registration details, incorporation data, SIC codes, industry classification, Companies House status, associated products, and financial information. This helps you understand your customer’s business context and requirements.

Duplicate Checking

When adding new customers, this section helps you identify potential duplicate accounts in the system to prevent creating multiple records for the same customer. The platform can automatically check for matching names, addresses, or contact details.

Default Tariff Details

These settings define the default tariffs applied to this customer for various services and call types. When new numbers are added to the customer account, these tariffs will be automatically applied unless overridden at the number level.

Commission / Lead Details

This section tracks sales and commission information including dealer associations, sales representatives, commission holders, lead sources, and sale categorization. This information is vital for sales tracking, commission calculations, and understanding customer acquisition channels.

Frontend Access

Control what the customer can access in the self-service portal, including login permissions, enhanced features, and profile settings. This determines what information and functionality will be available to the customer when they log in to the frontend or MyAccount portals.

Billing Details

Configure how the customer is billed, including empty and low invoice handling, bill styling, invoice messaging, report configuration, credit control settings, and payment collection options. These settings control the appearance and handling of invoices for this customer.

System Information

Customer Actions

Customer Actions handle complex tasks that would otherwise need many manual steps. Each action handles all the details - updating related records, calculating charges, and keeping records.

Quick Action Reference

Using Customer Actions

Access actions from the customer page via the Actions menu. You can also trigger them through the API for bulk operations.

Action Details

Final Bill (Recommended for Cancellations)

Sends a final invoice and gracefully closes the account once all payments are received. This is the standard way to cancel customers.

When to use: Customer cancellations, contract ends, business closures

Required:

• Final Bill Date: The billing end-date - last date charges apply

Optional:

• Cancellation Notice Given: When customer notified you
• Status Reason: Why account is closing

What happens:

• Charges/refunds calculated to ensure billing ends on your chosen date
• Final invoice generated in next billing run
• The platform automatically drops the account when balance reaches zero
• Additional “final” invoices may appear if late call traffic arrives
• Clean audit trail for account closure

Important: This handles billing only - you still need to disconnect services with your provider.

Drop Customer

Immediately stops all billing. Use when you need to stop charges right away and will handle any final invoice manually.

When to use: Urgent stops, non-payment, immediate cancellation needed

Required:

• Drop Date: When to stop charges (calendar picker)

Optional:

• Cancellation Notice Given: When customer notified you (may trigger notice period charges)
• Status Reason: Why they’re leaving
• Ignore Traffic Type: How to handle remaining calls

What happens:

• Billing stops on the drop date
• Credits issued for any overcharged periods
• Numbers and features deactivated for billing
• No automatic final invoice - raise manually if needed
• No more usage charges (even for calls in service period)

Important: This handles billing only - you still need to disconnect services with your provider.

Example: Customer calls 15th January to cancel on 31st January → Set Drop Date: 31/01/2025, Notice Given: 15/01/2025

Reinstate Customer

Brings a dropped customer back to active status. Can restore their numbers and features for billing.

When to use: Customer returns, payment received to clear old debt, drop was a mistake

Required:

• Reinstate Date: When to resume billing

Optional:

• Also Reinstate Numbers/Features Dropped On: Use this for numbers/features that were manually dropped before the customer was dropped
• Status Reason: Why they’re returning

What happens:

• Customer becomes active from reinstate date
• If reinstate date given: numbers/features automatically dropped with the customer are reinstated
• The “Also Reinstate” option handles items dropped manually on other dates
• Past dates create backdated charges

Important: This handles billing only - you still need to reconnect services with your provider.

Tip: Check prices haven’t changed if reinstating after a long gap

Generate PIN

Creates a simple access code (PIN) for customers to access the Stats Site portal without email/password setup.

When to use:

• Quick portal access needed (Stats Site)
• Customer won’t use email authentication
• Temporary access while setting up properly
• Supporting less technical customers

How it works:

• Click Generate PIN
• System creates code
• Customer uses account number + PIN to log in to Stats Site

Remember:

• New PIN replaces old one
• Share PIN securely
• This is for Stats Site access only (not MyAccount)
• Different from email verification PINs
• Consider MyAccount for customers who need payment features

Shared Contacts Management

Link one contact to multiple customer accounts - perfect for corporate structures.

When to use: Same person needs access to multiple accounts, corporate account structures

Add Shared Contact:

• Required: Select existing contact from dropdown
• What happens: Contact gains access to this customer account
• Benefit: Update contact details once, changes apply everywhere

Remove Shared Contact:

• Required: Select contact to unlink
• What happens: Contact loses access to this account (still exists for other accounts)

Xero Integration

Connect customers to your Xero accounting for automatic syncing.

When to use: Syncing with Xero accounting, automating reconciliation

Link to Xero:

• Required: Xero Contact ID (copy from Xero)
• What happens:
  • Invoices sync automatically to Xero
  • Payments tracked both ways
  • No more double entry

Unlink from Xero:

• When to use: Fixing wrong links, changing accounting systems
• What happens: Stops syncing but keeps all existing data

Restore Calls

Recover accidentally deleted call records.

When to use: Deletion mistakes, audit needs, billing disputes

How it works:

• Click the action
• System restores all recently deleted calls
• Calls become visible again in reports

What happens:

• Deleted calls return to active status
• Charges only apply if the number was billable when the call was made
• Only works for calls within the retention period

Limitations:

• Cannot restore calls deleted beyond retention period
• Billing depends on number status at time of call

Write Off Debt

Clear uncollectable balances with proper accounting.

When to use: Collection failed, amount too small to pursue, goodwill gesture

Required: Customer must be dropped first

What happens:

• Creates credit note for exact outstanding balance
• Account balance goes to zero
• Full audit trail maintained
• Updates bad debt reports
• Clean account closure

Benefit: Proper accounting treatment for uncollectable debt

Generate Payment Links

Creates payment URLs that customers can use to pay by card or set up a direct debit without logging into MyAccount.

When to use: Sharing a quick payment link by email or message, chasing overdue balances, customers who don’t have a MyAccount login

Required: Customer must have a MyAccount profile assigned

How it works:

• Open the customer’s Actions menu and click Generate Payment Links
• The platform creates the links and shows a table with Type, Provider, and a clickable Link for each method

Available link types (depends on MyAccount profile and provider setup):

• Card Payment (Stripe) — pay an invoice by card
• Direct Debit Setup (GoCardless) — set up a new direct debit mandate
• Instant Bank Pay (GoCardless) — one-off bank payment, only available when the customer owes more than £1.00

What happens:

• If the customer already has a payment link key, the same key is reused
• Links work without the customer needing a MyAccount login
• If no payment methods are enabled for the customer’s profile, a “no links available” message appears

Tip: Copy the link and paste it into an email or message. The customer clicks the link, completes payment, and you’re done.

TODOs and Task Management

TODOs help you track work that needs doing for customers. They appear on customer pages and in your personal TODO list.

Viewing Customer TODOs

When you open a customer record, look for:

Open TODOs (right-hand summary) Active tasks that need attention. Shows:

• TODO subject
• Due date (with overdue warnings in red)
• Who it’s assigned to
• Status

TODOs tab (enhanced mode) Complete history of all TODOs for this customer. View past, present, and cancelled TODOs.

Creating TODOs for Customers

When viewing a customer, use Add menu → TODO.

This creates a TODO linked to the customer. The platform automatically sets:

• Customer field to this customer
• Suggested TODO types based on context

Common customer TODOs:

• Chase payment (Credit Control type)
• Follow up on query (Customer Services type)
• Schedule account review (Account Management type)
• Process billing adjustment (Billing type)

Creating TODOs from Customer Objects

You can create TODOs linked to specific customer objects:

From a number: Add menu → TODO (links to that number) From an invoice: Add menu → TODO (links to that invoice) From a feature: Add menu → TODO (links to that feature)

This gives you context when you work on the TODO later.

Finding All Customer TODOs

Method 1: Customer page Go to the customer → TODOs tab → See full history

Method 2: TODO search TODOs menu → View TODOs → Filter by customer name/number

Method 3: Your assigned list Left sidebar → TODOs menu shows all your assigned TODOs (including customer-related ones)

Best Practices for Customer TODOs

Link to specific objects when possible Create TODO from invoice page rather than general customer TODO. Easier to find context later.

Use appropriate types Pick the right TODO type (Billing, Faults, etc.) to get relevant action suggestions.

Set realistic due dates Base them on customer expectations or SLAs.

Assign to right person If you create a TODO for someone else to handle, assign it to them.

Log your progress Use Update Progress to record what you’ve done, even if not finished. Helps colleagues if they need to pick it up.

Use TODOs for promises If you promise a customer you’ll call them back Thursday, create a TODO due Thursday.

For complete TODO system documentation, see Managing TODOs.

Default Values

The platform’s default value system speeds up data entry across all record types. For full details about creating, managing, and using defaults, see Managing Default Values in the Getting Started guide.

Main points for customer defaults:

• Save frequently-used customer configurations as named default sets
• The special “New” default loads automatically for new customers
• Create different defaults for various customer types (residential, business, wholesale)
• Combine partial defaults for maximum flexibility

Email Communications

Email is your main way to communicate with customers. The platform provides everything you need for email, from verification to delivery tracking.

For more details, see our email guides:

• Managing Email Addresses - Verification, security, and troubleshooting
• Emailing Customers - Sending, tracking, and formats

Key email features for customer management:

• Automated invoice delivery after billing runs
• Email verification to follow data protection laws
• Multiple format options (short, long, full) per customer
• Full delivery tracking and problem-solving
• Send to many customers at once with reports

Settings and Options

Bill Configuration

You can send invoices in three different formats, based on what your customers need.

Available Formats:

• Short Format: Just the basics - total due, invoice number, and payment instructions. Great for checking on phones.
• Long Format: Includes service breakdowns, charges by category, and tax calculations. Works well for most businesses.
• Full Format: The complete picture with every call itemised, usage graphs, and detailed breakdowns. Essential when customers query bills.

Smart Approach: Email the short version to keep file sizes down, but let customers download the full version from their portal. Customers get what they need without huge email attachments.

Empty and Low Invoice Handling

Small invoices can cost more to send than they’re worth. The platform gives you fine control over when to send invoices and how to handle low values.

Empty Invoice Settings

Control what happens when a customer has no charges at all:

Empty Invoices dropdown:

• Do not produce: Skip the invoice entirely - no invoice created, no email sent
• Produce anyway: Always send an invoice, even if it’s £0.00 - useful for customers who need regular statements
• Add Low Usage Fee of £: Add a minimum charge (enter amount in the value box) - turns empty invoices into paying ones

Empty Invoice Value box: Enter the fee amount when using “Add Low Usage Fee” (e.g., £5.00)

Low Invoice Settings

Handle invoices that have some charges but fall below your minimum threshold:

Low Invoice dropdown (when to check):

• N/A: Don’t check for low invoices - all invoices go out regardless of value
• If invoice value is less than £: Check the total invoice amount
• If call spend is less than £: Check only the telephone usage charges (ignores rentals, features)
• If absolute invoice value is less than £: Check the total, ignoring whether it’s positive or negative

Low Invoice Value box: Enter your threshold amount (e.g., £10.00)

Low Invoice Action dropdown (what to do when below threshold):

• Do nothing: Send the invoice anyway despite being low
• Rollover amount to next invoice: Hold charges until next month - they accumulate
• Add Low Usage Fee of £: Add a fixed fee to every low invoice
• Pad with Low Usage Fee to £: Add just enough to reach your target amount (e.g., £3.50 invoice becomes £10.00 by adding £6.50) - enter your target amount in the Low Invoice Action Value box

Low Invoice Action Value box: Enter the fee or target amount

Common Setups

Standard Business Account:

• Empty Invoices: Add Low Usage Fee of £10.00
• Low Invoice: If invoice value is less than £10.00
• Low Invoice Action: Pad with Low Usage Fee to £10.00

Pay As You Go Customer:

• Empty Invoices: Do not produce
• Low Invoice: If call spend is less than £5.00
• Low Invoice Action: Rollover amount to next invoice

Contract Customer:

• Empty Invoices: Produce anyway
• Low Invoice: N/A (always invoice)

Important Notes

• Final bill customers always get their last invoice, even if empty or low - ensures clean account closure
• Credit balances always generate invoices regardless of settings - customers need to know you owe them money
• Rollover charges appear on the next invoice with their original dates
• Settings apply per customer - configure based on their agreement with you

Portal Access Control

Control what customers can see and do in their self-service portal. The platform offers two different portal systems.

Portal Systems

Stats Site (older system):

• Access via account number and PIN
• Download invoices and view call statistics
• Various reporting options for usage analysis
• Available in Standard or Enhanced versions
• Good for customers who prefer simple PIN access

MyAccount (newer system):

• Access via email address and password
• Download invoices and view account information
• Make payments and set up direct debits
• Single version with consistent features
• Customer contacts (with email addresses) can also access this portal
• Access controlled by MyAccount profiles (configured by your system administrator)
• Can be configured to include Stats Site features (combines secure login with advanced reporting)

Access Levels (Stats Site Only)

The Stats Site offers two permission levels:

Standard Access:

• Basic features like viewing and downloading invoices
• Limited reporting capabilities
• Suitable for most customers

Enhanced Access:

• Full reporting suite with detailed analytics
• Advanced features like custom grouping and unbilled usage
• Ideal for customers who need deeper insights

No Access: Disable portal access completely - customers must contact you directly

MyAccount Profiles

MyAccount access is controlled through profiles that determine what features and options customers can see and use. These profiles are created and maintained by your system administrator and can include:

• Which menu items appear
• What payment methods are available
• Which reports can be accessed
• What actions customers can perform

Contact your system administrator if you need a customer to have different MyAccount capabilities.

Best Practices

• Start customers with standard access and upgrade when needed
• Document who has enhanced access and why
• Use the Stats Site for customers who struggle with passwords
• Encourage MyAccount for customers who want to self-manage payments
• Consider MyAccount with Stats Site features for customers who need both secure access and advanced reporting

Credit Management

Good credit management keeps cash flowing while keeping customers happy. The platform provides tools to monitor and control customer credit exposure.

Setting Up Credit Control

You can set a credit limit for each customer in their Billing Details section. This limit represents the maximum amount they can owe at any time. The system tracks their balance against this limit automatically.

Monitor Usage:

• Run the Credit Limit Report to see all customers approaching their limits
• If your provider supplies daily CDRs, the platform tracks daily usage automatically
• Set up automatic email alerts via the daily report configuration
• Check the Customer Balance shown on each customer page

Taking Action:

• Contact customers before they reach their limit
• Adjust limits up or down based on payment history
• Move problem accounts to prepayment if needed
• Document credit decisions in customer notes

Credit Limit Guidelines

Suggested limits by customer type:

• New Customers: 1-2 months’ expected usage until payment history established
• Direct Debit Customers: 2-3 months’ usage (payment guarantee reduces risk)
• Credit Card Customers: 1-2 months’ usage (can process quickly if needed)
• Corporate Accounts: Match their payment terms plus buffer
• Previous Problems: Minimal limit or require prepayment

When to Review Limits:

• After 3 months of good payment history
• When usage patterns change significantly
• If payment delays start occurring
• During annual account reviews

Troubleshooting Common Issues

Status Change Problems

Customer Still Being Billed After Dropping

Check these in order:

1. Is status “Ex-Customer” not “Final Bill”? (Final Bill keeps billing until paid)
2. Have any manual invoices been raised after the drop?
3. Are there unbilled transactions from before the drop date?

Fix it:

• Check the status is correct
• Review any manual invoices that were created
• Credit any wrong charges
• Check for late-arriving usage from before the drop
• Document what happened in customer notes

Numbers/Features Not Reactivating

Services didn’t come back? Here’s why:

• No reinstatement date given
• Services dropped on different dates than customer
• Only items matching the drop date auto-reactivate

Fix it:

• Check dates match
• Manually reactivate what’s missing
• Backdate if needed
• Add notes explaining why

Customer Portal Access Issues

Login Failures

Customer can’t log in? First check which portal they’re trying to use:

Stats Site issues:

• Check PIN is correct (generate new one if needed)
• Verify portal access is enabled
• Ensure customer status is Active

MyAccount issues:

• Email address verified?
• Password correct? (reset if needed)
• Portal access enabled?
• Customer status is Active?

Quick fixes:

• Enable Portal Access in customer settings
• Generate new PIN (Stats Site) or reset password (MyAccount)
• Send verification email (MyAccount)
• Check customer status
• Verify correct portal URL

Missing Portal Features

Customer can’t see expected features? Check:

• Which portal they’re using (Stats Site has different features than MyAccount)
• For Stats Site: Standard vs Enhanced access level
• Specific permissions enabled
• Profile settings match their needs

Test it: Log in as them (test account) to see what they see

Best Practices

New Customer Setup

Setting up customers correctly from the start prevents problems later. A good setup means fewer support calls, smoother billing, and happier customers.

Step 1: Choose the Right Template Start with the appropriate default template for your customer type, for example:

• Residential: Standard consumer settings, monthly billing, basic portal access
• Business: VAT registration, purchase orders, enhanced reporting
• Wholesale: Higher credit limits, special tariffs, bulk features

Using the right template saves time and ensures consistent settings across similar customers.

Step 2: Welcome Communications Send a welcome email immediately after setup. Include:

• Their account number (they’ll need this for support calls)
• Email verification link (required for data protection)
• Portal login instructions (Stats Site PIN or MyAccount details)
• Your support contact details
• What happens next in their setup

This first contact sets the tone for your relationship and reduces “where’s my login?” calls.

Step 3: Configure Billing Match billing settings to customer expectations:

• Billing Cycle: Monthly works for most; quarterly suits stable, low-usage accounts
• Payment Terms:
  • Credit cards: 3-7 days (process quickly)
  • Direct debit: 10-14 days (allows for bank processing)
  • Corporate accounts: 30 days standard, more if contractually agreed
• Invoice Format: Start with Short format for convenient emails; switch to Full if more detail is required

Step 4: Enable Access Don’t wait for customers to ask for portal access. Enable it proactively:

• MyAccount for payment management and modern interface, with access to Stats
• Stats Site only for simple needs or PIN preference

Step 5: Test Everything Before the first billing run:

• Send a test email to verify delivery
• Confirm payment method is set up
• Review all settings one final time

Handling Changes

Changes happen constantly - customers move, payment methods change, contracts end. The platform helps you track everything for compliance and clarity.

Document Everything That Matters Use the built-in tracking features for every significant change:

• Update Reason dropdown: Select why you’re making the change (provides audit trail)
• Update Details field: Add context like “3-month discount approved by Sarah” or “Moving to new premises 15/03”
• On Behalf Of field: Record if you’re making changes for another team member

This documentation helps when customers query changes months later or during audit reviews.

Regular Maintenance Tasks Schedule monthly reviews to catch issues early:

Credit Limit Review:

• Run the credit limit report
• Look for customers approaching limits
• Adjust based on payment history
• Contact customers before they hit limits

Email Health Check:

• Review bounce reports for failed deliveries
• Contact customers with invalid emails
• Update addresses before next billing run
• Verify new addresses immediately

Contact Information Audit:

• Check for missing mobile numbers
• Update old postal addresses
• Verify decision-maker contacts
• Remove staff who’ve left

Critical Date Fields Some dates control multiple processes:

• Dropped Date: Stops billing, ends services, triggers final processes
• Contract End Date: May trigger notice periods or auto-renewal
• Payment Due Date: Affects credit control and service restrictions

Double-check these dates - they cascade through the system.

Keeping Things Running Smoothly

Preventive maintenance reduces emergency fixes. Set up quarterly reviews to maintain data quality and catch problems early.

Quarterly Account Reviews

Dormant Account Check:

• Run usage reports to find zero-activity accounts
• Contact customers to verify they still need service
• Move truly dormant accounts to suspended status
• Consider final billing for long-term inactive accounts

This frees up numbers and reduces unnecessary invoicing.

Data Quality Audit:

• Email Addresses: Find and fix missing or invalid emails before they cause invoice delivery failures
• Contact Details: Update phone numbers, postal addresses, and key contacts
• Financial Information: Verify VAT numbers, check credit limits match current usage
• Account Notes: Archive old information, ensure current notes are relevant

Maintain Professional Standards

Data quality affects your business image:

• Name Formatting: “John Smith” not “JOHN SMITH” or “john smith”
• Company Names: Match Companies House records where possible
• VAT Numbers: Validate format and check against HMRC where applicable
• Notes and Comments: Professional language only - remember these may be seen by customers

Key Metrics to Monitor

Track these monthly to spot trends:

• Email Verification Rate: Below 80% suggests onboarding issues
• Portal Usage: Low usage might indicate access issues
• Support Tickets: Recurring themes show where to improve

Use these metrics to guide process improvements.

Managing Risk

Protecting your business while maintaining customer relationships requires balance. The platform provides tools to manage risk without being heavy-handed.

Credit Limit Strategy

Set limits based on customer profile:

• New Customers: Start low (1-2 months’ expected usage), increase after payment history established
• Direct Debit Payers: Higher limits acceptable due to payment guarantee
• Corporate Accounts: Match their payment terms plus one month buffer
• Previous Bad Debt: Minimal limits or prepayment only

Review limits when:

• Payment patterns change
• Usage significantly increases
• Customer requests increase
• Annual contract reviews

Early Warning Systems

Catch problems before they grow:

• Daily CDR Monitoring: If available, set up alerts for unusual usage spikes
• Credit Limit Alerts: Email notifications when customers reach 80% of limit
• Payment Pattern Analysis: Watch for customers who usually pay promptly starting to delay
• Service Restriction Warnings: Give customers notice before restricting services

Compliance and Data Protection

The platform helps you stay compliant:

• Email Verification: Required before sending personal data - the system enforces this
• Audit Trails: Every change is logged with who, when, and why
• Update Reasons: Dropdown selections create consistent audit records
• Data Retention: Automatic deletion policies remove old data appropriately

Never work around these controls - they protect both you and your customers.

Building Relationships

Long-term customer relationships drive sustainable business. Use the platform’s features to maintain meaningful contact.

Proactive Communication

Keep customers informed:

• Price Changes: Give maximum notice using bulk email tools
• Service Updates: Share improvements that benefit them
• Anniversary Messages: Acknowledge long-term customers on renewal dates
• Usage Alerts: Warn about unusual patterns before bills arrive

Use the platform’s email templates for consistent, professional communication.

Problem Resolution Process

When issues arise, follow this process:

1. Immediate Acknowledgment: Use the notes or tickets feature to record when customer contacted you
2. Set Expectations: Tell them when they’ll hear back, record this in the account
3. Regular Updates: Even “still investigating” is better than silence
4. Document Resolution: Use Update Details to record what was done and why
5. Follow Up: Check satisfaction a week later, note the outcome

Adding Value Beyond Billing

Become their trusted telecommunications advisor:

• Bill Analysis: Use reporting tools to show usage patterns and savings opportunities
• Tariff Reviews: Annually check if they’re on the best rates for their usage
• Service Recommendations: Suggest features that match their business needs
• Industry Updates: Share relevant regulatory or technology changes

The platform’s reporting tools help you provide insights customers can’t get elsewhere.

Keep Improving

Continuous improvement keeps you competitive. Use the platform’s features to streamline operations and enhance service.

Regular Process Reviews

Quarterly improvement sessions:

• Default Templates: Do they still match your customer types? Update based on common modifications
• Complaint Analysis: Group support tickets by theme - what keeps coming up?
• Time Wasters: Which tasks take longest? Can they be automated or simplified?
• Feature Adoption: Are you using all available tools? Check the What’s New page for new capabilities

Automation Opportunities

Reduce manual work:

• API Integration: Connect your CRM or provisioning systems
• Bulk Operations: Use import/export for mass updates
• Action Automation: Set up triggered emails for credit limit warnings
• Report Scheduling: Automate daily/weekly/monthly report delivery

Each automation saves time for more valuable customer interaction.

Team Development

Build platform expertise across your team:

• Weekly Tips: Share one new feature or shortcut in team meetings
• Document Solutions: When someone solves a tricky problem, add it to your internal wiki
• Pair Training: Have experienced users train newcomers hands-on
• Celebrate Efficiency: Recognise team members who find better ways to work

The platform is powerful - ensure your team uses its full potential.

Advanced Users Only: Manual Status Management

When to Go Manual

Use manual methods only for:

• Testing in development
• Fixing historical data
• Custom workflows Actions can’t handle
• Emergency overrides

What can go wrong:

• Limited audit trail compared to Actions
• No automatic notifications to integrated systems
• Some automation may not trigger
• Easy to miss important steps

Manual Dropping

Steps:

1. Edit customer
2. Change status to “Ex-Customer”
3. Set dropped date (or leave blank for today)
4. Save

What happens automatically:

• Numbers and features are dropped on the same date
• Future recurring charges stop
• No further usage charges accrue

You still need to:

• Check for unbilled transactions
• Create final invoice if needed
• Document why you used manual process

Warning: You lose the audit trail and notifications that Actions provide

Other Manual Operations

Manual Final Bill: Change to “Final Bill” status, set end date, watch for issues

Manual Reinstate: Change to “Active”, set reinstate date, manually fix each service

Key tip: Document everything - what you did, why, and what happened

Never Go Manual For

• Money matters: Final bills need perfect accuracy
• Audits: Actions create proper trails
• Integrations: External systems expect Action notifications
• Bulk changes: Use API with Actions, not manual edits

Moving Away from Manual

If you’re still doing things manually:

1. Document your current process
2. Find what Actions can’t do
3. Ask support for new features
4. Test Actions on safe accounts
5. Switch everything over

Bottom line: Actions are the right way. Manual is a last resort.

Related Guides

• Managing Email Addresses - Email verification and troubleshooting
• Emailing Customers - Sending invoices and tracking delivery
• Managing Default Values - Setting up templates for quick data entry

Need Help?

Common questions: Check the troubleshooting section above
API integration: See the API Documentation
Training: Contact your account manager
Support: Use the in-platform support tools