Customers

Customer records keep contact details, addresses, work, sales documents, messages, and activity together. The customer list is available to web users with customer access. Consultants see customers assigned to them.

Create a customer

Before you begin, make sure your organisation has at least one configured customer status.

1. Open Customers.
2. Click Add customer.
3. Enter the required Name and Address.
4. Choose the Customer type. Select Individual for a person or household, or Association for an HOA, body corporate, strata, or similar organisation. An individual can also be linked to an existing Association. See Customer associations.
5. If the work will happen somewhere else, enter a Build Address. Click Copy address when the build address is the same as the main address.
6. Enter the email and phone number when available. Neptune uses these details to create the first Primary contact.
7. Choose a Consultant, or leave No Consultant selected. The assigned consultant controls ownership and access for consultant users and is used in customer filters and reporting.
8. Select a configured Status and, when known, a Source. Use Test customer only for test work; test customers and their proposals are excluded from analytics.
9. Click Save.

Neptune returns to the customer list and shows New customer has been created. If the email or phone number already belongs to another customer in your organisation, use the existing record or change the duplicate detail.

Edit customer details

1. Open Customers and select the customer.
2. In Customer details, click Edit.
3. Change the customer type, addresses, assigned consultant, status, source, or other details.
4. Click Save.

Edit a customer’s email and phone in Contacts rather than in the customer details form. This keeps the communication details attached to the correct person.

Manage contacts and the primary contact

The Contacts section appears in the customer details panel.

1. Click Add to create a contact, or open a contact’s menu to edit it.
2. Enter the contact’s name. Add their email, phone number, and notes as needed.
3. Choose Primary or Secondary under Role, then click Save.

A customer can have only one primary contact. Making another contact Primary changes the previous primary contact to Secondary and updates the customer record with the new primary contact’s email and phone when supplied.

Removing a contact removes that person’s entry from the customer. If the contact has client portal access and you change their email, Neptune asks whether to remove that access. Check the remaining primary contact before sending messages or documents.

Delete a customer

Only administrators can delete a customer.

1. Open the customer.
2. Click More > Delete.
3. Read the confirmation carefully. Neptune warns that the customer, documents, and emails will be permanently removed.
4. Click Delete only when you are certain the record is no longer required.

Deletion cannot be undone from the customer page. If the customer should remain in reports or history, update its status instead of deleting it.

Continue working with a customer

Use the customer tabs for day-to-day work:

• Customer page navigation
• Customer timeline and comments
• Customer uploads
• Messages and emails
• Proposals
• Jobs
• Reminders

Troubleshooting

• If Neptune asks you to select a configured status, ask an administrator to configure customer statuses, then choose one before saving.
• If the address is not recognised, select a complete result from the address suggestions. The selected location is also used to derive the suburb.
• If a consultant is missing from the list, ask an administrator to check that the user is active and can be assigned customers.
• If an email or phone cannot be changed in Edit Customer, edit the primary contact instead.