Customers
A customer record holds everything your team knows about a company or person you move freight for: company details and email addresses, saved locations, contacts, pricing, saved payment methods, messages, and the orders and quotes placed for them. Orders, quotes and invoices are always linked to a customer, so keeping these records tidy pays off across dispatch and billing.
To open the customer list, select CRM in the sidebar. (In the classic interface the same menu item is called Customers.)
The customer list
Each row shows the customer's ID, company name, primary contact, phone, email, main address, star rating and status. A warning icon next to the company name means the customer has no company phone or no email yet. Click a phone number, email or address to copy it, or select a row to open the customer in its own tab.
Use the controls above the list to narrow it down:
| Control | What it does |
|---|---|
| Search | Finds customers by name and other details. |
| Lead switch | When on (the default), the list includes customers set up in Lead mode — individuals rather than companies. Turn it off to hide them. |
| Source | Where the customer came from — see Sources. |
| Pipeline | Lead, Prospect or Customer — see Pipeline stages. |
| Country, State, City, Zip or Postcode | Filters by the customer's main address. |
| Show only unread | Shows customers with messages your team hasn't read yet. |
| Deleted | Shows deleted customers instead of active ones, so you can restore them. |
The buttons at the top of the page let you add a customer (+ New Customer), import or export customers (Export/Import CSV), review Customer Portal sign-ups (Access requests) and invite a selected customer to the Customer Portal (Invite). See Add and edit customers and Customer Portal access.
Pipeline stages
Every customer sits in one of three pipeline stages. You can change the stage by hand on the Company information tab, and RushHour also moves customers forward as work happens.
| Stage | Meaning | Moves forward when |
|---|---|---|
| Lead | A potential customer you have not quoted yet. | A quote or order is created for them — they become a Prospect. |
| Prospect | Someone you are quoting or working with. | One of their orders is closed — they become a Customer. |
| Customer | Someone you have completed work for. | — |
Sources
| Source | Meaning |
|---|---|
| Portal | Created by your team in the Company Portal. |
| Web | Came in through a web form, such as a quote request from a website. |
| Customer signup | Signed up on the Customer Portal and asked for access. |
Inside a customer record
The top of a customer record shows when the customer was added, their status, a star rating you can set, the Broker Account check box, their main phone, email and address, and a summary of their orders and spending. The Invite to Portal button opens the Customer Portal access dialog.
Below that, the record is split into tabs:
| Tab | What you find there |
|---|---|
| Company information | Name, phone, main address, emails and their purposes, sales rep, pipeline and invoice payment terms. See Add and edit customers. |
| Locations | Saved pickup and delivery addresses. See Locations and contacts. |
| Contacts | The people you deal with at this customer. See Locations and contacts. |
| Payment | Saved cards and the customer's invoice history. See Payment methods and credit. |
| Orders | The customer's orders and quotes, with search and a New Order button. |
| Credit | Credit figures and line-of-credit requests. See Payment methods and credit. |
| Inbox | The message thread with this customer. See Customer messages. |
| Pricing Model | A pricing grid just for this customer. See Customer pricing and charges. |
| Additional Charges | This customer's own list of extra charges and prices. See Customer pricing and charges. |
A Notifications tab on each customer for choosing whether that customer receives arrival and departure emails when a driver reaches or leaves their stops, and who receives them.
Permissions
What each person can do with customers depends on the permissions of their role.
| Permission | Allows |
|---|---|
| View Customers from own account | Seeing customers the user created. |
| View customers from other accounts | Seeing customers created by other users. |
| Create customers | Adding new customers. |
| Edit customers from own account | Editing customers the user created, including their additional charges. |
| Edit customers from other accounts | Editing customers created by other users. |
| Delete Customers | Deleting and restoring customers. |
| Export/Import | Importing customers from a file and exporting them. |
Some customer actions are reserved for users with the Admin role: exporting customers, merging duplicates, removing duplicate contacts and locations, and managing Customer Portal access.
Related guides
- Customer Portal — what your customers see once they have access.
- Company Portal overview