LoadingLoadingLoadingLoadingThe feature in detail: what a customer record holds, how sites and access notes work, what history builds up against each customer, and what your customers can see and do in their own portal.
A service business doesn't win a customer once — it keeps them for years, one job at a time. Cushty's customer management is built around that: when a customer phones back about a different problem two winters later, the record already shows what was done, what was quoted, what was paid and what was said. Enquiries are tracked in a simple pipeline — open, quoted, won or lost, with a value on each — but the centre of gravity is the work, not a sales process. If you need outbound campaigns and configurable deal stages, that's a different kind of tool; this is the customer side of running jobs.
This page is about how customer management works inside Cushty. If you are earlier than that — working out whether a service business needs a CRM at all, and what kind — the category overview covers what generic CRMs get wrong about operational work.
Read the CRM overview for UK service businessesA customer from eighteen months ago calls about a different issue. The office searches the name, opens the record, and the previous jobs, photos, invoices and notes are already there. The new enquiry is logged against the same customer and booked without asking them to repeat their address.
One commercial customer, forty sites. Each site carries its own address, access notes and on-site contact, and every job across the portfolio sits under the same customer record — so the relationship, the outstanding invoices and the work history stay in one place.
A quote goes out by email with a secure link. The customer opens it, signs on screen, pays the deposit by card, and later pays the final invoice the same way — watching the job's status in their portal in between. No account, no password, no chasing.
A contractor who sends you regular work is not the same thing as a customer — Cushty keeps contractor records separate, with their own billing details and the sites of their end clients, so subcontracted jobs are billed to the right party without polluting your customer list.
Every call and email gets logged as an enquiry with a rough value. The board shows what's open, what's been quoted and what was won or lost — and when work goes elsewhere, the reason is recorded rather than forgotten.
Customer management is the thread through the rest of the platform — these pages cover the operational ends of it.
Book a 30-minute walkthrough and we'll show you the customer record, the sites model and the portal — and import your existing customer list before you go live.
Book a 30-minute walkthrough — we'll show you how Cushty fits your business. No commitment, no contract until you choose to subscribe.
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