User manual: Customers
CRM
- Set up the CRM and its sending paceSwitch the CRM on, give your team the three CRM rights, and set how many messages go a day and when nothing goes.
- Open a customer's record and edit their detailsSee a customer's purchases, group, balance, messages and deals on one page, and keep their e-mail, birthday, tags, notes and next action.
- Record a customer's consent to messagesRecord when and how a customer agreed to, or refused, WhatsApp or e-mail messages. A STOP or an unsubscribe always wins.
- Build a segment of customers and export itSave a filter of customers, such as "spent over 5,000 in 90 days" or "not seen for 60 days", see its live count and download it.
- Send an e-mail campaignWrite a campaign for a segment, preview who it reaches, send yourself a test, and start it now or at a time.
- Read a campaign's resultsSee who received a campaign, who opened its link, who replied, who bought within 7 days and why some were skipped.
- Send campaigns and flows on WhatsAppEarly accessEarly access. Campaigns and flows can go on WhatsApp through your Inbox number, only to customers who agreed.
- Set up automatic flowsSwitch on win-back, birthday, welcome and review-request messages that go by themselves, once per occasion, to customers who agreed.
- Track deals in the pipelineMove business deals from lead to contacted, quote, won or lost, with the owner, next step, files, a Books quote and the win rate.
- Read CRM reports and alertsCampaign and flow results, segment growth, customers slipping away, top customers, and alerts for finished campaigns, quiet customers, stuck deals.
Collections
- Switch on Collections and choose its settingsSwitch on Collections, then set reminders, quiet hours, ageing bands, payment tolerances, grace days, payment details and collectors.
- Work the case queueStart the day from the Collections overview, the My collections today list and the ageing, then open the cases that need you first.
- Work a customer's caseOpen a collection case, read the open invoices, log a call or a note, set the next action, assign a collector and choose how the customer is reminded.
- Record a promise to pay on a caseNote what a customer promised to pay, by when and for which invoices. Reminders wait, and Kluvan marks the promise kept, partly kept or missed.
- Set up reminder sequencesChoose the polite reminders each customer group gets before and after the due day, preview them in every language, then switch reminders on.
- Record a payment or a cheque on a caseRecord what a customer paid as a Books receipt against the right invoices, and follow a cheque until it clears or bounces.
- Send a payment linkEarly accessEarly access. Make a Paymob link for all or part of what a customer owes; the payment is booked as one Books receipt once Paymob confirms it.
- Match bank payments to invoicesTurn money in from your imported bank statements into Books receipts: confirm the suggested customer and invoices, split a payment or keep it as credit.
- Handle failed and unmatched paymentsOne list for every payment that failed or could not be matched: declined charges, refused link payments, bounced cheques and old bank lines.
- Open and resolve a customer disputeRecord why a customer disputes an invoice, stop chasing that amount, then close it with a credit note, a redelivery, a rejection or a write-off.
- Write off a disputed amountClose a dispute by writing off the amount, with an approval when your organisation set a limit for write-offs.
- Put overdue invoices on a payment planSplit a customer's overdue invoices into weekly or monthly instalments, follow the plan, and see when it is kept or broken.
- Share a Collections statementPrint a customer's statement of open invoices, or send them a private link where they see what is due, pay now and stop the reminder e-mails.
- Read the Collections reportsSee what was collected and how, days sales outstanding, promises kept, payments after reminders, write-offs, collectors and dispute reasons.
- Understand the credit book and CollectionsHow the credit book, the Collections workspace and Books invoices relate today, why their ageing can differ, and where to record a payment.
- Switch on the credit book and its remindersSwitch on the credit book, set payment terms and the payment details customers see, and choose when and how its reminders go out.
- See who owes you in the credit bookUse the credit book to see every customer with a balance, how overdue they are, an ageing by 30-day bands, and export the list.
- Note a promise to pay in the credit bookKeep notes on a customer's account and record a promise to pay on a day. The credit book's reminders wait for the promise, then say whether it was kept.
- Send the credit book's remindersWork through the credit book's daily reminder list - send each message from your own WhatsApp with one tap, snooze it, note a promise, or skip it.
- Share a statement from the credit bookPrint a customer's credit book statement or save it as PDF, or send a private statement link the customer opens on their phone. Stop the link at any time.
- Record a payment in the credit bookRecord cash or card a customer paid towards their balance; with Books on it becomes a Books receipt. Print or WhatsApp a slip with the new balance.
- Read the credit book reportSee what customers paid on their accounts in a period, how many paid after a credit book reminder, and how many promises were kept or missed.
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