A CRM is a system for managing all interactions with current and prospective customers. In field service, a CRM stores customer contact details, property information, service history, communication logs, estimates, invoices, and notes. It replaces scattered notebooks, spreadsheets, and memory with a single searchable database accessible to the entire team.
When a repeat customer calls, the office manager pulls up their CRM record to see the property address, past service dates, preferred payment method, and a note that the back gate code is 4521.
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