Customers and organisations
Record the customer's sites
Keep each place where a customer has your products installed - its address and map pin, access notes, contacts, equipment, covering contracts, open requests and visits - on one page.
3 min readLast updated
In this article
A site is a place where a customer has your products or systems: a building, a branch, a factory, a project location. Recording sites lets your service team know where to go, whom to ask for at the gate, what is installed there and whether it is covered.
Add a site
Open CRM › Customers › Sites and select Add site.
Choose the Account: the customer's organisation. It cannot be changed later, because the account's service contracts decide what covers the site.
Type the Site name and, if needed, the Site name (Arabic). Choose the Site type and, when the site belongs to one, the Project; this customer's projects are listed first.
Fill the Address and place the pin on the map.
Write Access notes for the technician: opening hours, the gate, the person to ask for, safety rules.
Keep the site Active and select Save.
The site gets a Site no., which is also how equipment imports refer to it.
The site page
Select the site number in the list to open it.
The header counts the site's Customer equipment, Covering contracts and Open tickets.
Tab | What it holds |
|---|---|
Overview | The site's details and its location on the map. |
Contacts | The people at this site. Add a contact, give a Role (for example the facility manager) and mark one Primary contact. Removing a contact from the site keeps the contact itself. |
Customer equipment | The devices installed here, as a tree of main units and their parts. See customer equipment. |
Service contracts | The contracts that cover this site, including those Not in effect today. |
Open tickets | The site's open service requests, with a link to all of them. |
Service visits | Planned and completed visits to the site. |
Documents / History | Files such as drawings, and every change to the site. |
Sites also appear on the organisation page, on its Sites tab.
The site status
The status is worked out by the system:
Under contract when an active service contract covers the site today;
Under warranty when at least one device is still in warranty;
Active or Inactive otherwise.
A contract covers a site when it lists the site, or when it lists no sites or equipment at all, which covers every site of the account. The status is refreshed when a contract changes, and every night.
Common questions
The customer moved a branch. Do I edit the site? If the equipment moved too, edit the address. If the old place is closed, make that site inactive and add a new one, so the history of each place stays correct.
Why does a site show Under warranty though no contract covers it? At least one device on the site is still within its warranty dates.