Customer management, from first sale to AMC renewal

The problem: the customer file is in four places

A security systems dealer in Vadodara installed sixteen cameras and an NVR at a school two years ago. The invoice is in the billing software. The installation photos are on the technician’s phone. The AMC was agreed on a phone call and noted in a diary. Now the principal calls: one camera is down, and is it still under AMC?

Nobody is sure. The AMC may have lapsed three months ago, which means a renewal worth ₹18,000 was never asked for, and a service visit is about to be done for free.

For a service business, the money is often after the first sale: repairs, add-ons, and contracts that renew every year. That only works if the customer’s history is in one place.

How customer management works in Enkay CRM

Convert a lead into a customer

When a lead is won, convert it into a customer from the lead page. The two stay linked, so you can always see how the customer first came in. Customers can be exported to CSV on every plan.

One record per customer

A customer record holds:

• Name, phone and email
• Company and GSTIN, for GST invoices
• Address and city
• Tags, such as “school”, “builder” or “repeat”, to group customers your own way

The customer page has call and WhatsApp buttons, and lists their quotations, invoices, jobs and AMC contracts together. When the principal calls, you open one page and have the answer.

Jobs: surveys, installations, repairs and maintenance

Create a job for a site survey, an installation, a repair or a maintenance visit. Each job has a checklist (cables tested, recording checked, customer shown the mobile app) and photos taken on the technician’s phone. When it is done, share the job report with the customer, on WhatsApp with the message already written. The customer gets a proper record of the work; you get proof it was done.

AMC contracts that renew on time

An annual maintenance contract is recurring revenue, if it is renewed. In Enkay CRM:

• create the contract for the customer, and its visits are scheduled automatically;
• a renewal reminder appears 30 days before the end, as a follow-up task a month ahead;
• renew or cancel from the contract, so the list of active AMCs is always accurate.

Our post on AMC contracts for service businesses covers how to price them and what to include.

Quotations and invoices on the same record

Every quotation and invoice made for a customer shows on their page, with payments recorded against invoices. For how those work, see quotations and invoices.

Why one record beats four

The point is not tidiness. It is being able to answer a customer in the first call instead of calling back later. Is the AMC active? What did we install, and when? Is the last invoice paid? When those answers are on one page, a service call becomes a chance to sell the renewal or the extra two cameras, rather than an awkward “let me check and call you”. And when a technician leaves, the customer’s history stays with the business.

Who it is for

• Installation and service businesses: CCTV and security, solar, AC and appliance service, water purifiers, lifts, fire safety.
• Businesses that sell AMCs and lose renewals because nobody tracks end dates.
• Teams with technicians in the field who need checklists and photos on their phone, in the browser, without installing an app.
• B2B sellers who need the customer’s GSTIN and company name on every invoice.

What it does not do yet

• No native mobile app. Technicians use Enkay CRM in the phone’s browser and can add it to the home screen.
• No offline mode. Checklists and photos need a data connection at the site.
• No customer portal or login. Customers open the quotations, invoices and job reports you share by link.
• No automatic reminders to the customer. The AMC renewal reminder is for your team, inside the app; you contact the customer yourself.

A day in a service business

Here is how the pieces fit together for a typical installer on the Business plan:

1. A lead is won after the quotation is accepted, and converted into a customer with their GSTIN and address.
2. An installation job is created and given to a technician, who works through the checklist and adds photos from site.
3. The job report goes to the customer on WhatsApp, and the invoice follows with a UPI link.
4. An AMC contract is added; its visits appear on schedule through the year.
5. Eleven months later, a renewal task appears a month before the end, and the renewal is agreed before the contract lapses.

Which plan includes it

Converting leads into customers, customer records and CSV export are available on the Free plan.

Jobs, AMC contracts, quotations and invoices are on the Business plan: ₹499 a month or ₹4,990 a year for the whole business, with unlimited users so every technician can have a login. New signups get 90 days of Business features free. See pricing.

Frequently asked questions

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