CRM & Customers
Build complete customer profiles, manage leads through a sales pipeline, track equipment, and give customers self-service access through the customer portal.
Overview
DramTrade CRM is purpose-built for home service businesses. Unlike generic CRM tools, every customer record is connected to their job history, equipment, invoices, communications, and membership status — all in one place. Your team sees the full picture before arriving on site, and customers can access their own history through the self-service portal at portal.dramwell.ai.
Key Concepts
Customer Profile — A unified record containing contact details, service addresses, communication history, equipment, open jobs, past invoices, and membership status.
Lead — A prospective customer who has not yet had a job completed. Leads move through a pipeline until they convert to an active customer.
Pipeline — A configurable set of stages that tracks where each lead is in your sales or booking funnel.
Lead Score — An automatically calculated score (0–100) based on engagement signals: form submissions, email opens, call history, and quote activity.
Customer Portal — A branded self-service site at portal.dramwell.ai where customers can view invoices, schedule service, review their equipment history, and manage their membership.
Customer Profiles
Each customer record contains:
- Contact details — name, phone, email, preferred contact method
- Service addresses — multiple properties supported, each with its own job history
- Equipment tracking — appliances, HVAC systems, and installed assets with model numbers, serial numbers, install dates, and warranty expiration
- Job history — every service visit with notes, photos, and technician sign-off
- Invoices and payments — full billing history with payment status
- Communications — every SMS, email, and call log attached to the record
- Membership — current plan, billing status, and renewal date
Adding a Customer
Navigate to Customers > New Customer. At minimum, enter a name and phone number. Service addresses and equipment can be added immediately or filled in during the first job visit.
Equipment Tracking
Equipment is attached to a specific service address. For each asset, you can record:
- Make, model, serial number
- Installation date and estimated lifespan
- Last service date (auto-populated from job history)
- Warranty expiration with automated reminder alerts
When a technician completes a job, they can update equipment records directly from the mobile app.
Lead Management
Lead Pipeline
Leads are managed in CRM > Leads. The default pipeline stages are:
| Stage | Description |
|---|---|
| New | Lead captured from web form, inbound call, or manual entry |
| Contacted | Initial outreach made |
| Quoted | A quote or estimate has been sent |
| Follow-up | Awaiting customer decision |
| Won | Lead converted to a booked job |
| Lost | Lead closed without conversion |
Stages are fully configurable under Settings > CRM > Pipeline Stages.
Lead Scoring
DramTrade calculates a lead score automatically based on:
- Recency and frequency of website or form activity
- Email open and click rates
- Number of quotes viewed
- Inbound call or chat history
Leads scoring above 70 are flagged as Hot and surfaced in the priority view. Sales teams can use this to focus follow-up effort on the highest-intent prospects.
Converting a Lead
When a lead is ready to book, click Convert to Customer on the lead card. All contact details, quote history, and communication logs carry over to the new customer profile. No re-entry required.
Customer Portal
The portal at portal.dramwell.ai gives customers secure, self-service access to:
- View and pay outstanding invoices
- Request or schedule service appointments
- Track job status in real time
- Review past service history and technician notes
- Manage membership plan and billing
Customers authenticate via a magic link sent to their email or phone. No separate password management is required on your end.
Branding for the portal — logo, colors, and domain — is configured under Settings > Customer Portal.
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