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Deian Isac
Head of Agency Success

Tips on How to Keep Track of Clients Information

A growing list of clients quickly becomes hard to manage. You have unpaid invoices to track, need to respond to client messages, and want to follow up on those leads you reached out to. As your business grows, you need tools that help you every step of the way, and make mundane tasks easier.

Do you still send out regular payment reminders, follow up with clients because they haven’t provided project details, and manually chase potential customers based on a spreadsheet client list? If so, you’re doing a lot of manual work that could be automated.

Let’s look at different scenarios and tools you can make use of.

Why and how to keep track of clients information

Running a business is all about client relationships and meeting client expectations. If you promise to deliver a service in a certain amount of time, being late, loosing client files, or forgetting to send a follow-up email causes mistrust in your business. Eventually, clients will stop purchasing your services, or cancel their recurring service subscription.

Customers leaving a business happens more often than one would think. Don’t just take my word for it, as this study shows, one out of three customers might leave a company based on one bad experience.

PwC study When do consumers stop interacting with a brand they love

To ensure that your clients are happy, and you deliver a consistent service quality, you need to keep the following things in mind:

  • Make it easy to have access to all information in one place, for instance by using a client portal.

  • Files should be linked to orders and be easily accessible without having to search for them.

  • Nobody enjoys asking for invoices, so they should be automatically generated and sent to the client.

  • All client communication should be tracked and organized so that you can refer to it if needed.

  • The amount of information about your clients grows the longer they are loyal to your company.

Being able to easily reference all sorts of information makes you a good agency owner who can deliver work faster, of higher quality, and to higher client satisfaction.

Best way to keep track client information for different scenarios

Let’s look at the best ways to keep track of your clients and their information.

Files

How often have you pulled out your hair looking for that one file your team needs right now? Even if you’re the master of organization, maybe you’ve put it in the wrong place, and don’t remember the file name. Or, you sent it via email and it’s been lost because the email has been deleted.

There are many ways to organize client files. With tools such as Google Drive or Dropbox, you could create a folder for each client, then organize the files into sub folders based on days or specific tasks. Still, the files will be in a different place than the rest of the client related information–and that causes issues.

Files are attached to orders in SPP

With SPP, all files are attached to a ticket or order so that you can easily find them. Plus, the file manager allows you to search for files by date, order, ticket, or client. Another big advantage is that you don’t need to play around with permissions.

Invoices

For productized services, invoice creation should be automatic. When a client purchases your services they expect to get an invoice in their email. Ideally, the invoices are also available (in a client portal) so they can download them again if needed.

That being said, sometimes you need to create an invoice manually. Maybe an old customer is looking for a more custom solution that you’d like to provide. You create the invoice, send it to them–but how do you track the payment now? If the invoice remains unpaid, you have to follow up manually. This creates friction, costs time, and doesn’t help with your customer relationship.

Modern invoicing solutions take some of this burden off your hands by tracking payments and sending automated follow-ups. The same goes for SPP as we send unpaid invoice reminder emails.

Customer lifetime value

The best thing about having your entire payment history in one place is that it allows you to keep an eye on your customer lifetime value. If your invoices are tracked via the client portal, and the payment processing is automated (via Stripe or PayPal), you can see exactly how much a client has spent.

In Service Provider Pro, this information is available on the client profile. You can send the data via our API to your CRM, and use it to trigger targeted email marketing campaigns.

Client revenue report in SPP

Besides the total client spending information, you can also view revenue reports by client for a specific date period. This helps you keep track of your biggest spenders and ensures that there are no client retention issues.

Communication

Email communication isn’t the most reliable way to get things done when you have dozens of clients and team members. There’s always the possibility that an important message is not answered quickly enough, or worse, it ends up in spam.

With the use of a client portal, the entire communication with your team, clients, and collaborators is in one place. You can tag colleagues in a note inside an order, ask clients questions, and send them files.

Our integrated helpdesk allows you to keep orders separate from other topics, such as general inquiries, or lead generation. You could even make the communication one-way and disable client replies in orders altogether, and rely solely on tickets.

Tools to keep client information safe

Now that you have a general idea of what to keep track of when it comes to client information, let’s look at a few tools that can help you get things done.

Client portal

I’ve mentioned the client portal before, but it’s one of the best ways to keep track of clients as everything is in one place: invoices, orders, messages, and files.

SPP client portal dashboard

Modern client portals such as Service Provider Pro even allow you to display external data in your portal. For instance, with the template editor, you can embed external pages such as Google Data Studio reports, Google Drive, or any other page that can be iframed.

Your clients will no longer have to bookmark five different pages as everything can be accessed from a single source.

CRM

SPP is not a customer relationship management tool, however, we can hold the most important information about your clients (name, billing address, custom data).

If you need more than that, you can still use one of the popular CRM tools and connect it to SPP via Zapier or our API. Modern CRM software shows you a view of the entire customer journey, from the moment they came in contact with you until they made a purchase.

This only works if you connect the CRM with other tools, such as your client portal and email marketing tool. Data from all platforms will be gathered in displayed inside the CRM to get a big picture view of the client journey.

Sales pipeline

Most productized services don’t have a sales team but they do have a sales automation in place (for outreach) that generates inbound opportunities. Tools such as Hubspot can help your team track sales opportunities of individual contacts every step of the way without the use of spreadsheets.

Ideally, the tool allows you to create a deal pipeline where you add every opportunity the sales automation generated. Once a lead becomes very interested in your service, you could create a Lead account in SPP.

This will help your team visualize the sales pipeline because they’ll see exactly at which point the lead became a client (after purchasing a service). With the data at hand, it’s easier to measure the success of your sales campaigns.

Email marketing

Email marketing automation should play nicely with your sales, CRM and client portal software. If all of them are connected, you can set up sophisticated funnels that target your clients and leads at the right time.

For instance, if you allow leads to sign up to your SPP client portal, they become a Lead. The moment they sign up, you could add them to your email marketing tool (MailChimp or ActiveCampaign), and add tag them as “lead”. As soon as they make a purchase, you tag them as a client.

SPP email marketing integrations

For leads, you can set up a campaign that introduces them to your company, informs them about your services, and slowly nurtures them until they make a purchase. A different funnel should target clients, trying to upsell them on your recurring billing service.

To keep your deliverability high, make sure that you ask clients to opt into email marketing as explained in our help center.

Automations

To make the entire client management process and dealing with client information easier, you can use no-code automations tools such as Zapier. The possibilities are almost endless, but here are a few ideas to automation updating client details with Zapier, webhooks, and our API:

  • segment your clients or add custom data with the use of CRM fields

  • add checkboxes for each service you offer

  • when an invoice is paid, use the invoice.paid webhook with our API to update the checkbox CRM field

The above automation helps you know exactly which services your clients have bought, allowing you to target them based on that information. Someone who’s purchased service A, B, C and D could be offered service E via an email marketing automation.

Closing thoughts

Keeping track of client information isn’t a daunting task anymore thanks to modern tools you can make use of. Instead of saving everything in a spreadsheet, you’re able to leverage software such as a client portal and CRM to sync every piece of information between them. This allows you to target clients, making your service offering more personalized.

Ready to give it a try?

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