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Chris Willow
Founder of SPP

How to Keep Track of Clients for Optimized Business Operations

Many businesses fall into the trap of not keeping track of clients, past interactions with them, or organizing their files in a way that’s easy to access. As a company owner, your ability to organize client information directly impacts your agency success.

While there’s a lot of data to keep track of when it comes to your clients, keeping everything organized shouldn’t be that hard. This article will help you build the perfect digital client tracking system that integrates processes and technology, paving the way for long-lasting client relationships.

The importance of keeping track of clients

You should keep track of your clients for various reasons, but the most important one is that it can help you serve them better. Details like call logs, contact information, tasks completed and tasks in progress, or project feedback must be tracked to better satisfy your client’s expectations and requirements.

As an agency founder, your goal is to deliver your clients as much value as possible and ensure customer satisfaction. Sounds pretty obvious, yet many businesses get client relationship management wrong.

The result? They fail to keep track of their progress with leads as their sales team struggles, and their client base grows—a recipe for disaster. Remember, it isn’t only about hooking in new clients every month but also improving your client retention with upsells and repeat transactions.

5 different things you need to track from clients

Keeping track of new customers and projects can easily become cumbersome if you don’t know what to track. In the following section, I explain key data you need to keep track of.

Files

There’s a high possibility that you’ve ended up with a large amount of files and notes all over the place. The worst part? You’re losing several hours of productivity every week, looking for simple everyday client information. I’m certain you have more important things to get done, right?

There are different apps and ways to keep your client files in one place. For example, Google Drive is a free tool that lets you place all files in a folder particularly set up for the individual client. Although Google Drive offers easy file sharing accessibilities and can be accessed from any device, it may not be an effective solution for saving visual assets, for example.

SPP files admin side

With Service Provider Pro, you eliminate the hassle of searching through endless folders for the right client file. SPP gives you one place for all files, making it easy for anyone to find what they need immediately.

Subscriptions

Learning about the clients who’re most loyal to your business and are purchasing on a recurring basis is essential to your growth and scaling. But selling recurring services comes with a lot of tiresome tasks. That’s why you need a subscription management solution that saves all customer records and automates recurring billing.

As your business grows, so will your list of subscribers. The ideal approach to managing multiple subscriptions is doing it all in one place, for example, with the help of SPP. You can easily deal with massive amounts of transactions—cancel, upgrade or downgrade subscriptions.

SPP managing recurring subscriptions

Another noteworthy point is that SPP allows your clients to manage their subscriptions (this feature isn’t enabled by default) and get the information they need without contacting the support team. This, in the eyes of your clients, translates into more control and transparency. After all, 88% of US consumers expect businesses to have an online self-service support portal—meaning you’re two steps ahead with SPP.

Communication preferences

Your client says to follow up in 3 months. How exactly do you make sure they receive a follow-up? Using spreadsheets to keep these details in one place? The problem with spreadsheets is that they don’t provide complete visibility into the client communication history. This makes it complicated to stay on top of follow-ups and touching base with clients.

The solution: Customer Relationship Management, also known as CRM software. CRM solutions help you centralize client communication and contact info—emails, phone calls, appointments, notes, and follow-up items—all in one place.

SPP CRM field builder

Although SPP isn’t a CRM itself, its client portal gives your clients and your internal team members one place where authorized personnel can see all the details needed to streamline the delivery of client work. You’re also able to save custom information in CRM fields, and push data to your CRM of choice using webhooks.

Invoices

Even if you do excellent work tracking client communication and organizing client files, if your invoicing function doesn’t perform properly, you’ll get paid late for your products or services. This will limit the money available you could’ve used to scale your company—which is a real problem. 72% of businesses said that late payments negatively impact their ability to grow their businesses.

SPP track invoice payments

If you don’t want to be among that group, SPP is a reliable bill-tracking software that helps you automate your cash flow management and payment tracking. With Service Provider Pro, it’s easy to create invoices for different currencies (e.g. USD, GBP, etc.), allowing you to work with customers around the globe.

Plus, SPP’s dashboard, you can see unpaid invoices and automate reminder emails directly in the software. You can also create a one-off invoice for a client and add a note to it.

Emails

If you’re in a productized service business, you should be aware of the importance of keeping a list of client emails. Having a systematic strategy in place around customer information helps you understand your clients better.

Although managing an email list takes time and effort, it will help you stay organized and keep your contact database clean. By collecting emails, you can ensure clients receive important communications on services and even promotions; and in the future, you can gather additional insights by sending them surveys.

By the way: SPP only sends transactional emails, but you can use our MailChimp or ActiveCampaign integration, and sync your client accounts with your chosen email marketing tool.

4 ways to collect and save client information

The steps I outline below will help you better collect and hack your way through the information jungle.

Intake forms for client discovery

An intake form refers to a questionnaire that you share with your potential clients at the beginning of your working relationship, or before starting a task. The form asks a client information that can help you determine whether they are a good fit for your services. It also helps you develop a strategy to better manage client needs and pain points.

The key elements of client intake forms are:

  • Contact info

  • Website

  • Client challenges

  • Requirements

  • The preferred method of day to contact

  • Business size and niche

  • Budget

  • Social profiles

Using a Microsoft Word document or a pre-made customizable template is a common method of creating an intake form. However, there are more professional ways to send out well-structured and precise intake forms.

SPP effective data intake forms example

SPP allows you to build a project intake form with as many fields as you need to collect data. Thanks to its drag-and-drop form maker, you won’t need any technical expertise to customize your forms.

Excel for saving client details

Excel is one of the most commonly used tools by small businesses to manage their business workflow and track client data. Luckily, it doesn’t take much to get started with spreadsheets. Once you’ve labeled the columns and rows for the project’s name, the task, the person in charge, and progress, entering data into Excel is a breeze.

Although never a complete replacement for dedicated CRM software, you can cover the basics and use Excel as a management tool until your needs for a dedicated software system grow.

CRM for end-to-end client interaction management

Using a CRM is a solid way to track clients as it provides a central place where every client question, service request, contact details, and many more details are instantly available.

And luckily, modern CRM solutions allow you to import data via CSV files.

Before you jump straight to importing:

  • Clean up the data and make sure it doesn’t contain missing or incomplete information

  • Remove duplicate records from your existing data

  • Delete useless data (some CRMs have tiered pricing models, so you pay more as you add contacts)

  • Organize data properly for quick and easy access

Once everything has been imported, make sure that the tools you use can send data to your CRM system automatically, either via Zapier automations, webhooks, or API.

Automation for streamlined client processes

Need to handle complex data like payment information or appointment scheduling? A combination of data collection tools and automation will help you integrate everything with other processes.

Automation becomes helpful whenever you’re doing something repeatedly, like moving data between platforms, collecting information for financial reports, checking for alerts and push notifications, onboarding new clients, or tracking tickets and customer interactions.

Zapier
Build automations between SPP and hundreds of other tools.
View all our integrations

Sounds like a Herculean task already? Luckily, SPP integrates with Zapier, allowing you to easily connect with over 1,000 web applications, all without any coding required. That way, you can move data between your applications with less manual work, saving you hours of time.

Summary

In this article, I showed you how to keep track of clients to ensure the highest quality in terms of deliverables and customer satisfaction. If you don’t know where your client’s information is or where to find it, you may struggle to achieve a productive workday and complete your client projects. Using client management software will help you achieve improved productivity and maximize the value of the relationship for the client’s benefit.

Say goodbye to multiple solutions and start managing your clients in one location seamlessly with Service Provider Pro.

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