Customer management

A customer is the place in Tillor where everything about a person or company comes together: details, contacts, invoices, occupations, reservations, documents and access. You create a customer, find them again in the list and update their details on the customer profile. Start with Adding a new customer.

Good to know

When creating, only the First Name is required. You fill in all other details later on the customer profile.
Tillor warns about a possible duplicate customer if first and last name together, the email address or the phone number already belong to another customer. An email address or phone number counts from 4 characters.
Address suggestions appear from 3 typed characters in the Street field.
Tillor deletes scans of identity documents without a linked customer after 7 days.
Deleting a customer also removes all related data and cannot be undone.

How does this fit together?

Everything you register in Tillor hangs on a customer. An occupation links the customer to a terrain, and therefore also to the meters on that terrain. The consumption of those meters ends up on the customer's invoice.

Adding a new customer

Before you start:

An identity scan, if you want to create the customer with it. If there is no scan in the queue, simply choose to enter the details by hand.
Not sure whether the customer already exists? Search for them in the list first, see Searching and filtering customers.

Open the customer list

Go to CustomersOverview and click Create new customer at the top right. As long as there are open identity scans, the button shows a menu with Manual and the scans from the queue.

Create new customer with the menu for an open identity scan

Choose how to create the customer

Choose Manual. A form opens with First Name, Last Name, Email address and Phone number. Fill in what you know and click Create customer. If a customer with similar details may already exist, a yellow message with a link to that customer appears at the bottom.

Check for a duplicate customer

If a customer with the same name, email address or phone number may already exist, Tillor shows Possible duplicate customer with the name and customer number. Click Use this customer to open that customer, or Create anyway if it really is a different person.

Retention period and responsibility

Tillor deletes scans without a linked customer automatically after 7 days. Process them in time.

For linked scans, your organisation decides the retention period and legal basis. Tillor keeps them until you unlink or delete them. Compliance with privacy legislation and appropriate retention periods are your responsibility as data controller.

What happens next?

You land on the new customer profile, where you fill in the rest: address, VAT number, contacts and custom fields.
If the customer was created from a scan, that scan belongs to the customer and is no longer in the queue.
The creation is the first line on the customer's Events tab.
If you want something to happen right away for a new customer, for example a welcome email, use an automation.

Checking a VAT number

On the Overview tab, in the Customer Details block, you fill in the VAT Number. Tillor checks the number with the European VIES register as soon as Country is also filled in and the number is long enough.

If the number is valid, you see a green tick and a window with the official company name and the address from VIES. Click Apply company address to copy that address into the form.
If the number is invalid, you see a red icon and an error message.

The customer profile

When you click a customer, you see the customer profile. At the top are summary customer details, with the pinned comments below. Via the tabs you reach the rest.

Customer profile - Customer Details block

Tab	What you find there
Overview	Customer details (editable form), recent communication, invoices, readings, comments, occupations and notifications
Invoicing	All invoices of this customer, and the balance per ledger
Access Control	Access rights and licence plates
Contacts	Extra contacts
NFC Tags	Linked NFC tags
Reservations	All reservations
Communication	Messages and communication history
Outlook	Mail from and to the customer from your Outlook mailboxes. This tab only appears if Outlook is connected and you may View inbox
Events	Timeline with changes, including creating a customer or contact, assigning or unassigning an identity document, and before/after for customer, contact, invoicing setting and access method updates
Documents	Stored files and attachments, and the signature requests
Tasks	Tasks linked to this customer

Customer profile - Access Control tab with access methods

At a glance

On the Overview tab, the At a glance card is at the top left. It only shows what needs attention at that moment and collapses when there is nothing to show:

Active reservations and Upcoming reservations, with a View reservation button
Active meters with alarms
Open tasks of this customer
Identity scans of this customer

Customer profile - At a glance card

You see the same details in the card of an incoming call. A comment you pin appears directly under the customer details at the top of the profile. See Comments.

Birthdays

If the customer or their partner has a birthday today, a green Birthday today block appears at the top of the customer profile, with the name and the age, and confetti falls over the page. For the customer, the date comes from the Date of birth field. The partner is the contact with the relationship Partner. A date of birth of 29 February counts as 28 February in years without a leap day.

Editing customer details

On the Overview tab, in the Customer Details block, you adjust fields. At the bottom of the form are Cancel and Save. Every change appears on the Events tab, with a Before / after overview per field, so you can see exactly what was changed.

If your organisation has created custom fields for customers, they appear as extra fields in the same block.

Filling in the address

The address consists of Street, No. and Box, followed by Postal code, City and Country.

Address field with street, number and box

If you type at least three characters of the street, Tillor suggests addresses. Choose one: street, number, postal code, city and country are then filled in. The suggestions come from OpenStreetMap, a free map database.
If you type Kerkstraat 5 in the Street field, the number jumps to No.. A space after the number takes you to Box. If you paste a complete address, it is split up as well. In countries where the number comes before the street, the number is not moved automatically.
If postal code or city is already filled in, Tillor checks the address. A green tick with Address found means the address exists. A yellow icon with Suggested spelling shows the usual spelling. Click Update address to adopt it.
The address is stored as a single line, for example on invoices and in exports.

Suggestions are a help, not an obligation. You can always fill something in yourself.

Searching and filtering customers

Go to CustomersOverview. At the top is a search bar.

Type a name, email address, phone number or customer number.
Results are updated while you type, with a short delay.
You can also filter on Created (date range), Status and Type.

The customer calls or books online.
You add the customer with Create new customer.
You fill in the address and other details on the customer profile (Overview tab > Customer Details).
You create an occupation on the desired terrain, see Occupations.
Tillor keeps track of the consumption of the linked meters automatically. You see it under Readings on Overview.

Customer: the record in Tillor of a person or company. See customer.
Contact: an extra person on a customer, for example a partner or emergency contact.
Occupation: a customer on a terrain for a period. See occupation.
Reservation: a booking for a stay. See reservation.
Events: the timeline with all changes on a customer. See event.
VIES: the European register in which Tillor checks a VAT number.

Customer management

How does this fit together?