Customer Profile Summary

1. Introduction

Customer Profile video: https://youtu.be/DJUXj33zwbc

Customer Profile Overview
Gain quick access to key customer data via the edit screen—your go-to hub for resolving most support queries.

Admin Access & Permissions
Visibility and edit rights depend on your admin permissions. If something’s missing, reach out to your system administrator to adjust access.

2. How to get to your Customer’s Profile

To find the customer profile, you can either find your customer in your customer list or select the customer from the customer edit screen.

2.1. List Customers:

To find your customer list, go to “Customers” and then click on “List Customers”. 

You will now see the following screen:

In the orange section, you will find different filters which will allow you to filter your customer list i.e., a list for all customer paying with credit card or all customers linked to a specific reseller.

In the pink section, you can view your customer’s information.  In the blue section, you can search for a specific customer.  By clicking on the black button found on the right-hand side of the customer’s name, you will be able to go to the customer’s profile. 

2.2. Customer Edit screen:

Alternate Access to Customer Profile
Navigate to Customers > Edit Customers. Use the dropdown in the top-right corner to select the customer you’d like to view.

You will then see the following blank page:

In the right-hand side corner, click on the drop-down list and choose the specific customer whose profile you would like to view.  After the customer’s information has loaded, you will see a screen similar to the one below. 

Please remember that you might not be able to see some of the widgets due to your permissions. 

3. Explaining the Customer Profile:  Summary

Customer Edit Screen Overview
Packed with essential details, the customer edit screen is your go-to tool for handling support queries. The upcoming screenshots highlight the key widgets and sections you’ll use most.

• Account Details: View and edit customer information, including address and contacts. Customer contact details are listed below this section.

• Data Accounts: See and manage customer’s data accounts, including adding, suspending, or cancelling accounts.

• Data Usage: Get a summary of the customer’s data usage, viewable per month or year.

• Active Data Sessions: Check if the customer is using their internet actively.

• Phone Usage: Review VoIP usage, shown monthly or yearly.

• Usage Notification Settings: Set message delivery preferences, keeping customer contact details aligned.

• Package Changes: Schedule package changes for tracking purposes.

• Billing Details: Modify billing information, payment methods, and debit order details.

• Suspension Details: Monitor customer suspensions due to unpaid invoices.

• Customer Quotes: Access quotes linked to the customer’s sales workflow

• VoIP Phone Lines: Manage VoIP lines, including billing and usage.

• Messages Sent: Track messages sent to the customer, such as invoices, SMS, and answered tickets.

• Helpdesk Tickets: View active and closed tickets, including departments and assignments. 

• Customer Notes: Add internal notes, with an option for pop-up reminders.

• Customer Ratings: Customers can rate the company’s service quality.

• Recurring Billing: Handle monthly billing and invoice generation.

• Age Analysis: Review outstanding invoices, credit notes, and adjustments.

• Credit Card Transactions: Track credit card payments.

• Additional Address Details: Add multiple addresses for customers with different packages.

• Attachments: Upload service documents, photos, job cards, and more.

• Payment Receipts: View customer payments, with automatic syncs or manual updates.

• Debtor Notes: Notes for debt collectors, linked to billing matters.

• SageOne Integration: Check syncing status with SageOne for financial alignment.

• Customer Audit Trial: Admin users can review customer updates and changes.

3.1	Account Details View and edit customer information including address and contact details. Multiple contact persons are listed in the Customer Contact Details block below.
3.2.	Data Accounts Access, add, suspend, or cancel a customer’s data accounts directly from this section.
3.3	Data Usage View a summary of customer data consumption, with options to filter by month or year.
3.4.	Active Data Sessions Check if a customer is currently connected and actively using their internet—especially useful for technical and support teams.
3.5.	Phone Usage View monthly or yearly summaries of the customer’s VoIP activity.

3.6.	Usage Notification Settings View and manage delivery destinations for customer notifications. If contact details change, update this section to ensure messages reach the correct channels.

3.7.	Package Changes While package adjustments can be made under Data Accounts, this section offers better tracking— recording when the change was scheduled and who submitted it.

3.8.	Billing Details Update customer billing preferences and payment methods—EFT, Debit Order, Cash, or Credit Card. Debit order settings and VCS credit card verification are managed here.
3.9.	Suspension Details Monitor customers with overdue invoices. When an account is suspended, associated data accounts are suspended automatically.
3.10.	Customer Quotes View quotes linked to this customer via the Sales Workflow.
3.11.	VoIP Phone Lines View and manage all customer VoIP lines. Add new lines and configure billing for physical line usage and VoIP calls via manual or automatic imports.
3.12.	Messages Sent Review all communications sent to the customer—including invoices, SMS alerts, and helpdesk ticket responses.
3.13.	Helpdesk Tickets View all active and closed tickets tied to the customer’s profile, including department assignment and ticket owner history.

3.14.

Customer Notes Add internal notes for account, billing, or other concerns—hidden from the customer. Each note includes the author and timestamp. You can also enable a red pop-up alert on the edit screen to highlight important notes.

3.15.

Customer Ratings Allow customers to rate your WISP after ticket closure, job completion, or directly from their profile. Setup and customization are managed via Sales settings.

3.16.	Recurring Billing Run monthly billing for each customer using the Generate Recurring Billing button. Create a DRAFT invoice with the Generate Recurring Invoice option.
3.17.	Age Analysis Review outstanding invoices, credit notes, and adjustments tied to the customer’s account. Be sure to click Update before handling queries to get the latest data.
3.18.	Credit Card Transactions View all payments made via credit card—covering invoices, top-ups, and hotspot vouchers.
3.19.	Additional Address Details Add extra addresses for customers with multiple locations—ideal for profiles with both home and business packages.
3.20.	Attachments Upload key documents like service apps, site surveys, job cards, EFT letters, and debit order authorizations. This section helps track approvals and any issues linked to installations.

3.21.	Payment Receipts View all customer payments in this section. If a payment isn’t visible yet, the system may still be syncing—this runs automatically several times a day. To speed things up, click Update in the Age Analysis section.
3.22.	Debtor Notes Add billing-related notes for debt collection purposes—keep them brief, clear, and professional. Use this section to track actions like billing suspensions or invoice adjustments. Notes are internal and timestamped with your name upon submission. Please use discretion when documenting sensitive matters.
3.23.	SageOne Integration View the last sync status of the customer profile with SageOne. If the sync result displays “error” instead of “ok,” notify your financial manager for further investigation.
3.24.	Customer Audit Trail Admin users can track who made updates to a customer’s profile. To maintain data integrity, avoid leaving your PC unlocked or sharing login credentials.