Customer Flow
Map the customer journey in stages and send automated messages
→ Open Customer Flow in SimpliServ
With Customer Flow you define the typical lifecycle of your customers – from lead to loyal regular customer – and automate touchpoints along the way.
Create stages
Open Customer Flow
Navigate to CRM → Customer Flow.
Define stages
Create stages, e.g. "New", "First contact", "Proposal open", "Active", "Inactive". The order can be changed via drag & drop.
Automatic transitions
Per stage you define conditions for when a contact automatically moves to the next stage – e.g. when a proposal has been accepted. For more complex rules you use Create workflows.
Link messages
Store email or task actions per stage: a welcome email, reminder, reactivation email. You maintain the content as email templates.
Visualization
In the dashboard you see how many contacts are currently in each stage – ideal for sales standups.
Manual moving
Despite the automation, contacts can be dragged into another stage manually at any time.
Urgency & handling time
In the case list, the Urgency column shows as a traffic light how much of the agreed handling time (SLA) is left. The clock can be paused while you wait on the customer, on parts or on an email reply. See Urgency & SLA.
Related topics
- Create workflows — build more complex automations with triggers, conditions and actions
- Leads & pipeline — move sales opportunities through the pipeline and win them
- Create a contact — capture the customers who go through the customer flow
- Email templates — design the messages sent per stage
- Urgency & SLA — monitor the handling time per case as a traffic light
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