Customer Research (Mobile)
Overview
Customer Research on mobile is a pre-visit briefing — a concise summary of everything a technician should know before they knock on a customer's door. It's not the full customer research dashboard (that lives in the desktop CRM). It's the distilled, job-relevant version: what's happened before, what to watch out for, and what this customer might be ready to buy.
The briefing surfaces automatically in the job detail view when the technician sets their status to "On the Way" — right when they need it.
Features
- Visit History Summary — Last 3–5 visits at this address: date, service, technician name, and a one-line summary of each job
- Known Issues — Flagged notes from previous visits that are marked as recurring problems or unresolved items
- Customer Preferences — Notes about how this customer likes to be communicated with, access instructions, pet warnings, or other recurring contextual info
- Relationship Score — The customer's current relationship score and trend (improving/stable/declining) — see Customer Research for score methodology
- Churn Risk Flag — If the customer is in the elevated or high-risk band, a flag appears so the technician can be especially attentive
- Upsell Opportunities — 1–2 AI-identified services this customer is likely to need; intended as conversation starters, not scripts
- Lifetime Value — Total spend to date — gives context for how to prioritize and personalize the interaction
Briefing Trigger Points
| Trigger | Briefing State |
|---|---|
| Open job detail | Full briefing available |
| Status → "On the Way" | Briefing pushed to notification |
| Status → "Arrived" | Briefing pinned to top of job view |
CRUD Reference
| Object | Create | Read | Update | Delete |
|---|---|---|---|---|
| Research Briefing | — | ✅ | — | — |
| Known Issue Flag | — | ✅ | — | — |
| Customer Preference Note | — | ✅ | ✅ | — |
| Upsell Opportunity | — | ✅ | ✅ (dismiss) | — |
| Visit History | — | ✅ | — | — |
Notes
The mobile briefing is a read-only, simplified view of the full Customer Research data — it does not expose financial details or sensitive analytics. Customer Research must be enabled as a module under Settings → Plugins & Modules. Technicians see the briefing only for their assigned jobs; they cannot browse research profiles for customers they are not currently assigned to. Upsell opportunities are suggestions — how the technician uses them is entirely up to them and their judgment on-site.