Contact and Lead Management

One record that holds the whole story

A PointWake CRM contact stores far more than a name and a number. It stores service address, property or equipment details, the original lead source, every call, text and email, every appointment, every quote sent, and every internal note your team adds.

Because the history is on the record instead of in a person's head, a tech who has never spoken to the customer can still walk in prepared.

• Name, phone, email, service address and preferred contact method
• Custom fields for the details your trade actually needs, such as equipment model, gate code, roof age or pool size
• Full two-way communication history across calls, texts and emails
• Internal notes and tasks that never get sent to the customer

Tags and lists that make follow-up possible

Tags are the difference between a contact database and a list you can actually work. We set up a tagging structure that matches how you sell, so you can pull up every past customer who declined a quote, every maintenance customer due this quarter, or every lead from a specific neighborhood.

Smart lists update themselves as contacts change. You are never rebuilding a spreadsheet to find who to call.

Lead source tracking that survives the handoff

Every contact carries where it came from: a paid ad, an organic search, a map listing, a referral, or a repeat customer. That attribution stays attached through the entire job, so when you review the month you can see which sources produced booked work rather than just phone activity.

Duplicates, imports and cleanup

We import your existing customer list, normalize phone formats, and set matching rules so a second inquiry from the same person merges into the existing record instead of creating a shadow copy. Clean data is the reason automations and reporting can be trusted later.

Good fit if

• Customer details currently live in phones, texts, email and paper
• More than one person answers calls or replies to leads
• You want past customers to be a marketable list, not a memory
• You need to know which lead sources produced real jobs

Honest limits

• A CRM does not fix a business that never follows up. It removes the excuse.
• Imported data is only as good as the list you hand over. Messy exports take cleanup time.
• Custom fields should stay lean. Twenty required fields at intake slows your office down.
• This is contact history, not accounting. It complements your bookkeeping software rather than replacing it.

Can I bring my existing customer list into PointWake CRM?

Yes. We import your existing customers and leads from a spreadsheet or an export from your current system, then clean phone formats and remove duplicates before go-live.

What happens when the same person calls and fills out a form?

Matching rules on phone number and email merge those touches onto one contact record, so your team sees a single history instead of two competing entries.

Can I store trade-specific details like equipment or gate codes?

Yes. Custom fields are built around your trade during setup, so details like equipment model, gate code, roof age or pool size live on the contact record where the tech can see them.

Who on my team can see a contact record?

Contact ownership and visibility rules are configured during setup, so you decide whether everyone sees every record or whether users only see the contacts assigned to them.

Does lead source tracking keep working after the job is booked?

Yes. The original source stays attached to the contact through the entire job, so reporting can tie booked and completed work back to where the lead came from.