How a lead becomes a customer in Forz
- Capture the lead. Open Leads in the sidebar and enter the organization, contact, address and industry. Forz numbers the lead (for example #101), creates a linked contact and a site from the address, and warns you if the name or email is a close match (40% similarity or higher) for an existing lead. Requests from new people on your public service request form arrive as leads too, and a second request from the same person adds a note to that lead instead of creating another.
- Qualify it. Assign the lead to a rep and drag it across your own stages on the board view. The lead profile holds tasks, events, files and a smart list, a standard qualification checklist filled in from your lead templates.
- Track the money as a deal. Create a Lead Deal with an amount, close date and probability. Estimates attach to customer records, so once the lead converts, build the quote in estimates, where the customer can accept it online.
- Convert it. When the work is won, click Convert to Customer. Everything in the table below moves to the new customer record.
- Run the account. Add sites, systems and contacts as the relationship grows. The View Stats button on the customer record shows revenue, outstanding balance, average invoice value and payment behavior.
What carries over on conversion
| On the lead | On the new customer |
|---|---|
| Contacts | Moved over, primary contact kept |
| Additional sites | Moved over |
| Documents and tasks | Moved over |
| Deals | Re-linked to the customer |
| The lead record | Moved to the trash bin, with a conversion note logged on the customer |
Conversion is one-way. If a customer with the same organization name already exists, Forz stops the conversion, so search your customers first.
Accounts with many buildings
A commercial account often spans several addresses. Forz treats each location as its own site under the customer.
HVAC: a property manager with 12 buildings
Create “Greenfield Properties” with the head office address, then add each apartment building as a site. Every site is geocoded, so it appears as its own pin in the route planner, and each keeps its own contacts, systems and job history.
Fire protection: a university campus
Set up the university as one customer and add Engineering Hall, the Student Center and the Library as separate sites. Each building gets its own fire alarm system, inspection schedule and on-site contacts. The fire protection page shows how the rest of that work runs in Forz.
Plumbing: one facility manager, many sites
Create the facility manager once, link her to the customer and to every building she oversees, and set her as the primary contact on each site. Whichever building a tech is sent to, the dispatch sheet shows her phone number.
Follow-up that runs on a list
Call lists. A dispatcher builds “Q2 HVAC Renewals”, adds 150 customers with expiring maintenance contracts, spreads the call dates over two weeks and assigns three reps. Each rep works the list with the call script to hand and picks an outcome you defined: keep the item, remove it, or reschedule it to a new date. Every outcome writes a note to the customer, and the Stats view charts outcomes and calls per user.
Tickets. When a customer reports a problem, log a ticket against the customer, site and system, assign it, and create the repair job straight from the ticket. The ticket stays the single thread for every visit tied to that issue.
Saved views. Save any filtered list (VIP customers, deals closing this month, leads assigned to you) as a one-click view. Each user can keep up to 100 views per list and set one as the default.
Works with the rest of Forz
- Customer communication: SMS and email threads and recorded calls show up on each contact’s activity timeline.
- Estimates: quote the deal and let the customer accept online.
- Customer portal and online booking: customers see their records and send service requests, and new requesters come in as leads.
- Workflow automation: run When-If-Then rules on customers and leads, for example adding a “Website” label to every new web lead.
- AI agents: connect your own agent through the Forz CLI or REST API to look up and update customers, contacts, leads and deals.
Setting it up? The Leads guide and the Managing Customers guide walk through each screen.