The customer lifecycle - Comfort Hub handbook

A customer’s life with Comfort Hub is one loop that runs again every year: a visit, an invoice, a payment. The first visit installs the equipment; every visit after looks after it. The office does every step in Zoho, and the engine does the rest.

The first visit: installation

Step	Where the office acts	What the engine does
A lead is typed in	Zoho, Leads	Mirrors it on our side
The lead is converted	Zoho, Convert	Makes the customer, the account, the property and the QuickBooks customer, all linked
A work order is typed with a furnace line	Zoho	Mirrors it, matches the line to the catalog, writes the billing decision back to Zoho
An appointment is booked with the commissioning checklist	Zoho	Mirrors it, emails the customer, sends the technician a push notification
The checklist is answered and Complete is tapped	The app	Marks the appointment and the work order complete in Zoho, and makes the furnace a piece of equipment on the customer
Nothing		Builds the invoice, puts it in QuickBooks and Zoho, emails it, and files the certificate on the work order
The customer pays	The pay page	Records the payment, marks the invoice partly or fully paid, emails the receipt, and marks the work order paid. See How payments work

Every visit after: maintenance

The same customer, the same furnace. A maintenance work order in Zoho with the furnace picked on it, an appointment with the maintenance checklist, Complete, invoice, certificate, payment, receipt. The maintenance checklist finds the furnace on its own; see Assign a checklist to a visit.

What repeats and what does not

The customer, account and property are made once. Every later job hangs off them.
Equipment is made once, on the job that installs it, and every later job links to it. See Complete a work order.
Certificates are made per visit and filed on that visit’s work order. Which visits earn one is on Certificates.
Each invoice is its own QuickBooks invoice and its own Zoho invoice, and each payment its own record in both.