feat: Begins Service CRM Plan note.
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20251124165555.Service_CRM_Plan.md
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20251124165555.Service_CRM_Plan.md
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# Service CRM Plan
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My thoughts / planning around building a custom CRM software specific to HVAC. One of the problems I
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have with many of the CRM's is they try to shoehorn themselves into too many industries, which makes
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it a subpar experience for everyone.
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This document is me starting list out and explore ideas surrounding what _I_ need in a CRM. While it
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should hopefully be general enough to work for most size companies. Ultimately I would like to
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explore how services / protocols that already exist could be utilized or married together, to
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prevent from reinventing the wheel where it is not needed.
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## General
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1. Ideally there would be self-hosting options.
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1. An API, so I can do things from the terminal.
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1. **_Keyboard Shortcuts_**
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1. Dark mode
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## Calendar
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1. Integrate with [CalDAV standard protocols](https://datatracker.ietf.org/doc/html/rfc4791), so
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that native calendar applications could be used.
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1. Office staff /roles would need to subscribe to all calendars
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1. Field staff would only need to subscribe to their calendar, but then there would need to be
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some sort of note / link that allowed them to navigate to job details.
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1. Be able to toggle calendars on / off from dispatch display.
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1. Would need an unassigned job calendar for times that it doesn't make sense to assign a job right
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away to a specific user.
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1. Generated events for maintenance customers.
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[See also: Scheduling][scheduling]
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## Customers
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1. Integrate with [CardDAV standard protocols](https://datatracker.ietf.org/doc/html/rfc6352), so
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that native contacts applications could be used.
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1. This may present challenge of being able to download all customer contact information. For
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example, if an employee is terminated how would you ensure that they could not still subscribe
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to the CardDAV server. This could potentially be mitigated with only allowing certain company
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owned MAC addresses (devices)??
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1. Need "do not service" option, to mark customers who fail to pay or are a PITA.
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### Property
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1. Store notes attached to property profile
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1. Store documents attached to property profile
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1. Equipment attached to property
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1. Ability to retire equipment when replaced.
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1. Ability to link manuals to equipment profile.
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1. Parent billing / commercial
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1. Map / travel integration
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> **NOTE:** Really the property should be separate from contact, for if customer move / property
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> changes hands. You don't want to loose history. So need to think about how the contact relates to
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> the property a little bit more.
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### Customer communications
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1. Would need the ability to send emails / text messages for job reminders, etc.
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1. Have the communications flow into a unified inbox.
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1. Bulk campaigns, maintenance membership reminders, etc.
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1. Post job review requests
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1. VOIP integration / transcript
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1. Would potentially be nice
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## Maintenance Memberships
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1. Support yearly and monthly options
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1. Current HCP implementation kinda sucks for us. It works well with monthly, but yearly does not
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"auto-renew", so we have to set everyone up as monthly then hope we remember what visit they
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owe us money for the renewal.
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1. Support multiple levels of memberships
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1. Support multiple discounts based on membership and service type
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1. Support multiple systems per property
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## Scheduling
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1. Need to filter the customer list / choose customer
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1. Need option to also create a new customer from the scheduling workflow.
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1. Ideally this would be a streamlined easy process as it get's used a lot.
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1. Need the ability to have "template" items that pre-populate services / materials.
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1. Ability to have default schedule window / duration.
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1. On-call schedules.
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1. I think some natural language scheduling would be awesome, like how adding events to Apple
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Calendar works...
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1. "Schedule heating diagnostic for Joe Customer next Tuesday between 11am and 1pm on Adam
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Employee's schedule."
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1. "Schedule cooling diagnostic for Jane Customer on 11/25/2025 starting at 10am" (use default
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scheduling window duration).
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## Pricing
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1. Need general labor rate and profit margin settings, company wide
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1. Separate materials from services
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1. Need to easily be able to update via an API, csv, etc.
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1. Discounts based on maintenance membership / service agreements
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### Estimates
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1. Need templates for system quotes
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1. Image support for templates
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1. Need the ability for estimate to be associated with a job, for service estimates or equipment
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quotes, for tracking purposes.
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1. Need to look nice / professional, with web view and pdf generation.
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1. Need to expire
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1. Need to be able to select multiple options
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1. Choice / company setup of how multiple options get tracked in financial reports.
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1. I say this because currently HCP (last I checked) has always been jacked up for reporting
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closing ratios because even if you "win" a job, the other options get counted against you.
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## Jobs / Service Pricing
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1. Needs to be easy in the field
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1. Needs to be easy to search for the correct service
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1. Presentation modes
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1. Customer approvals / workflow
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1. Side by side comparisons of proposed items, including with and without maintenance discounts.
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1. Need to be able to associate which equipment was serviced during a job
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1. Checklists
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1. Post job sign-off
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1. Payment processing
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1. Post job recommendations / workflow automation
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1. My thoughts here are that it would be nice to automate sending service agreement / maintenance
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plan estimates easily.
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1. Also workflow for communicating items are in-complete / need follow up from office.
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> **NOTE:** Jobs should be attached / associated to property ID.
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### Purchase Orders
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1. I already have purchase orders web-site built out that could be integrated.
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## Home Performance Assessments
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1. Ability to have workflows for home performance tests
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1. Ability for report generation
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## MeasureQuick Integration
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1. Nice to have, but also fine with just attaching to the job.
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1. The ability for shared customer address, contact, and equipment list is nice.
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1. Currently in HCP items do not flow back into what they call the "property profile", meaning it
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would be nice to only have to enter equipment information in one place.
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## Inventory / Tools
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1. Ability to track items (low priority for me, but probably higher priority for larger companies)
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1. Tool check-out / assignment
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