The CRM, start to finish.

1. Find your way around

• Home (the Dashboard): what needs you now, like new leads waiting for a first call.
• Pipeline: every open deal by stage.
• Service: installer work and repairs.
• Calendar: appointments, measures and installs.
• My day: your calls, follow-ups and visits for today.
• More: Reports, Insights, Settings (owners), Help and Install app.

On a phone these are the tabs at the bottom. On a computer they are on the left.

2. Leads come in

Leads arrive from your website widget, from reps saving a house in HeadRail Field, from a spreadsheet import and by hand.

1. Tap New lead at the top.
2. Type a name, a phone or email, and where they came from.
3. Save it. Everything else can wait.

Bringing over a list from another CRM? See Bring in your leads. Owners can hand leads to reps, or let website leads take turns between reps in Settings › Lead routing.

3. The pipeline

Six stages: Leads, Follow-up, Appointment set, Proposed, Closed won and Closed lost.

1. Open Pipeline.
2. Tap a card to open the lead.
3. Pick its new stage at the top of the lead, or drag the card to another column on a computer.

Lost a deal? Pick the reason. HeadRail schedules a check-back for reasons like "Decided to wait". An open deal with no activity for 7 days is flagged as stale.

4. Appointments and follow-ups

1. Open the lead.
2. Tap Book appointment (or Schedule follow-up).
3. Pick the date and time, then save. The lead moves to Appointment set.

The visit shows in Calendar and My day. To see it in your phone's calendar: Calendar › Subscribe on your phone, then Create my calendar link.

After a consultation, HeadRail asks How did it go?: Sold, Quoted, No-show or Rescheduled. Your answer moves the deal and sets the next follow-ups.

Talked to someone? Use Log it on the lead to note a call, text, email or visit.

5. Quotes from the CRM

1. Open the lead.
2. Tap Quote in the app. HeadRail Field opens on that customer.
3. Measure, pick products and save. The quote and proposal go onto the same lead.

On the lead, Open proposal shows the proposal and whether it has been viewed or signed. Full steps: Rep guide.

6. Won, order and install

A proposal signed online moves the lead to Closed won and records the order by itself. Sold on paper? Move the lead to Closed won yourself.

1. When the deal is won, tap Schedule the install (or Schedule install on the lead).
2. Pick the date, time and installer, then save.
3. To check or change what they bought, tap Orders & full lead, then Record order (or Edit on the order).

Deposits: the Deposit box on a Proposed or Won lead shows what is due and what was paid.

7. Service tickets

Remakes, repairs, missing parts and warranty work. Service is kept apart from sales, so it never changes your sales numbers.

1. Open the customer's lead and tap New service ticket, or open Service and tap New ticket.
2. Pick the problem and add what is wrong, the order number and the parts.
3. Move it through New, Under review, Scheduled (pick the installer and the visit) and Resolved (say how it was fixed).

Owners add installers and vendors in Settings. Installers don't need a login: share their private calendar link with them.

8. Automatic follow-ups

On by default. Owners change them in Settings › Automations.

• Speed to lead: a new website lead gets a "Call" task for its rep, due in 15 minutes.
• Proposal follow-ups: moving a deal to Proposed schedules follow-ups 1, 3, 7 and 14 days later. They stop when the deal closes.
• No-shows: "Rebook" follow-ups 1, 3 and 7 days later.
• Win-back: a lost deal gets a check-back, for example 90 days after "Decided to wait".
• Customer emails: owners pick which automatic emails go out in Settings › Customer emails.

9. Reviews

1. Owner: open Settings › Reviews.
2. Paste Your review link. In Google Business Profile, choose "Ask for reviews" and copy the link.
3. Edit the message if you like.

Every won deal then shows Ask for a review with Text it and Copy. It opens your own texting or email app, on every plan.

Pro and up Review management adds the automatic review request after the install, a They left a review button, a reminder 5 days later if no review is marked, and "Reviews left" in Reports.

10. Reports

1. Open More › Reports.
2. Pick the period.

See leads by source, close rate, revenue, appointments held and no-shows, per rep, plus Service with remake rates by manufacturer. Reps see their own numbers; owners see everyone's.

11. Do not contact

When a customer asks not to be called, texted or emailed:

1. Open the lead.
2. Scroll to Details.
3. Tap Customer asked not to be contacted.

Call, Text and Email turn off for that lead, and automatic emails stop. Anyone can set it; only an owner can tap Allow contact again.

12. Export your data

• Pipeline: More › Reports › Export pipeline CSV (or Export tickets CSV on Service).
• Leads: Admin › Leads › Download CSV.
• Past customers for email marketing: Admin › Customers › Export for email marketing. Only customers who agreed to follow-up and have not unsubscribed.
• Everything: Admin › Team › Download all my data (owners).