What to do first
Open an account you look after and read Why the health is what it is. If something is due under Coming up, do it, then press Log a check-in to record that you did.
Opening an account
Most accounts open themselves: winning a lead or accepting a proposal finds the client's account by email or phone, or opens one. To start one by hand, press Open an account on the Accounts page, or Start an account for this client → on an engagement that has none.
Who is the client? is a list of the engagements already in Clients rather than a text box. Picking one fills in the name, phone and email it was opened with. A client who holds more than one thing is one account: Rople offers every other engagement with the same email, phone or name to link, already ticked. Untick any that belong to somebody else; two people can share a name.
An engagement that already belongs to an account is shown greyed under "Already in a relationship". An engagement belongs to one account only, so one contract is never counted twice.
Not in Rople yet. For a client you served before Rople, choose "Not in Rople yet — enter by hand". With nothing to calculate from, the sheet asks for the date they became a client and what they hold, and uses those until you link an engagement.
The care officer
Every account has one care officer: the person accountable for the client, and the person every reminder goes to.
- Your workspace chooses which department looks after clients, in Organisation › Rules & automation › Client care. Its members are the care officers. Until one is chosen, anybody can be a care officer.
- Below level 2, an account you open is yours to look after, and you see only the accounts you look after.
- Level 2 and above see every account, choose the care officer, and can hand a client to somebody else. The new officer is told.
The Client Care Profile
One complete record for every client:
| Field | What it holds |
|---|---|
| Full name | As it appears on the client's contract |
| Phone numbers | Primary and alternate |
| Email address | Recorded for the notices your workspace sends |
| Residential address | Current address |
| Date of birth | Drives the birthday reminder |
| Occupation | For context and segmentation |
| Next of kin | Name, relationship and phone number |
| Means of identification | The type, and an uploaded copy |
| Preferred contact | Phone call, WhatsApp or email |
| Branch and care officer | The branch, and the one person accountable for the client |
| Check in every | Days between check-ins, or the workspace default |
| Client since | Calculated: the date of the first holding |
| Client value | Calculated: the total across all holdings |
| Last contact | Calculated: the most recent logged contact |
| Client status | Calculated: Active, Dormant or Exited |
Every calculated row says what it came from: the linked engagements, or "as typed" for a client entered by hand.
Also tracked. Anything else your workspace wants on every profile, such as a spouse's name, a preferred estate or who referred them. The starting rows are set in Organisation › Rules & automation › Client care.
The identification copy is uploaded on the account once it is open, with Upload a copy. It is kept privately, can only be opened by people who can see the account, and is never filed in the Knowledge library.
Who we deal with. The people at the client — who signs off payment, who runs the site — and what each is to the relationship.
Status
Status is where the client is. It is worked out for you, not set.
- Active: in touch, or paying.
- Dormant: nothing heard and nothing paid for longer than your workspace allows (180 days unless it has been changed). A payment on any engagement counts as a sign of life.
- Exited: somebody recorded that the client has left, with Record an exit, the reason and the date. This is the only way to be Exited. A completed payment plan is a client who finished paying, not one who left.
Health
Health is how the relationship is going: Strong, Steady, Cooling or At risk. It is always given with its reason, in words, under Why the health is what it is, and it is the same reading Intelligence › Clients and the client-at-risk alert use.
With a target running, the target decides. Pace is what the account has done so far against what the period expects by today, with the target spread evenly across the period:
| Pace | Health |
|---|---|
| Target already met | Strong |
| 90% of expected or better | Steady |
| 60–90% of expected | Cooling |
| Below 60% of expected | At risk |
- In the first tenth of a period it is too early to judge, so health reads Steady with the figure stated.
- After the period ends, the result is shown for up to a month: met is Strong, nearly met (90% or more) is Cooling, and missed is At risk.
- An account on pace that nobody has contacted in 90 days reads Cooling, and the reason says why.
Without a target, contact and open issues decide.
- No contact recorded yet: Steady, because there is nothing to read into.
- In contact within 45 days with nothing open: Strong.
- In contact, with one issue being worked through: Steady.
- Quiet for 45 days or more, or more than one open issue: Cooling.
- Quiet for 90 days with nothing open: Cooling, because nothing wrong on the record is its own reason to call.
- Quiet for 90 days with an issue open: At risk. Silence alongside an open issue is the pattern before a client leaves.
Open issues are the client's open service requests and complaints, and the issues on its engagements. See Clients and accounts.
Targets
A target is what an account is expected to bring in over a period. The Target card on the account shows the figure, a progress bar against it, the goal it counts towards, and earlier periods.
Set a target (level 3 and above) asks for:
- From and To: the period;
- Counting: Money collected (receipts from the account's engagements in the period, less refunds) or Business booked (the contract value of engagements opened in the period);
- Target: the amount;
- Counts towards: a goal. Every target is a key result under a goal. Leave it on the period's own goal and Rople uses "Account targets" for that period, creating it in Goals the first time anybody sets a target for it, due on the period's last day. Or choose an existing goal;
- Note: what the figure assumes.
Rople keeps the key result's figure up to date from the account's engagements, so the target is read in Goals as well as here. See Goals and KPIs.
One target per account per period start. New period sets the next one, and the earlier periods are kept. Remove takes a target off; its key result goes with it, the goal stays, and health goes back to being read from contact.
Staying in touch
Each account has a check-in frequency. Leave it blank to use your workspace's default (30 days unless it has been changed). The check-in comes round that many days after the last logged contact, so logging contact resets it.
Coming up, on the account, lists what is owed next. The care officer is told, in their Inbox, once each:
- when a check-in is due;
- a day before a client's birthday;
- a day before each purchase anniversary, counted from the day each engagement opened;
- when a reminder they set comes due. Set a reminder takes what to be reminded of, when, and whether it repeats: once, every month, every quarter or every year;
- when something new is added to Offerings. Every active client gets a "Tell them about…" reminder, and the care officer one notice with the count. Marking it Told them logs the conversation, which counts as contact.
Nothing is sent to the client. Every reminder is for the care officer.
Every interaction lists every logged contact on the account, newest first. Log a check-in or Log something records one.
The Accounts list
Across the top: Clients, Check-ins due, This week (birthdays and anniversaries) and At risk.
Clients lists every account with its status, value, what is next and when, last contact and health. Search by name, phone, email or account reference, and filter by status. Level 2 and above can filter by care officer.
Coming up is the morning worklist: everything owed across every account you can see, soonest first.
An account's holdings show the engagements you can see.
Settings
Organisation › Rules & automation › Client care holds:
- who looks after clients (the care department);
- the default check-in cadence and how many days of silence make a client Dormant;
- whether birthday and anniversary reminders are sent, and how many days before;
- whether care officers are reminded to tell clients about new offerings;
- the extra rows every new Client Care Profile starts with.
Your seat needs to reach Rules & automation to change them; see Organisation.
How it connects
- Each engagement in Clients and accounts belongs to an account, and each account lists its engagements.
- New lines in Offerings become reminders here.
- Reminders arrive in the Inbox.
- Targets are key results in Goals and KPIs.
- Health is read the same way in Intelligence › Clients; see Insights.
Common questions
Why can I not set a client to Active or Strong? Because both are readings rather than fields. If one is wrong, the record it is read from is wrong: usually a conversation that was never logged, or a payment that was never recorded.
The account is paying well but reads Cooling. Why? If it has a target, it is behind the pace the period expects, or nobody has spoken to the client in 90 days. The reason under the health says which.
Why does the value not match what I typed? Once an engagement is linked, the value is the total of the linked contracts, and the typed figure is set aside. Unlink every engagement to go back to it.
Can a client be in two accounts? No. An engagement belongs to one account, so its value is counted once. To move one, unlink it from the account it is in first.