Customer history living in the head of whoever did the last job -- no record of previous faults, installed fittings, or outstanding issues when a return visit is booked?
Service agreement customers getting the same one-off treatment as new enquiries because there's no system flagging their priority status or upcoming annual service?
Plumbing Customer Management Software
Custom CRM and customer management software for plumbing companies that need full property history, service agreement tracking, and follow-up automation -- not a generic sales CRM adapted for a trade business.
Generic CRMs track leads and deals. Plumbing customer management is about property records, installed equipment, service agreement status, and the follow-up that keeps customers coming back.
Customer and property records with full job history
Service agreement tracking and renewal management
Follow-up automation for unresolved issues and maintenance reminders
Customer lifetime value and churn reporting
Custom plumbing customer management software centralises customer and property records, job history, service agreements, and communication logs in one system. It automates follow-up for unresolved issues, tracks service agreement renewals, and reports on customer retention and lifetime value. RaftLabs builds and delivers in 12-14 weeks at a fixed cost.
100+Products shipped
·24+Industries served
·FixedCost delivery
·12-14Week delivery cycles
Customer records built around the property, not just the person
Plumbing work follows the property. When a customer calls about a leaking pipe, what matters is what was done there before -- what pipes were fitted, what repairs were made, what was flagged as needing attention. A generic CRM stores contact details and call notes. It doesn't store the boiler service history, the last fault description, or the parts fitted three years ago.
We build customer management systems around the property record, not just the account. Every job is stored against the address. Any plumber or admin can pull up the full site history before a visit or a call -- without asking the last technician what they did.
Service agreement customers are tracked separately. Upcoming renewals surface automatically. Annual service jobs are created on schedule. Priority status is visible on every booking.
What we build
Customer and property records
Customer profile with full contact details, communication preferences, and account notes. All job history stored against the property address -- fault descriptions, work completed, parts fitted, photos, and technician notes per visit. Equipment records with installation date, model, and service history. Preferred technician noted on the customer record. Searchable by address, postcode, customer name, or phone number. Multiple properties under one customer account for landlords or property managers. Communication log with every call, email, and SMS recorded.
Service agreement management
Agreement record with covered services, visit frequency, pricing, and renewal date. Upcoming renewal flagged in the dashboard with time to expiry. Automatic annual service job created from the agreement schedule -- no manual job entry needed. Service agreement document stored and accessible to admin and customer. Agreement status visible on every booking from that customer -- priority flag shown on the dispatch board. Coverage check on job creation -- out-of-scope work flagged for separate quotation. Renewal rate reported by agreement type and customer segment.
Follow-up and recall automation
Open issues flagged at job completion trigger a follow-up task for the office. Parts-on-order jobs tracked through to part arrival and rebook -- no job falls through without action. Annual boiler service reminder sent by SMS and email at the configured interval before service is due. Unaccepted quotes followed up automatically at set intervals with a configurable stop after customer response. Follow-up tasks assigned to a named staff member with due date and status tracking. Completed follow-up logged against the customer record.
Estimate and quote management
Quote created on site via the mobile app or in the office from the customer record. Labour and parts pricing applied from pre-loaded rate cards. Quote sent to the customer by email with e-sign capture. Conversion tracking -- accepted, rejected, or pending status visible per quote. Follow-up automation on unaccepted quotes with configurable timing. Accepted quote converted to a job with all details carried through -- no re-entry. Quote history stored against the customer record for reference on return visits.
Customer communication log
Every inbound and outbound call, email, and SMS logged against the customer record automatically where integrated, or manually by staff. Log accessible to any staff member handling a customer query -- no reliance on individual memory. Automated messages -- booking confirmations, reminders, ETA alerts, post-visit summaries -- logged alongside manual communications. Complaint and escalation flag on the customer record with resolution status. Communication history exportable per customer for dispute resolution or account review.
Reporting
Customer retention rate by period -- percentage of one-off customers who booked again within 12 months. Repeat job frequency distribution -- how often your best customers book. Service agreement renewal rate by agreement type. Revenue by customer segment -- agreement customers vs. one-off customers vs. commercial accounts. Customer lifetime value by acquisition source. Churn identification -- customers who haven't booked in an unusually long period for their segment. Reports exportable to CSV for analysis outside the system.
Frequently asked questions
Each service agreement is stored as a record linked to the customer and property. The record holds the covered services, visit frequency, pricing, and renewal date. The system creates a follow-up task when renewal is approaching -- configurable to your lead time. Annual service jobs are created automatically from the agreement schedule and appear in the scheduling queue without manual entry. Agreement status is visible on every booking from that customer, so the office knows immediately whether a job is covered or out of scope for quotation. Renewal billing can be automated via direct debit integration.
Yes -- and the integration is the point. Customer and property records in the CRM feed directly into the scheduling and dispatch system. When a job is booked, the customer's history, equipment records, preferred technician, and service agreement status are all visible on the booking and on the technician's mobile app. Job records created in the scheduling system are written back to the customer record automatically. You manage one set of data, not two parallel systems. If you already have a scheduling tool, we can integrate with it rather than replacing it.
The most common source of lost plumbing revenue is jobs that were identified but never followed up -- a technician recommends a boiler service and the customer says "I'll think about it," and no one calls back. Follow-up automation puts a task in the system for every open issue and unaccepted quote, assigns it to a named staff member, and tracks it to completion. Maintenance reminders go out automatically at the configured interval before service is due. The result is that recommended work gets booked at a higher rate without the office making manual calls for every open item.
A customer management system with property records, service agreement tracking, follow-up automation, and reporting typically takes 12-14 weeks from project start to production. If it's being built alongside a scheduling and dispatch system, the combined project is scoped and delivered together -- the integration is part of the build, not an add-on. If you already have a scheduling system and need the CRM to integrate with it, we scope the integration during discovery. Cost depends on the number of staff users, the volume of existing customer data to migrate, and the integration requirements. All projects are priced at fixed cost before development starts.
