Leads first, customers second
In iTech System, a lead is the working record for someone who has not fully become an active customer yet. This is where staff capture contact details, interest, stage, owner, and activity history. Once the opportunity is qualified and ready, the lead can move toward customer status.
Typical lead workflow
- Create or receive the lead.
- Review contact information and assign ownership.
- Update pipeline status as outreach and qualification happen.
- Send messages, emails, or follow-ups from inside the system.
- Convert the lead when the relationship is ready for customer-level operations.
iTech System custom behavior to remember
- Phone numbers are normalized with a +1 prefix in the custom logic used by this system.
- Lead assignment can be driven by location mapping logic in the custom settings feature.
- The lead table includes custom filtering and quick communication actions for faster staff response.
When to move from lead to customer
Convert a lead when the person or company is no longer just an inquiry and now needs account history, billing records, contracts, portal access, support workflows, or project-related operations.
Customer records are for ongoing work
Once a record becomes a customer, the platform can connect more long-term items such as invoices, estimates, proposals, projects, contracts, tickets, files, and communication history. This keeps the relationship in one place instead of splitting it across tools.
Good operating habits
- Keep lead status current after every meaningful action.
- Do not leave unassigned leads sitting without an owner.
- Use notes, tasks, and communication logs inside the record.
- Convert only when the record is truly ready for the customer workflow.