Customer groups: one customer with several sites

Some customers live in your PSA as several companies, one per office or site: "Apcco - Fresno", "Apcco - Modesto", "Apcco - Head office". Each one carries its own tickets, contracts and contacts, and until now Current showed them as unrelated accounts. A customer group sits above those sites. It gives the customer one page that adds every site up, one row on reports and dashboards, and one entry in the health and at-risk lists, while each site stays its own company record with its own PSA sync.

The screens use the word your workspace calls its customers, so a group reads "Client group", "Customer group" or "Partner group" depending on the word picked in Settings, Workspace basics. This article says customer group throughout.

There are three ways a group comes about, and a company belongs to at most one group.

HaloPSA's Top Level is offered only as a suggestion because a Top Level can hold clients that have nothing to do with each other. Syncro has no parent or Top Level field, so in a Syncro workspace groups come from suggestions and from making them by hand.

Tenant admins and sales leaders see a Suggested groups panel at the top of the Companies list whenever Current has a suggestion. Each one names the group and its sites. Create group makes it with every site listed. Dismiss hides that suggestion for good. The panel is absent for everyone else, and absent when there is nothing to suggest.

1. 1
   Open one of the sites

   Open the company record of any site that belongs to the customer.
2. 2
   Open the group action

   In the row of labels at the top of the page, press the group action. It carries your workspace's word, for example Client group.
3. 3
   Add it, or start a new group

   Pick Add to a group to put this company into a group that already exists, or New group to start one. A new group's name starts as the text before the dash in this company's name, and you can change it.
4. 4
   Pick the sites and the main company

   Search for the other sites and add them. A company already in another group is shown as such and cannot be picked. Marking a main company is optional.
5. 5
   Save

   Press Create group or Add to group. The sites now read "Part of" the group across the CRM.

Opened on a company that is already in a group, the same action shows the group's sites, lets you rename the group, make this company the main one, remove this company from the group, or delete a group that was made in Current. Deleting a group leaves its sites exactly as they were.

Tenant admins and sales leaders (the Sales manager role, or anyone with the sales manager switch) create, change and delete groups and act on suggestions. These are the same people who can merge duplicate companies. Everyone else with CRM access sees the groups, the "Part of" labels and the customer page, but not the controls that change them.

A group made from your PSA's parent company follows your PSA. Its name and its main company come from the parent, so they can't be changed in Current, and the group can't be deleted here. To rename it, rename the parent company in your PSA and the next sync carries the new name. You can still add other companies to it and remove sites from it.

A site you remove from one of these groups stays out. Current remembers the removal and never puts that site back on a later sync, even though your PSA still lists the parent. Add the site again by hand if you change your mind. When a parent company changes in your PSA, the next sync moves the site to its new group, and a group left with fewer than two sites goes away. Sites you added by hand or from a suggestion are never moved by a sync.

Each group has its own page. Open it from a "Part of" label on the Companies list or on a company record. The page shows the group's name, every site as a link to its company record (the main company is marked), and adds the sites up section by section:

Every number on the page is the company record's own number for each site, added up. The page applies the same rules the company record does, so you see a site only if you can open its company record, and a figure only if the company record would show it to you. A site whose numbers could not be read is named under the section, and a total that is missing a site prints a dash instead of a smaller number. The page adds up the first 25 sites of a very large group and says so; open any other site from the Companies list.

Money shows only to the people who see money on a company record: tenant admins, sales leaders, account executives, people with Full CRM and Finance. Everyone else sees the page without the Money section, without MRR in the overview and without deal values.

The group's profitability verdict is worked out from the sites' recurring revenue added together against their recurring cost added together. It is never an average of the sites' margins, which would let a small site count as much as a large one. Project and one-time work stay out of the verdict, as they do on the company record. The cost of each technician is never shown on this page, whoever is looking.

The Companies list keeps every site as its own row, each labelled "Part of" its group. The group filter narrows the list to one group's sites, and every other filter, including Has open deal, still works alongside it.

Reports that break numbers down by company (Profitability, Service desk, Time saved by Current, Whitespace coverage, and Book & activity) offer a switch named "By" and your workspace's word ("By client", for example) once you can see at least one group. With it on, each group's sites become one row named after the group, and a company in no group keeps its own row. Turn it off to see each site again. A scheduled report can be sent the same way: switch the option on in the schedule, and each recipient's PDF uses only the groups that recipient can see in Current.

On a dashboard, the same switch sits above the tiles and is your own choice: it does not change the board for anyone else. Only a tile that lists companies, and whose number can be added up (a count, money or hours, or an average Current can recompute from each site's count), shows groups as one row. A percentage tile keeps its site rows. The tile's headline number never changes, only the rows under it. A TV link always shows sites, because nobody is signed in to see groups.

Wherever Current lists accounts by relationship health or at-risk (the Relationship health tile on Sales home, the at-risk lists, the counts of accounts at risk and on watch, and the churn-risk lines in the daily and coaching briefs), a grouped customer is listed once, as its group, with its worst site's score and that site named beside it. The entry opens the customer page. Companies in no group are listed as before.

Possible duplicates never offers two sites of the same group as a pair, and auto-approve never merges them.

Business reviews are built for one company at a time, so a review of a grouped customer still covers one site. Tickets, contracts, notes and deals stay on the site they belong to; the group only reads them.