Guides and
best practices.
Step-by-step guides to help your team get the most out of Essential360.
Use filters to find the right customers
The filter bar lets you narrow by health zone, country, equipment type, SLA status, and days since last service. Combine filters — for example, "Without SLA" and "Over 90 days since service" shows customers who are overdue for contact.
Switch between card and list view
The card view gives you health scores and equipment at a glance. The list view is better for scanning a large number of customers — it shows all key data in one row and is sortable by any column.
Use the drawer for a quick overview
Click any customer to open the drawer. The Overview tab shows the health score, cross-module snapshot, and service info. Switch to the Contacts, Locations, Equipment, or Case history tabs for more detail.
Review case history by module
The Case history tab in the drawer is divided into Field service, Service reports, Support, and Sales. This is your complete view of a customer's relationship with your company — all in one place.
Export a filtered list
Once you have filtered to the customers you want to work with, click Export to Excel. The export includes all data dimensions: health score, equipment, SLA, last service, pipeline, tickets, and contacts.
Create a support ticket
In CSM, switch to LiteSupport. Click "+ New ticket". Select the customer, choose the category and priority, and describe the issue. Assign it to the right support agent.
Work through the ticket stages
Tickets move through: New → Assigned → In progress → Pending customer → Resolved. Move the ticket to In progress when you start working on it. Move it to Pending customer when you are waiting for information or confirmation from the customer.
Log every update as an activity
Each time something changes — a call, an email, a fix attempt — log it in the activity panel on the ticket. This gives you a full audit trail and ensures colleagues can pick up the ticket if needed.
Resolve and review the health score
When the ticket is resolved, mark it as Resolved. The customer's health score is automatically recalculated. A resolved ticket improves the score; open tickets reduce it.
Use the Customer health board proactively
Check the health board weekly. Customers in At risk or Needs attention may not have contacted you yet — but their score signals that something is wrong. Reach out before they escalate.
Open the app and find today's jobs
The technician view opens directly to today's jobs, ordered by time. The active job is highlighted at the top. Completed jobs are faded at the bottom.
Open a job before arriving
Tap the job to open the detail view. You will see the customer contact (tap to call), the problem description, the coordinator's note, and the last two service visits. Read these before you start.
Start the job on site
Tap the green Start job button when you arrive. This starts the passive timer and moves the work order to In progress in LiteField. Your coordinator can see you have started.
Work through the checklist and add photos
Tick off each checklist item as you complete it. Add photos of the fault and of the completed work — before and after. The 4-slot photo grid is in the middle of the screen.
Scan parts used
If you use any parts, tap Scan part barcode and point the camera at the barcode. The item number is captured automatically. Adjust the quantity with the + and − buttons. Add as many parts as needed.
Close the job
When the work is done, tap your outcome: Resolved (fixed on site), Follow-up (second visit needed), or Parts (awaiting a part order). Add a brief note on what you found and what you did. Your coordinator sees the result immediately.
Capture every lead immediately
The most important habit in LiteCRM is logging leads the moment they appear — whether from an inbound enquiry, a trade show conversation, or a referral. Do not let leads live in your inbox or notebook.
Qualify before you present
Resist the urge to jump to a presentation too early. A lead in Qualifying should have confirmed: they have budget, they have a decision-maker involved, and they have a genuine need. If any of these are unclear, stay in Qualifying.
Use the sale type field strategically
LiteCRM tracks whether an opportunity is a New sale, Re-sale, Cross-sale, or Re-win. Use this to understand your pipeline mix — a healthy pipeline has all four types.
Log activity at every stage
Every call, email, and meeting should be logged as an activity on the opportunity. This gives your team context when they pick up the record, and it gives you accurate data for the Sales report.
Close clearly — even if it is not won
When an opportunity is decided, mark the outcome immediately. Lost, No decision, and On hold are all valid outcomes. This keeps your pipeline clean and gives you accurate win rate data.
Open LiteCRM and switch to Lead management
From the main navigation, click CRM. The default view is Lead management. You will see an empty board with three stages: New, Qualifying, and Nurturing.
Create your first lead
Click the "+ New lead" button in the top right. Fill in the company name, contact name, and source. Choose a stage. Click Save.
Qualify the lead
When you have had initial contact, drag the lead card to Qualifying — or click the card and use the stage dropdown. Add notes in the activity log to document what was discussed.
Convert to an opportunity
Once the lead is ready for a commercial conversation, click "Convert to opportunity". This creates a new card in the Sales opportunities pipeline with the same contact information.
Track the opportunity to close
Move the opportunity through the five pipeline stages: Needs analysis → Presentation → Handling resistance → Negotiation → Closing. When the deal is decided, mark it as Won, Lost, No decision, or On hold.
Create a new work order
In CSM, switch to LiteField. Click "+ New order". Select the customer, choose the order type (Installation, Repair, Maintenance, or Urgent), and add a description of the problem or task.
Assign a technician
In the work order detail, select the primary technician from the dropdown. If the job requires a second technician, add them as secondary. The order will appear in their personal job queue.
Schedule the visit
Switch to the Calendar view. Find a free slot for the assigned technician. Drag the unscheduled work order from the backlog onto the calendar. The order moves from New to Scheduled automatically.
Add a coordinator note
Before the technician starts, add a coordinator note to the work order. This appears prominently in the technician's mobile view. Use it to flag known issues, access codes, or anything the technician should know before arriving.
Monitor the job in real time
When the technician starts the job on their mobile app, the order moves to In progress. You can see the elapsed time and any photos or parts they log.
Review the completed job
After the job is closed, open the work order. You will see the technician's notes, all photos with timestamps, and the full parts list with item numbers and quantities.
Recommendations.
That work.
Log leads the moment they appear
The biggest cause of lost deals is leads that never made it into the system. Build a team habit of logging every lead — however small — within 24 hours of first contact.
Schedule service before the customer asks
Use the Last service filter in the Customers section to find customers who are overdue. Proactive service calls reduce reactive support tickets and improve health scores.
Review your pipeline every Monday
A weekly pipeline review catches stale opportunities before they die. Any opportunity that hasn't had an activity logged in 14 days needs attention.
Brief your technicians the day before
The coordinator note field in LiteField is most valuable when used the day before the visit — not the morning of. Give technicians time to prepare.
Resolve tickets the same day when possible
Same-day resolution has a disproportionate positive effect on customer health scores and customer satisfaction. Prioritise speed on simple issues.
Keep equipment records current
Out-of-date equipment records are the most common data quality problem. Update firmware versions and installation dates immediately after every service visit.
Not sure
which plan fits?
Book a 30-minute demo and we will walk you through the modules relevant to your business and recommend the right starting point.
