Customer history

Customer history is the timeline of everything that happened between you and a given person: every call (missed ones included), every text, every quote sent, every appointment kept or missed, every invoice paid or late. In isolation, a call is a riddle; placed in its history, it becomes information — the three-year customer calling back about the same fault isn't a new lead.

The commercial value is immediate: faster answers, promises kept because they're recorded, relevant upselling ("your boiler is five years old"). The legal value is its counterpart: a history is personal data, subject to the GDPR — reasonable retention periods, right of access and erasure. The good practice of modern tools: a history fed automatically by integrations, and exportable on request.