The Clients page is the heart of the system. Every company you work with has a client record that stores their contact details, services (H&S, HR, FRA), renewal dates, assigned advisors, and more.

Click on any client's name to open their full record. From there you can view and edit all their details, upload documents, log calls, manage accreditations, training, appointments, and send emails — all in one place.

• Contract Status — tracks where the client is in their relationship with Safewise. Options are: Active (member) — a full H&S or HR member; Active (XC / Ad-Hoc) — an active client on a non-membership basis; DNR; Prospect; Ceased Trading. When a quote is accepted, the status is set automatically based on what was agreed. The status shows as a coloured dropdown in the client list — click it to change a client's status on the spot (e.g. move an Ad-Hoc client to Member) without opening their record; you'll be asked to confirm before the change is saved, as a safeguard against an accidental click.
• Enquiry Source — for a Prospect who's got in touch but hasn't been quoted yet, set the Enquiry Source dropdown on their record (Phone / Email / Website / Mailing List) so they're flagged as a proper enquiry rather than a generic prospect. It shows as a small badge under their contact name in the client list, and you can filter to just phone, email, website or mailing-list enquiries using the enquiry source dropdown next to the status filter — combine it with the Prospect status filter to see everyone who's enquired but not yet had a quote, grouped by how they got in touch.
• Sector filter — the sector dropdown groups the many trades under their parent sector: pick Construction and you'll get every construction trade (Groundworks, Plastering, Roofing, Electrical, and so on); the individual trades are still available lower down under “Specific trade”. Where a client has no trade recorded, the Sector column shows their scoring sector instead of a blank.
• Status filter — by default the client list shows only active Members, and a red note next to the “Clients” heading reminds you the list is filtered. Use the status dropdown at the top of the page to switch view — e.g. Ad-Hoc (XC), DNR, Prospect, Ceased Trading, or “All – incl. Lapsed / DNR / Ceased” to see everything.
• Payment Terms — set on a client's record (Account Management section) to note how they pay, e.g. 14 days, 30 days, or End of month. Pick Other (specify)… to type in a special arrangement. It's shown on the client's Overview tab; it doesn't currently appear anywhere else.
• Probability — a percentage showing how likely a prospect is to convert.
• Next Action — a date and note to remind you what to do next with this client.
• Click to dial — phone numbers shown on a client's Overview tab (Landline, Mobile) and on their Additional Contacts cards are clickable, so on a phone or a computer set up for calling, clicking one starts the call.
• No. of Employees / No. of Self-Employed / No. of Premises — used for quoting and coverage context. Employees and Self-Employed each show as their own column on the client list (similar to the Google Review column) so you don't need to open a record to see them, and No. of Employees still drives the small/medium/large size targeting used in mail merge.

Frozen header row — the row of column headings (Company, H&S, HR, TRN, O/T, SSIP, FRA, SIA, Gaps, etc.) stays visible as you scroll down a long client list, so you always know which tick you're clicking without having to scroll back to the top.

Service coverage columns — the client list shows a dot for each of the 7 services (H&S, HR, TRN, O/T, SSIP, FRA, SIA). TRN covers classroom and on-site training; O/T covers online training; SSIP covers accreditations. A green ✓ means the client has that service — for TRN and O/T that means training logged in the last 12 months (training is episodic, so older records don't count as current cover; the Training / Online Training options in the “missing services” filter use the same 12-month basis). Clicking a dash (a service we can't see) turns it into a green ✓ in one click — use this to mark a service you know the client has with us but that isn't captured in the records yet (for example a client with lots of inspections logged elsewhere). A manual green tick then counts as held everywhere, including the “missing services” mail merge and the client's Compliance & Services scores (it counts as fully up to date for that service, since we don't hold a specific date for it). Clicking again cycles the status (Need → Don't Know → Done By Others → Done By Themselves → N/A → back to a dash), so you can also amend or correct a tick (e.g. mark SSIP as DBT even though we detect an accreditation). For a service we do already detect, clicking the green ✓ goes straight to those gap states. SIA (Safety Inspections & Audits) is the same one-click green, but it sets the client's actual "Regular Safety Visits" flag for you, so you don't have to open the record separately. Cycling past N/A returns to the auto-detected ✓. Editing requires the Edit service gap status permission — directors and admin by default, configurable in Settings → Users & Access:

• Need — Safewise could provide this, pursue it
• Don't Know — not sure yet who provides this for the client; flag it to find out
• DBO — Done By Others (competitor or external provider)
• DBT — Done By Themselves (handled internally)
• N/A — Not applicable to this client

Use the Gap status filter pills above the list to show all clients with a specific status, then use Mail Merge to target them with the right message. Pre-built templates exist for every service + status combination.

🧠 Brief me — on any client's detail screen (footer), click Brief me for an instant AI summary before you call or email them: who they are, what we provide, what's outstanding or coming up, and a suggested talking point. It only ever uses information you already have access to — if you can't see a client's financials or a particular service, the briefing won't mention them either.

No monthly Safewise session (12mo) filter — the Engagement filter row has a toggle: No monthly Safewise session (12mo). When active, the client list shows only active members who have not sent anyone to a Safewise Monthly Manager Training or Safewise Quarterly HR Training session in the last 12 months. Use this with Mail Merge to target non-engaged members — opening Mail Merge while this filter is active automatically loads a pre-written re-engagement template about the free monthly sessions.

Compliance & Services Scores — the client list shows two coloured /100 scores per client. Compliance (Comp) measures risk on the services they actually hold — if something went wrong today, how exposed are they? — green = well protected, red = exposed. Services (Svcs) measures how much of what they're eligible for they hold with us — green = well-serviced, red = untapped opportunity to sell. Both apply to members only (Ad-Hoc, lapsed and prospect clients show “—”), and both rescale fairly so a client is never marked down on things that don't apply to them (no premises, no staff, etc.). Click any member for the full breakdown of each score in the Overview tab. The Compliance Score climbs as visits are logged, the training status is set, and open Actions (also on the Overview tab) are cleared.

Mail Merge — click the ✉ Mail Merge button in the top-right to enter select mode. Tick individual clients (the list stays put as you tick — no jumping back to the top) or use the filters first and click Select all filtered to target a specific group; Deselect all clears your selection, and Clear filters also resets the gap/status filter pills. You can also narrow the list first with the filter dropdowns above it — including size (Small 1–15, Medium 16–49, or Large 50+ employees) and premises (Multiple sites, or a Single site) — so you can target, say, small multi-site clients with a tailored message. Combine these with the sector and status filters, then Select all filtered. Then click Compose Email → to write your message. Tip: when you've set both a size and a premises filter, the compose box automatically loads a message tailored to that segment (e.g. small + multiple sites loads a "helping hand across your sites" message). It's only a starting point — edit it however you like before sending, or pick a different one from the template dropdown. ✨ Draft with AI — or just describe the email you want in the AI box ("warm re-engagement to lapsed construction clients, mention our inspection service, keep it short") and click Draft; it writes the subject and message for you, with the right merge tags, ready to edit. It never sends on its own — you still get the Review & Send preview. The Send to dropdown chooses which contact at each company receives it — Main/Overall contact (default), Accounts, HR, Training, or All contacts on file; if a client has no contact of the chosen type recorded, it falls back to their main/overall contact automatically. Use merge tags in the subject or body — they are replaced with each recipient's details before sending: {{firstName}} {{company}} {{heldServices}} (services we already provide them) {{neededServices}} (services marked Needed) {{dboServices}} {{dbtServices}}. There's also a No Google review pill next to the engagement filter: click it to narrow the list to active clients who haven't left us a Google review yet, then Select all filtered and compose — the "Google review — ask for one" template loads automatically and includes the {{reviewLink}} tag, which fills in our review link for each recipient. The client list has a Review dot sitting with the service dots: green tick means they've left one, grey dash means they haven't, and one click changes it — the same as the service dots, except anyone can update it, not just admins. Clients you mark green drop out of the target set next time. It is deliberately kept out of the Compliance and Services scores and the Gaps count, because a review isn't a service we provide. There's a ready-made "Fill in the blanks" template (auto-loaded when you filter by the Needed gap pill) that uses these to say "we already provide your {{heldServices}}, but we're not sure about {{neededServices}} — do you have those elsewhere, in-house, or would you like our help?" You can also add attachments (e.g. a newsletter or PDF) — the same file(s) are sent to everyone, up to 10MB total. Sent emails appear in each client's Emails tab as normal.

Review & send — when you click Send, a preview appears showing exactly how the email will look for the first recipient (with merge tags filled in) and how many clients it will go to. Always read the preview before confirming — it's your last chance to catch a mistake, since a send can't be undone. If you've used a merge tag that isn't recognised (e.g. a typo like {{firstname}}), the preview warns you, because an unrecognised tag would be sent to the client exactly as typed. Click Send to N clients to go ahead, or Back to edit to make changes.

Filter by score — the Compliance and Services score dropdowns (High / Med / Low) can be combined with any other filter (sector, status, gaps, etc.) to target a group — e.g. members with a Low Services Score for an upsell push, or Low Compliance for a check-in. Opening Mail Merge with a score filter active auto-loads a matching template (under Scores in the template dropdown).

▶ Watch the Mail Merge walkthrough

Combined membership price — when a client holds both H&S and HR membership, their Existing Services tab shows a Combined membership (H&S + HR) total beneath the two memberships, so you can see the full yearly membership figure at a glance (visible to users with financials access).

📜 Membership Certificate — on a client's Existing Services tab, a Generate H&S Certificate / Generate HR Certificate button appears for each active membership. It opens a dialog pre-filled with the client name, term, start date, policy renewal date, expiry date and (on HR certificates) the HR advisor (all editable), then lets you download the PDF certificate or email it straight to the client. You're also prompted to generate one right after confirming a renewal, and now also right after accepting a quote that includes an H&S or HR Membership — no need to go looking for it separately. Certificates are produced on demand — never automatically — so they won't clash with ones issued by the website. Emailing requires the master email switch to be on (Settings → Email).

The certificate is the standard Safewise membership certificate — the same document Jolie issues by hand, with the blanks filled in. There are six versions (1, 3 and 5 year, for H&S and HR) and the CRM picks the right one for the service and term; a 2-year term uses the 3-year design. The dates are worked out from the current term, not from when the client first joined: the From date is the start of the term that was last confirmed, the policy renewal date is a year after that less a day, and the expiry is the full term less a day (so a 3 year term from 8 September 2026 runs to 7 September 2029). The policy renewal only appears on terms longer than a year, so that field is hidden for a 1-year certificate. All of them stay editable if a particular agreement is different.

HR certificates carry an HR Advisor line, which is pre-filled with the client's own HR advisor and printed in capitals. Add a qualification after the name (e.g. Assoc. CIPD) if you want one shown. H&S certificates have no advisor line.

🎁 Videotile Gift — while in Mail Merge mode, a purple Send Videotile Gift button appears alongside the email button (only visible once a Videotile URL is configured in Settings → Business & System). Select clients and click it to send each one a gift email with a link to choose a free Videotile course. Clients on cooldown or without an email address are automatically skipped and counted in the result. You can also send a gift to an individual client from the Overview tab of their record. A 3-month cooldown applies per client — directors can reset it from the Overview tab if needed.

The Renewals page shows all clients whose H&S or HR membership is coming up for renewal. It uses a 5-tab workflow to track each renewal from first contact through to confirmation.

Buttons on each row:

• ✉ Chase / ↻ Re-chase — opens a pre-filled renewal email. Sends it and records the chase date. The row moves to the Chased tab.
• 📞 Chased by Phone — opens a prompt where you can optionally add a call note before confirming. The phone chase is recorded and, if you enter a note, it's saved to the client's Notes tab with a 📞 prefix.
• → Renewal Sent (Chased / Action Needed) — the renewal paperwork or quote has been sent to the client. Moves the row to In Progress. It stays in your alerts until you Confirm — being sent doesn't clear it.
• ↩ Undo Sent (In Progress tab) — the renewal wasn't actually sent; moves the row back to Action Needed.
• ✓ Confirm Renewal (In Progress tab) — formally processes the renewal once the client has signed: advances the renewal date by 1 year and the agreement end date by the chosen term, resets invoice tracking for the new cycle, and places the renewal on the Invoicing → Secured renewals sheet (ready for you to click 🧾 Mark Ready). The confirm dialog shows the previous price per year next to an editable new price per year box, so you can apply a price increase at renewal — it shows the change (£ and %) and the new contract total before you confirm. Leave the new price unchanged to roll over the existing retainer. If the client is switching to Monthly instalments, the dialog previews the 6% admin surcharge — and that surcharged amount is what now actually carries through to the Invoicing page (Secured Work, Ready to Invoice and Awaiting Payment all show the loaded monthly figure, marked "Monthly (+6%)"), not the plain annual rate.
• ✗ DNR — client is not renewing. Turns off the membership and removes it from the list.
• ↩ Undo Confirm (on the Invoicing → Secured Work list, next to a confirmed renewal) — for when a renewal was confirmed by mistake (e.g. testing). Puts the renewal date, agreement end date and price back to what they were before, and sends it back to the Renewals page instead of sitting on the Invoicing sheet.
• Re-instating a DNR'd client — if a client comes back after being marked DNR, changing their Contract Status back to Active from the client list now offers to reinstate each membership that was switched off, asking for a new start date and agreement duration. Confirming recalculates the renewal and end dates and places it straight on the Invoicing → Secured Work sheet, ready to process — the same as if you'd brought the service back to life by editing the renewal date, price or term directly on the client's record.

Use this page to log and manage all appointments, audits, inspections, and meetings. Every record is tied to a client and can include a location, on-site contact, cost, mileage, and audit grade.

Client Sites — you can add multiple named sites for a client (e.g. different premises). When booking a visit you can select a site and the address and contact details will fill in automatically.

Use main client contact details — tick this checkbox in the appointment form to automatically fill the contact name, email, and phone from the client record. Untick it to enter a different contact for this specific appointment.

Confirmation email — tick Company Confirmed and Send initial confirmation email together to send a confirmation to the client. Ticking Company Confirmed alone marks it as confirmed without sending an email. Use Send confirmation and reminders to to choose whether emails go to the Main client contact, the Site contact filled in on the visit form, or both.

Mileage is calculated automatically when you select a client or site — it works out the distance from the Safewise office to the visit location. The rate per mile is set in Settings → Business & System.

📍 Maps — next to the Location / Address field on the appointment form, click this button to open that address in Google Maps in a new tab, so you can check the route or get directions straight away.

The Team Calendar shows all upcoming visits and meetings across the whole team. You can switch between month and week views, and filter by advisor.

Each item on the calendar is colour-coded by advisor so you can see at a glance who is doing what.

• Click an existing appointment or visit to open a quick read-only view first (date, time, staff member, location, contact, notes) — this stops you accidentally editing a field while just glancing at the details or tapping the address to open Maps mid-call. Use the ✎ Edit button in that view to make changes.
• Click any empty date (month view) or day column (week view) to quickly create a new appointment or visit pre-filled with that date.
• Date is the date the appointment appears on the calendar.
• Use Additional Advisors to add multiple team members to an entry — all names shown on calendar entries. This list is always the full current staff, so anyone newly added to the team is available here right away.
• Set a Duration (e.g. 1 hour, Half Day) so colleagues can see how long a slot is taken.
• If an advisor is already booked on the chosen date, a double-booking warning appears with four options: Save this & open the existing visit to amend, Go back & amend this one, Save anyway, or Cancel.
• A calendar entry with no client attached (e.g. a personal note) shows a short preview of what you typed in Notes directly on the calendar tile, so you don't need to open it to see what it's about.
• Visit types include H&S Review Meeting and HR Review Meeting as separate options — use these for annual review meetings so the repeat end date is automatically set to match the client's agreement length.
• When Annual frequency is selected, the repeat end date is automatically set based on the client's agreement duration (H&S or HR). For H&S Review Meetings this uses the H&S duration; for HR Review Meetings it uses the HR duration; for all other types it uses whichever is longer. Falls back to 5 years if no duration is set.
• Repeat frequency only ever repeats on the same day each week/month/year. To put a copy of a visit on a different, one-off date instead (e.g. moving next month's inspection a few days earlier), you have two options: open the visit and click 📋 Copy in the edit form — pick Next day, Next week, Next month, or any custom date; or, quicker, open the visit's read-only view and click 📋 Copy there (or press ⌘C), then click the day you want to paste it onto (or hover it and press ⌘V). Press Esc to cancel a pending paste. The copy is pasted onto that one day only — clicking another day afterwards opens a normal new entry rather than pasting again. Either way the original visit is left untouched.
• Type now also offers RAMS/CPP, EMS and QMS as ready-made options, alongside the free-text Custom… choice, for logging that kind of documentation work.
• For Personal entries like Holiday, WFH or Away Day, the Staff Member dropdown controls who the entry is booked for — pick a colleague there to book it on their behalf rather than your own. Booking a Holiday automatically sets that person's Out of Office for the dates covered.
• Open a visit and click ✓ Mark Done to close it out straight from the calendar — no need to go via the Appointments & Inspections page. For a Site Inspection or Audit (the recurring, billable inspection types), this carries the recorded cost and mileage straight through to the Monthly Inspections roster on the Invoicing page, ready for Stacey to invoice.
• Tick Book meeting room to reserve one of the office rooms — choose Hilton Hall Meeting Room, Downstairs Meeting Room, SafeWise Training Room or Training Room (office) from the dropdown that appears. Each room shows in its own colour on the calendar so everyone can see at a glance when a room is in use.
• Whatever you type in Notes shows on the calendar. The first line rides along on the entry itself, so a training session can read Jordhan · Training · Manual Handling rather than just Training. Hover over it to see the note in full. Keep the first line short and put any detail underneath.
• Dragging a multi-day entry (e.g. a 2-day Holiday) to a new date now moves the whole booking together, keeping the same number of days.
• Calendar entries show the job location (📍) alongside the client name where there's room, so you can see where you're travelling to without opening the entry.
• On the Day view, if two entries overlap in time (e.g. two advisors booked at the same time), they now sit side by side rather than one covering the other, so both are always visible.

Items shown at reduced opacity with a dashed border are unconfirmed — the client hasn't accepted the appointment yet. Tick "Company Confirmed" on the record once they have.

Advisor visibility pills at the top of the calendar let you show or hide individual advisors' entries. Click a pill to toggle it off; click Reset to show everyone again.

📅 Subscribe — click the Subscribe button to get a personal calendar feed URL you can add to Outlook, Google Calendar, or Apple Calendar. It stays live and updates automatically whenever visits change in the CRM. Only visits where you are listed as the staff member are included in your feed.

Use the ＋ Log Training button to log training against a client. There are two modes, switchable with the toggle at the top of the form.

The course dropdown includes preset options grouped by type. Safewise Monthly Manager Training and Safewise Quarterly HR Training are at the top, followed by standard H&S and HR courses. Select Other to type a course name manually.

Delivery type — Classroom / On-site records appear under the TRN service column on the client list; Online records appear under O/T.

Once training is completed, use ✓ Mark Completed to flag it ready for invoicing. A Re-chase countdown badge shows when a follow-up chase is due (configurable in Settings → Alerts & Reminders).

Compliance Health Score — training dimension: A client earns full training points when they have sent someone to a Safewise Monthly session within the last 12 months. They earn half points for having any training records on file. This rewards active engagement with Safewise sessions, not just certificate filing.

The Fire Risk page tracks FRA requirements per client and per premises. There are two levels:

FRA Status (on the client record) — sets the client's overall FRA classification:

• N/A — FRA not applicable for this client.
• No — client does not currently have an FRA in place.
• Unknown — FRA situation not yet established.
• Yes – Internal — the client carries out the FRA themselves. Because it's their responsibility, these do not show as overdue or generate alerts for us — they appear under the FRA All tab marked "Self-managed" so you can still see them.
• Yes – Others — the FRA is carried out by another provider. These do appear in Due for Review when the review date approaches, as an opportunity to win the work.
• Yes – Safewise — Safewise carries out the FRA. These do appear in Due for Review when the review date approaches, since it's our job to get it booked in. Accepting an FRA quote sets this automatically.

FRA Records (per premises) — once a client is set to Yes, add individual premises records via the FRA tab on their client record or directly from the FRA page. Each record tracks:

• Premises name, risk rating, assessor, FRA date, and next review date
• A fee for invoicing
• An uploaded FRA report document

Use ✓ Mark Done to record that an FRA has been completed. You'll be offered the option to upload the report document at that point. When you mark an FRA done, enter the FRA Date (when the assessment was carried out) and the Next Review Date — this resets the countdown for the next cycle.

A Re-chase countdown badge shows how many days remain before a follow-up is due (configurable in Settings → Alerts & Reminders).

Alerts are only generated for clients whose FRA Status is Yes – Others or Yes – Safewise — a client handling their own FRA (Yes – Internal) isn't our overdue item, so it's excluded, along with N/A, No, and Unknown.

Track accreditations like CHAS, Constructionline, SafeContractor, and ISO for each client. You can store the membership number, dates achieved and expiry, whether Safewise is supporting them, and any associated fee.

Workflow: chase the client (✉ Chase) → when they agree, → Start (WIP) moves it to In Progress → click the stage button to advance WIP → Submitted → when it passes, ✓ Accredited. Marking it Accredited asks you to confirm the new Date Achieved and Expiry (defaults to one year), then flags it on the Invoicing page and re-arms the renewal reminder so it reappears in Expiring Soon before the new expiry. You're then prompted to upload the certificate and update the portal login. A Re-chase countdown badge shows when a follow-up is due (configurable in Settings → Alerts & Reminders).

⏸ On Hold — while an accreditation is In Progress, click ⏸ On Hold if you're waiting on the client (e.g. they haven't sent requested documents) so the record clearly shows it's paused rather than looking neglected. Click ▶ Resume to pick it back up in WIP.

✗ Declined — if a client won't renew, mark it Declined from the Expiring Soon or Chased tab. It drops out of the renewal workflow (no longer nags in Expiring Soon or the alerts) and out of their accreditation coverage tick, but the record itself is kept for history.

Undo buttons — mistakes happen, so every stage can be backed out of. Clicked ✓ Accredited in error? A red ↩ Undo Accredited button appears on that record until you refresh the page, restoring the dates and status it had immediately before. To back a record out of its current workflow stage instead — e.g. it was moved to Chased or WIP too soon — click ↩ Back to send it back one step (WIP/Submitted returns to Chased; Chased returns to Expiring).

Portal login credentials (username and password) can be stored securely against each accreditation record — passwords are encrypted and only shown when clicked.

The alert threshold (how far in advance expiring accreditations appear) is set in Settings → Alerts & Reminders.

No dates yet? If you don't know the achieved/expiry dates when you add an accreditation (or when one is created automatically from an accepted quote), it still shows up in the Expiring Soon tab so it isn't forgotten — fill in the dates once you have them.

Delete removes a record permanently — it's gone from the system (only recoverable from a backup). Use it only for genuine mistakes or junk.

Archive keeps the record but hides it. When something is no longer active — for example a client starts doing their own accreditation, but you want to keep the history that Safewise used to do it for them — click 🗄 Archive instead of Remove.

Available on Accreditations, Training, Appointments/Inspections, FRA and Quotes (each has an Archived tab), and on a client's additional Contacts (archived contacts show in a faded group on the Overview). You can also archive an accreditation, training record or visit straight from the client's detail tabs.

Create and manage quotes for clients. Each quote can have multiple line items (services) with a term length and optional description.

The number badge next to Quotes in the sidebar shows how many quotes are still open — Draft, Sent, or Not Responded — the same way the other service pages show a count of what needs your attention.

• Draft — being prepared, not yet sent.
• Sent — sent to the client, awaiting a decision.
• Not Responded — sent, but the client hasn't got back to you yet. Use this instead of Declined when nothing's been heard — it keeps the quote out of the Declined list until you actually know the outcome.
• Accepted — client has agreed. The system will update their contract details automatically.
• Declined — client has said no. A Reason Declined field appears on the quote form so you can record why (Price, Location, Went with another company / referred elsewhere, Staying with current provider, or Other with your own wording) — shown on the quote detail view and in the Declined tab, so you can see at a glance why quotes are being lost.

↻ Send Chaser — once a quote has been sent (Sent or Not Responded), a short follow-up email is available alongside the full quote email, both on the quotes list and in the quote detail screen. It's a brief "just checking you got this" note rather than resending the whole quote breakdown — handy for nudging a client who's gone quiet.

Quote Origin — when creating a quote, select where the lead came from: Google, Referral, Advisor, Already a client, or Other. This is displayed as a coloured badge on the quotes list, quote detail, invoicing page, and the client's Financials tab.

When a quote is accepted, you select which line items the client has agreed to, and choose whether each applicable service is paid as a Lump Sum or Monthly (monthly adds a 6% admin surcharge — only available for H&S Membership and HR Membership). The client's H&S and HR values, renewal dates, start dates, and contract status are then updated automatically. Any service gaps previously noted (Needed, DBO, DBT) are cleared for services included in the accepted quote.

Combined H&S + HR Membership (single line, one price) — when you want to quote both memberships as one joint service at a single price, choose “H&S + HR Membership” from the line-item service dropdown and enter one price against the 1 / 3 / 5-year term (no need to split it between H&S and HR). When the quote is accepted it's recorded as one combined membership at that price and shows as “H&S + HR” throughout — on the Renewals page, the Invoicing sheet and the client's Existing Services tab — renewing and invoicing as a single line. Marking it DNR turns off the whole combined membership.

Or: combine two separate lines for presentation only — alternatively, add H&S Membership and HR Membership as two separate lines and tick “Combine H&S + HR Membership as one line on the quote” on the quote form. When both lines share the same term and payment method, the quote view and emailed summary show them as a single “H&S + HR Membership” line at the combined price, but the two are still tracked separately behind the scenes (separate renewal dates and values). Use this when you want the two prices kept apart internally; use the single combined line item above when you just want one price.

If a Fire Risk Assessment is accepted and the client has no existing FRA records, a placeholder record is created automatically so it shows up in alerts and tracking straight away.

Accreditation Support — when you add an Accreditation Support line item, a dropdown appears so you can pick exactly which accreditation is being quoted (CHAS, Constructionline, SafeContractor, etc.), the same list used on the Accreditations page. Once the quote is accepted, an accreditation record for that exact type is created for the client automatically and appears on the Accreditations page ready to track through to completion.

When a quote is accepted, or a new client is added as Active (member), a card opens on the Onboarding page with a checklist of nine tasks. The client is fully onboarded when every task is ticked and it has been signed off.

Each task belongs to someone, and the board groups cards by who the next task is waiting on — so the first thing you see when you open the page is what is waiting on you.

1. Invoice raised and sent — the office
2. Advisor allocated — Jolie
3. Initial consultation booked — the allocated advisor
4. Policy sent — Jolie or Stacey
5. Membership certificate sent — Jolie or Stacey
6. Advisor CV sent — Jolie or Stacey
7. Advisor qualifications sent — Jolie or Stacey
8. Initial consultation completed — the advisor
9. Signed off as complete — Jolie or a director

The other four are ticked by hand, because they are someone confirming that something actually went out. Open a card and tick them there; they save straight away.

Sign-off is a gate. It cannot be ticked while anything else is outstanding, and the card will tell you what is still missing. Once it is signed off, you are offered the chance to put the client's six month interim review in the diary there and then.

A card that has not moved for a while appears as a warning on the dashboard and the Alerts page, naming the task and the person it is waiting on rather than just saying it is stuck. It reads "Waiting since" rather than "overdue", because the date is when it started waiting, not a deadline. The threshold is set in Settings → Alerts & Reminders.

My Work picks up your onboarding tasks wherever they are. On the dashboard, switching to My Work shows everything for your own clients plus any onboarding task that belongs to you — so the office sees every outstanding policy, certificate, CV and invoice across the whole book, even on clients they aren't the advisor for, and advisors see the consultations they need to book.

Use the All / Mine toggle to switch between everyone's cards and your own. Completed cards can be archived — they are hidden, not deleted.

Google reviews: a review request email is sent automatically 21 days after a card is signed off, and again 21 days after a membership renewal is confirmed. Once a client confirms they have left one, tick the Google Review box on their Overview tab, or the Review column on the Clients list. A filter above that list shows only clients who have not left one yet, which is handy for a mail merge.

From October, our paid Google adverts use a separate tracking number. Calls still ring the normal office handsets, but the display shows an ADS code so you know it came from a paid advert rather than anywhere else.

When one of those comes in, log it under Business Development → 📞 Ads Calls. It only takes a moment, and it's what lets us work out whether the advertising is paying for itself.

Website enquiries count too. When someone fills the form in on the website after clicking an advert, the enquiry email carries a long Google reference. Log it the same way — tick Website enquiry form at the top of the form and paste that reference in. It does the same job for a form as the phone number does for a call, so it has to be copied exactly.

Set the outcome honestly. A wrong number or a time-waster is still worth logging: it tells us the adverts are reaching the wrong people, which is as useful as knowing when they work. Only the outcomes that count as a result are sent to Google, and the rest stay in the CRM.

If the call turned into a quote or a new client, put the yearly value in. That's what lets Google weigh what an advert brought in against what it cost.

Exporting. Once a month a director sends the files to our advertising agency. ⬇ Calls for Google and ⬇ Web enquiries for Google are the two they import — they are separate because Google matches a call on the phone number and a form on the reference code. Anything in either file is marked as sent so it can't be counted twice. ⬇ Monthly file is the summary they see: dates, outcomes and values, with no names, contacts or phone numbers in it.

The Invoicing page tracks work that has been agreed and needs to be invoiced. It is split into four sections:

• Secured Work — accepted quotes, confirmed renewals, FRA records, accreditations, training, and site visits that have been marked as secured but not yet flagged for invoicing. A total value for all secured items is shown. Click 🧾 Mark Ready to move an item into the invoicing pipeline — once you do, it moves down into Ready to Invoice / Awaiting Payment / Paid as it progresses, and drops off the Secured Work list so it isn't shown in two places at once. For a confirmed renewal, click ↩ Undo Confirm if it was confirmed by mistake — this puts the renewal back the way it was and sends it back to the Renewals page.
• Ready to Invoice — items flagged and ready. Click Invoice Sent → to record that the invoice has gone out — you'll be asked for the invoice number (optional; click Skip if you don't have one to hand). Once an item has been invoiced, its row shows the invoice number (if entered) and a VAT-inclusive total alongside the usual figure, worked out at 20% — the underlying stored value is unaffected, so renewals, reports and ARR figures elsewhere in the system are unchanged. Combined H&S + HR: when a client's H&S and HR memberships are both ready and are on the same payment arrangement (both one-off, or both monthly), they appear as a single H&S + HR Membership/Renewal line at the combined price, so you can invoice — and, for monthly clients, record each month's payment against — the joint membership as one, matching the single invoice you raise. This applies both to renewals and to a brand-new member's first invoice from their accepted quote. Sending, paying or undoing it applies to both together. If one service is monthly and the other isn't, they still show as two separate rows.
• Awaiting Payment — invoices sent. Click ✓ Mark Paid to record payment and move it to Paid, or ↩ Undo to move back to Ready. Xero does most of this for you — see below.
• Paid — everything paid in the last 90 days, with the paid date (editable — click the date to correct it), the amount, and who recorded it. Click ↩ Undo to move an item back to Awaiting Payment if it was marked paid by mistake.

💷 Payments come back from Xero automatically. When you click Invoice Sent →, you're asked for the Xero invoice number. The same applies on the Site Inspections tab: invoicing visits together asks once and puts that number on all of them, since it's one invoice, and invoicing them separately asks for a number per visit. It's required, because it's the only thing linking the job to Xero — and to save typing, the client's recent Xero invoices are offered as buttons to tap. If the invoice genuinely isn't raised yet, No number yet lets you through, but that item won't be checked automatically and you'll have to mark it paid by hand. From then on you don't need to mark that item paid at all: each night the CRM checks Xero, and anything Xero says has been paid is recorded here automatically, using the real date the client paid rather than the date anyone got round to ticking it. It matches on the invoice number only, never on the amount, so it can't put a payment against the wrong job.

Who it goes to. The Send to tick boxes let you pick more than one contact at each company — the main contact and the HR contact, say. Anyone who holds more than one of the roles you've ticked still only gets one email, so nobody is sent the same thing twice.

Most clients only have a main contact on file, so if you tick HR on its own, very few companies actually have one. The tick box underneath, "If a client has none of these on file, send to their main contact instead", is on by default and covers that. Turn it off and those clients simply won't be emailed. Either way the line underneath tells you the numbers before you send.

📊 Email tracking. The Emails page (admin and above) has four tabs. Dashboard is the headline view: campaigns sent, clicks, opens, bounces, spam complaints, unsubscribes and how many addresses have never once engaged, over 30 days, 90 days or a year. Click any of the Opened / Clicked / Bounced / Marked as spam / Never engaged boxes to see exactly who's behind that number; click Unsubscribed to jump straight to the Unsubscribed tab. Sent log is every email the CRM has sent. Mail merge results breaks it down campaign by campaign. Unsubscribed lists anyone who has opted out.

Trust the clicks, not the opens. Apple Mail and some security software load the tracking image whether or not a person actually read the email, so open rates come out higher than reality. They're useful for comparing one campaign against another, not as a count of readers. Clicks are real.

Every mail merge now carries an unsubscribe link. If a client uses it, or marks one of our emails as spam, they're flagged and future mail merges skip them automatically — you'll see how many were skipped after each send, and a red 🚫 Unsubscribed badge on the client list. They still receive everything to do with their agreement: visit confirmations, reminders, renewals, certificates and reports. Those aren't marketing and are unaffected.

Narrower access. A director can give someone the Invoicing page without the money on it, via Settings → Users & Access → Per-User Overrides. View Secured Work only shows just the Secured sheet, so whoever raised a quote can check their own accepted work came through without seeing what is owed or paid. View Site Inspections invoicing does the same for the inspections roster.

Which figure you see, and why it changes. In Secured Work and Ready to Invoice, the amount shown is the figure before VAT — that is the one you type into Xero, which adds the 20% itself. Once you click Invoice Sent →, the main figure switches to the VAT inclusive total, which is what the client actually owes, with the before-VAT figure shown underneath. Awaiting Payment and Paid work the same way. Nothing about the stored value changes: memberships, renewals and all reporting stay before VAT throughout.

You don't have to wait for the overnight check. 🔄 Check Xero at the top of the Invoicing page fetches the latest from Xero there and then and marks anything it says is paid, so an invoice you've just linked can clear straight away.

Above the Awaiting Payment list you'll see what Xero knows. Items with no invoice number recorded can't be checked, so the CRM offers a possible match where it finds exactly one Xero invoice for that client at exactly that amount — check it against Xero before clicking "That's the one", as it is a guess based on the amount. Confirming only files the invoice number against the item; it doesn't mark anything paid. An invoice that was voided in Xero is flagged in red, since it will never be paid and needs removing or re-invoicing. Items on a monthly arrangement are deliberately left alone, because a monthly membership is one annual invoice that sits part-paid all year and you record each month's payment yourself.

Monthly payments — when a membership or quote line item is paid monthly, its Awaiting Payment row shows 💷 Record Payment (opens a small dialog where you can enter or adjust the exact amount received and the paid date, then logs it but keeps the item in Awaiting Payment so you can record next month's too) and ✓ Close (use when the arrangement finishes, to remove it). Each recorded payment appears in the Paid section with its date, so you get a full monthly payment history. A membership renewal confirmed as Monthly is marked "Monthly (+6%)" throughout Secured Work, Ready to Invoice and Awaiting Payment, and the figure shown/recorded already has the 6% admin surcharge added on top of the agreed annual price — you don't need to add it yourself.

🔍 Site Inspections tab — the working list for invoicing safety inspections, built automatically from the calendar. Any Site Visit or Site Inspection with a Cost counts as an inspection. Use the month picker at the top to choose a month; the tab then lists every inspection scheduled that month, grouped by client, so you can see a client's whole month at a glance (each client shows "N visits · last visit …") and decide when to invoice. Visits not yet ticked done show as Scheduled (view-only); once ticked done on the calendar they become Ready and can be invoiced. Columns: Site, Frequency, PO, Cost, Mileage, Total, Date, Auditor, and an editable Notes box. To invoice, tick a client's Ready visits and choose 🧾 Invoice ticked together (one invoice) or Invoice ticked separately, or use each row's Invoice →. Items then move Ready → Invoice Sent → Paid; paid ones show in the Pipeline tab's Paid list. If earlier months still have anything to invoice or collect, a ⚠ banner at the top links straight to them so nothing's missed.

When you click Invoice Sent → for a client whose onboarding card is at Stage 3 (Ready to Invoice), the card automatically advances to Stage 4 (Invoiced) — no manual update needed.

When a renewal is confirmed on the Renewals page, the invoice status for that renewal is cleared automatically, ready for the next cycle.

A director can also give someone a narrower, view-only look at just the Site Inspections list — without opening up the rest of the Invoicing page's financial sections — via Settings → Users & Access → Per-User Overrides ("View Site Inspections invoicing"). Anyone with only this permission sees the Site Inspections tab (no other tab), can browse and change month, but can't tick, invoice or mark anything paid from this page — that's still done via the calendar or by someone with full Invoicing access.

The Conversation Notes page shows every logged call and note across all clients in one place, sorted most recent first. Use it to review recent activity without having to open individual client records.

To log a call or note, open a client record and go to the Notes tab. You can record the date, a summary of the conversation, a follow-up date, and who the call was with. Notes are visible to the whole team.

Click on any client's name in the notes list to jump straight to their full record.

The All Alerts page pulls together everything that needs attention across all clients. Alerts are raised automatically — you don't need to set them up.

Click any alert to jump straight to that record on its service page (Renewals, Accreditations or FRA), filtered to the client, where you can chase, snooze or action it. Once you snooze or chase a record, its alert disappears from the dashboard automatically.

All thresholds are configurable in Settings → Alerts & Reminders. Training expiry and appointments do not appear in Alerts — training is handled via automated emails, and appointments are managed through the Calendar.

Spotted a bug or got an idea to improve the system? Log it here instead of using a separate tool — it's quick and works on your phone when you're out and about.

Click the floating 🚩 button (bottom-right, on any page) or the ＋ Log Fault / Suggestion button on the Feedback & Faults page. Choose whether it's a Fault or a Suggestion, give it a short title and any details, and submit. The system records who logged it, when, and which page you were on.

Everyone can see all logged items so nothing gets reported twice. Items move through Open → In Progress → Done / Won't Do. Only directors can change an item's status or add a triage note (which everyone can then see), so you'll always know your report was picked up.

All staff can open Settings from the sidebar. Every user gets a My Account tab for their own personal settings (theme, email signature, out of office). Directors and Super Admins see all tabs. A director can grant an individual team member wider access — to Alerts & Reminders, Email, and Business & System — via Extended Settings access in Per-User Overrides (Users & Access always stays director-only).

Settings are grouped into five tabs, by what you're trying to do:

• 👤 My Account (everyone) — your personal settings: choose the table density (Comfortable or Compact), set your own email signature, and set your own out of office.
• 🔔 Alerts & Reminders — everything time-based in one place. Set how far in advance each type of alert appears (renewals, FRA, accreditations, onboarding stale days), the Chase Follow-up Window (how many days after a chase before a re-chase turns overdue — separately for Renewals, FRA, Accreditations and Training), and the Reminder Email Timing (how many days before the date the automated renewal, training and visit reminder emails send).
• 📧 Email — the email sending setup: the master email switch and the per-type switches to enable/disable individual kinds of email (direct, mail merge, certificates, feedback, gifts, confirmations, automated reminders, training certificates) — handy for testing; manage Mail Merge templates; set a Reply-To address; choose which visit types send confirmation emails; and manage the Signature Image Library (shared logos/badges advisors can drop into their signatures).
• 👥 Users & Access (director only) — the people admin, in one place. Add, edit or remove user accounts; set roles and sector restrictions; Force Password Change (All Users), Reset Access Agreements, or Log Out All Users. Below the user list, the Feature Permissions matrix controls which roles can access each feature (financials, invoicing, export, See all FRAs, etc.), and Per-User Overrides grant an individual user extra access (e.g. give an FRA specialist See all FRAs, a trusted team member Extended Settings access, or someone View Site Inspections invoicing). Permission changes take effect at the user's next page load; Super Admin always has full access.
• 🏢 Business & System — business config and admin tools: the default mileage rate (£ per mile), custom industry sectors, and the Videotile Gift URL/cooldown/email. There's a one-click Flag blank services as Don't Know tool (for every active client/member, marks any service we're not already providing them and that has a blank gap as Don't Know, turning the client list into a worklist to chase — only touches blanks, safe to re-run). Directors also get the Weekly Briefing (AI-written email every Sunday at 5pm; turn on/off and send a test), 🧠 AI: Suggest CRM Improvements, Database Backups (Load Backups → Restore, typing Safewise to confirm; restoring replaces all data and logs you out), and 💷 Xero (read-only) — shows when the nightly 3:30am invoice sync last ran and how many invoices it pulled, with 🔄 Sync now to fetch changes immediately and ⟳ Full re-pull to fetch every invoice again. The connection cannot create, edit or void anything in Xero.

Toggles and switches save instantly; the Alerts & Reminders and Business & System tabs have a single Save Changes button for their number/text fields.

Directors and Super Admins can manage who has access to the CRM from Settings → Users.

• Adding a user — click + Add User, enter their first name, surname, email, role, and a temporary password. They will be asked to change it on first login.
• Roles: Advisor (sector-scoped, no financials), Admin (full client records + financials), Director (full access + delete clients + export), Super Admin (full access including Onboarding).
• Editing a user — update their first name, surname, email, or role at any time.
• Disabling a user — instantly blocks their access. All their data, call notes, and history remain untouched.
• Re-enabling a user — restores their access straight away.
• Deleting a user — permanently removes their account. All email history, audit logs, and records they created are kept. Cannot be undone from the CRM (requires database access to restore).
• Sector restrictions — any advisor or admin can be limited to only see clients in specific scoring sectors (Construction, Industrial, Hospitality, Professional Services, Other) — the same categories used by the compliance scoring, matched on each client's scoring sector. Click ✏ Restrict next to a user to set which they can access. A client set to Indicon (construction & industrial) shows up for anyone with Construction or Industrial access. This only limits which clients they see — it never changes their permissions (e.g. it won't grant financial data). Leave empty for no restrictions. Takes effect at their next login.
• Service Focus (HR-only / H&S-only advisors) — set in the add/edit user form. An HR advisor works across all clients but only sees the HR side: the FRA, Accreditations and Site Visits pages are hidden, Renewals and alerts show HR only, and the H&S columns/tabs are removed from the client screens. H&S only is the mirror (hides HR). Leave as All services for no restriction. Directors always see everything. Takes effect at next login.

You cannot disable or delete your own account. Use Force Password Change (All Users) to require every user (including yourself) to set a new password at their next login. Use Reset Access Agreements to clear all signed access agreements and require everyone to re-sign.

The Dashboard gives you a quick overview of what's happening across the business — active clients, upcoming renewals, recent activity, and key numbers.

• All Work / My Work — toggle between seeing everything or just clients assigned to you.
• YTD Value — the total value of accepted quotes since the start of the current financial year (1 April).
• Client status breakdown — below the headline numbers, a row of pills shows how many clients are in each contract status (Active members, Ad-Hoc, Prospects, etc.).
• Health Score chart — shows the distribution of compliance grades (A–F) across all active clients, and a table of the lowest-scoring clients so you can prioritise outreach.
• Admins can also filter the dashboard by a specific advisor to see their workload.

A directors-only page (under Reports in the sidebar) with high-level business KPIs, all calculated live from the CRM data. Use the period selector at the top to set the window for retention and activity figures — Last 12 months, This financial year (from 1 April), or All time. Revenue and score figures are always a live snapshot.

• Total Revenue — recurring member retainers (ARR) plus non-recurring work won in the selected period (the value of accepted quotes, which is where Ad-Hoc / project income sits). Respects the period selector, so the sub-line shows how much came from won quotes.
• Annual Recurring Revenue (ARR) — the recurring portion only: the total yearly retainer across members, with the H&S vs HR split and average retainer per member.
• Renewal Rate — of the memberships that came up for renewal in the period, the percentage that renewed rather than DNR'd. Ceased Trading clients are excluded (they didn't choose to leave). Renewal/DNR tracking only began on 3 July 2026, so if the selected period reaches further back than that, the card and the Retention & Renewals section below show a clearly flagged "limited data" note instead of the usual colour coding, until a full year of tracking has passed.
• Average Contract Length — the average agreed term (in years) across active memberships.
• At-Risk Value — retainer £ for renewals due within 90 days that haven't been secured yet.
• Quote Win Rate & Open Pipeline — how many quotes are won vs lost, and the £ value of live (draft/sent) quotes still in play.
• Lead sources — quote volume and conversion rate broken down by where the enquiry came from (Google, Referral, Advisor, Other).
• Cross-sell headroom — members holding only H&S (an HR opportunity) or only HR (an H&S opportunity), plus average Compliance and Services scores across the book.
• By Advisor — a table of each advisor's members, ARR managed, and renewals confirmed in the period.
• Top 20 Clients by Revenue — the 20 clients who've generated the most actual payments (not just contracted retainer) over the trailing 12 months. Recalculates every time the page loads, so it's always current.
• Site Inspections — a month-by-month table of chargeable site inspections over the last 12 months (count, total cost, average cost), with the same month a year earlier shown alongside for comparison, plus a breakdown of inspection counts by advisor.

Like the scores, these numbers are only as accurate as the data advisors and admins keep up to date — values, renewal dates, quote origins and DNR/renewal actions all feed in.

You can send emails to clients directly from the CRM — from the Renewals, FRA, Accreditations, Training, and Appointments / Inspections pages (using the ✉ button on each row), or from the Emails tab inside a client record.

The system pre-fills a professional template based on what you're contacting the client about. You can edit the subject and message before sending.

All emails sent through the CRM are logged against the client so you have a full history of contact. Click on any email in the history to read the full message.

Emails are sent from members@safewiseuk.com and show the sender as Safewise Health, Safety and HR Advisors.

Advisor Signatures — each advisor can set a personal signature in Settings → Email. Paste text and formatting from your email client, then click images from the Signature Image Library to insert logos or badges. Directors can also manage the image library (upload logos, award badges, GIFs) and set signatures for any advisor. Once saved, every email sent through the CRM will automatically include Kind regards, [Full Name] followed by your signature content.

The system sends these emails automatically every morning without anyone needing to do anything. Each email is only ever sent once per trigger. Timings marked * are configurable in Settings → Email.

The AI Assistant is available from the floating button in the bottom-right corner of every page. Click it to open the chat drawer.

You can ask it questions about your clients, renewals, revenue, or anything else in the CRM — for example: "Which active clients don't have a health & safety contract?" or "Who is due for renewal in the next 30 days?". The assistant has access to your client data and can give contextual answers.

The conversation history is kept for the session so you can ask follow-up questions. Click Clear to start a fresh conversation.

The Reports page lets you export CRM data as a CSV (for Excel/Sheets) or a formatted PDF. Find it in the left-hand sidebar under the Reports heading.

Available reports:

• Renewals Due — H&S and HR renewals coming up within a configurable number of days.
• Active Clients — full list of all active clients with advisor and sector.
• Accreditations Due — accreditations expiring within a configurable number of days.
• Training Due — training records with upcoming review dates.
• Upcoming Visits — scheduled site visits and appointments within a configurable window.
• Revenue by Advisor *(admin only)* — annual H&S and HR membership value broken down per advisor.
• Service Gap Summary — clients with unaddressed service gaps (Needed or DBO).
• Client Health Scores — compliance health grade for every active client.
• Outstanding Invoicing *(admin only)* — all items with invoice status "ready" across renewals, accreditations, training, visits, and FRA.
• FRA Review Due — premises with fire risk assessment reviews coming up.

Use the Days, Advisor, and Sector filter dropdowns (where available) to narrow results before downloading. Choose CSV or PDF from the format dropdown then click Download.

• Sorting tables — click any column heading to sort by that column. Click again to reverse. Use the ✕ Reset sort button to go back to the default view.
• Searching — most pages have a search box at the top. Just start typing to filter the list.
• Client detail — click on a client's name anywhere in the system to open their full record.
• Quick email — the ✉ button on rows in Renewals, FRA, Accreditations, Training, and Appointments / Inspections opens a pre-filled email ready to send.
• Call notes — log every phone call or conversation in the Notes tab on a client record. Mark it "Action Required" and set a follow-up date to remind yourself to call back — it will also appear on the All Alerts page until you move it on.
• Documents — upload any file (PDF, Word, Excel, images) to a client record from the Documents tab, or from the Attach box on the Training, Accreditations, Site Visits and Services tabs. You can select several files at once to upload them together. Files are stored securely and can be downloaded at any time.
• Optimistic locking — if two people edit the same client record at the same time, the system detects the conflict and warns you rather than silently overwriting someone's changes.