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.
• 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.
• 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.
• No. of Workers / No. of Premises — used for quoting and coverage context.

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 any dot — including a green ✓ — cycles its status, so you can amend or correct a tick (e.g. mark SSIP as DBT even though we detect an accreditation, or clear a tick that's wrong). Cycling past N/A returns to the auto-detected ✓. Editing requires the Edit service gap status permission — admin and above by default, configurable in Settings → Permissions:

• Needed — Safewise could provide this, pursue it
• 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.

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. Then click Compose Email → to write your message. 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}} {{neededServices}} {{dboServices}} {{dbtServices}}. 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.

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 and expiry dates (all editable), then lets you download the branded PDF certificate or email it straight to the client. You're also prompted to generate one right after confirming a renewal. 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 → Emails).

🎁 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 → Data). 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.
• ✗ 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 you bring a service back to life by editing the client's renewal date, price or term directly on their record (rather than using ✓ Confirm Renewal), the system now also automatically places it on the Invoicing → Secured Work sheet, so it's never missed just because the update was made from the client record instead of the Renewals page.

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 → Data.

📍 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.
• 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 three options: Save this & open the existing visit to amend, Go back & amend this one, or Save anyway.
• 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 meeting rooms — choose Hilton Hall Meeting Room or Downstairs Meeting Room 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.
• 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.

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 & Chasing).

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.

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 & Chasing).

Alerts are only generated for clients whose FRA Status is Yes – Internal or Yes – Others. N/A, No, and Unknown do not trigger alerts.

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 & Chasing).

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 & Chasing.

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.

• Draft — being prepared, not yet sent.
• Sent — sent to the client, awaiting a decision.
• Accepted — client has agreed. The system will update their contract details automatically.
• Rejected — client declined.
• Expired — quote is no longer valid.

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.

Combine H&S + HR on the quote — for clients taking both memberships as one joint service, tick “Combine H&S + HR Membership as one line on the quote” on the quote form. When the quote has both a H&S and an HR Membership line on the same term and payment method, the quote view and the emailed summary show them as a single “H&S + HR Membership” line at the combined price. You still enter the two memberships separately (so renewal dates, values and reporting stay accurate) — it only changes how they're presented.

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.

The Pipeline page is a Kanban board that tracks new clients as they move through the onboarding process. Each client gets a card that moves through 7 stages:

1. Quote Accepted — a quote has been agreed
2. Consultation Booked — an initial consultation has been scheduled
3. Ready to Invoice — ready to send the first invoice
4. Invoiced — invoice has been sent
5. Documents in Progress — H&S/HR documentation is being prepared
6. Initial Consultation Done — the first consultation has taken place
7. Complete — onboarding is finished

Stage 5 is required — a card cannot be marked as Complete (Stage 7) unless it has previously been through Stage 5 (Documents in Progress). This ensures documentation is never skipped.

Cards that have been stuck in the same stage for too long will appear as a warning in the Alerts page. The stale threshold is configurable in Settings → Alerts & Chasing.

Use the All / Mine toggle to see all clients or just your own. Cards can be archived once they are no longer needed — they won't be deleted, just hidden from the main view.

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. Combined H&S + HR: when a client's H&S and HR renewals are both ready (and neither is a monthly arrangement), they appear as a single H&S + HR Renewal line at the combined price, so you can invoice the joint membership as one — matching the single invoice you raise. Sending, paying or undoing it applies to both together.
• Awaiting Payment — invoices sent. Click ✓ Mark Paid to record payment and move it to Paid, or ↩ Undo to move back to Ready.
• 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.

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.

🔍 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.

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 & Chasing. 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. All users land on the Emails tab to manage their own email signature. Directors and Super Admins see all tabs. A director can also grant an individual team member wider access — to Alerts & Chasing, the full Emails tab, and Data — via Extended Settings access in Per-User Overrides (Users and Permissions always stay director-only).

Settings are split into six tabs:

• 🎨 Appearance — choose the colour theme (Safewise default or Dark) and table row density.
• 🔔 Alerts & Chasing — set how far in advance each type of alert appears (renewals, contract end dates, FRA, accreditations, onboarding stale days), and the Chase Follow-up Window — how many days after a chase before a re-chase countdown turns overdue. Separate settings for Renewals, FRA, Accreditations, and Training.
• ⏰ Emails — all users: set your own Advisor Signature. Directors also: use the master email switch and the per-type switches to enable/disable individual kinds of email (direct client emails, mail merge, certificates, feedback, gifts, confirmations, automated reminders) — handy for testing, e.g. enable only direct client emails so you can email yourself; configure automated reminder email timing; manage Mail Merge templates; set a Reply-To address for automated emails; choose which visit types send confirmation emails; and manage the Signature Image Library.
• 🗄 Data — set the default mileage rate (£ per mile), manage custom industry sectors, adjust Health Score point weighting per dimension, and configure the Videotile Gift URL and cooldown period. Directors also have a Database Backups section here — click Load Backups to see all hourly backups stored in Cloudflare R2. Each backup can be restored by clicking Restore and typing Safewise to confirm. Restoring replaces all data (clients, visits, settings, users) with the selected backup and logs you out.
• 👥 Users — add, edit, or remove user accounts; set roles and sector restrictions. Directors can also Force Password Change (All Users) (requires every user including yourself to set a new password at next login), Reset Access Agreements (clears all signed agreements so everyone must re-sign on next login), or Log Out All Users (immediately ends every active session including your own).
• 🔐 Permissions — control which roles can access each feature (financials, invoicing, export, See all FRAs, etc.), and grant individual users extra access via Per-User Overrides (e.g. give an FRA specialist See all FRAs so they see every client's Fire Risk Assessments regardless of their sector restrictions, or give a trusted team member Extended Settings access to unlock Alerts & Chasing, the full Emails tab, and Data for them, without making them a director). Changes take effect at the user's next page load. Super Admin always has full access.

Changes take effect immediately after saving. There is a separate Save button on each tab.

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 (6 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 tax year (from 6 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). This starts tracking from launch, so it becomes fully representative over the first renewal cycle.
• 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.

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 → Emails. 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 → Emails.

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. You can set a follow-up date to remind yourself to call back.
• Documents — upload any file (PDF, Word, Excel, images) to a client record from the Documents tab. 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.