Every customer, on a board your team actually moves.
Most shops know who their VIPs are and who they haven't seen in a year, but there's no single screen that shows the relationship, not just the appointment. The Customer Pipeline seeds six starter stages (rename, recolor, add, or remove any of them), and every customer's card shows real signals at a glance — last visit, lifetime spend (computed live from actual payments, not a stale cached total), vehicle count, last contact.
The quick version
Customer pipeline: Every customer on a board your team moves along.
- 6 starter stages: Lead, Prospect, Active, At Risk, Won Back, Churned — fully renameable, recolorable, and reorderable
- Card data computed live: lifetime spend from actual completed payments, last visit, last contact, vehicle count
- Optional auto-stage rules you configure: no-visit-days, no-contact-days, lifetime-spend thresholds, first-visit-within-days — each with its own destination stage
On Basic and Starter, new customers you add with a phone or email (and new web-form leads) land in your default stage automatically; on Growth and Pro those leads go to the Workflow board instead and new customers wait in an 'unplaced' tray until someone places them. Every move after that is a deliberate drag — or an auto-stage rule you defined yourself, with your own thresholds, that runs once a day or on demand.
Everything it does
The complete list. The plan tag above shows which plans include it.
- 6 starter stages: Lead, Prospect, Active, At Risk, Won Back, Churned — fully renameable, recolorable, and reorderable
- Card data computed live: lifetime spend from actual completed payments, last visit, last contact, vehicle count
- Optional auto-stage rules you configure: no-visit-days, no-contact-days, lifetime-spend thresholds, first-visit-within-days — each with its own destination stage
- Auto-stage rules run once a day (15:00 UTC), or on demand via 'Run rules now'
- Range presets (Today / week / month / 30d / 90d / YTD / 12mo) drive the stats strip — Total, Active-in-range, At Risk, Avg time in stage
- Drag-and-drop between stages; click a card to open the full customer record
- Per-stage count + total lifetime spend in the column header
Who it's for
Built specifically for…
- Shop owners who want a single screen for 'who needs attention this week?'
- Sales-counter staff working a callback list each morning
- Multi-location managers monitoring At-Risk cohorts across shops
What it replaces
The old way…
- Sticky-note 'follow up next week' piles that get tossed every Friday
- Generic CRM 'leads' lists that don't distinguish a real lead from a tire-kicker
- Spreadsheet exports re-segmented by hand every Monday morning
Setting it up
- 1
1. Set up the board once
Seed the six starter stages (or build your own), then place any existing unplaced customers from the tray. On Growth and Pro, new customers you add later start in the unplaced tray until someone assigns them a stage; on Basic and Starter, new customers with a phone or email land in your default stage.
- 2
2. Optionally wire up auto-stage rules
Define rules like 'no visit in 90 days → At Risk' or 'lifetime spend ≥ $2,000 → VIP' with your own thresholds. They evaluate once a day, or hit 'Run rules now' to apply them immediately.
- 3
3. Work the board
Drag a card when you have context the system doesn't. Click a card to open the customer's full record. The range presets at the top drive the stats strip, not which cards show in each column.
What this looks like in a shop
Illustrative scenario: Sample Shop LLC's manager set up two auto-stage rules a while back — no visit in 90 days moves a customer to At Risk, and a first visit within the last 30 days moves a customer to Active. She opens the pipeline Monday morning, sees the latest daily rule run already surfaced 6 newly-At-Risk customers with a lifetime spend north of $1,000 each, and drags two of them straight into a follow-up conversation she starts from their customer record.
Good to know
- Which plan includes customer pipeline?
- Every plan includes it, Basic through Pro. See the Pricing page for everything in each plan.
- Does the board auto-classify customers into stages?
- Not by status. On Basic and Starter, new customers with a phone or email (and web-form leads) are placed in your default stage (Lead, unless you change it); on Growth and Pro they sit in an 'unplaced' tray until someone assigns them a stage. If you want automatic movement, you configure your own auto-stage rules (no-visit-days, no-contact-days, spend thresholds, first-visit-within-days) with your own numbers; there's no hidden default recipe deciding who's 'Active' or 'At Risk.'
- What happens when I drag a card?
- The card moves to that stage and its 'time in stage' clock resets. It stays there until you move it again or an auto-stage rule you configured moves it.
- Can I see revenue per stage?
- Yes — each column header shows the live count and total lifetime spend of whoever's currently placed in it, computed from actual completed payments rather than a cached total.
Pairs well with
Customer CRM
Search by name, plate, or VIN in milliseconds. Every appointment, quote, invoice, warranty, and photo attached to the right record — forever.
Sales playbook
On Growth and Pro: up to six scheduled nudges per paid invoice over a year — review, warranty (film services only), cross-sell, maintenance, win-back, anniversary — with reply intent AI-classified and acted on automatically. Only the cross-sell step's pitch line is AI-written per customer; the other five are editable template copy.
Drip Campaigns
Included with Starter, Growth, and Pro (Basic has no outbound SMS or email). 7 starter templates (welcome, win-back, post-service review, quote follow-up, more), auto-enrollment on NO_VISIT_DAYS, STATUS_CHANGE, and SEGMENT_ADD triggers, exit-on-reply, per-campaign analytics. No extra fee — sends draw from your shop's existing SMS + email quota, capped at $100/mo by default so a runaway sequence can't bankrupt you.
Reports
SalesThumb's 83 reports live in a 14-category sidebar in the app; grouped here by the decision they answer, they sort into 6 clusters. The six: cash & revenue, job & service profitability, team & schedule performance, marketing & lead performance, customer retention & risk, and customer obligations — the reports inside each cluster export individually to CSV. Basic and Starter include the core reports; Gross Profit per Job, the installer and service-time reports, the close-rate funnel, Referral Attribution, ZIP Code Density, Channel CAC / ROI, Loyalty Program, and the inventory reports need Growth.
Customer portal
From any customer's page, hit 'Portal link' → Copy, text, or email a 30-day link. Lands at /portal/<token>. No password, no app install required.