Customer Relationship Management

How does Thryv capture customer information directly from my clients?

Information is captured and automatically entered into Thryv when a customer fills out a form, claims a coupon, or schedules an appointment on your website or client portal. The submitted details will create a new client in your CRM or updates existing client information. You can create and select what fields you would like clients to fill out to gain the information you need. 

If I already have a database of customers, can I import them into my Thryv CRM?

Yes, you can import your client list via an excel spreadsheet, Google contacts, or manually. You can also upload your contacts from your phone with the Thryv mobile app. When importing using a spreadsheet all fields must match the fields on your client card to successfully import into Thryv. Use Smart Data Importer App

How can I update my current contact list to the new 1:Many enhanced format?

Schedule an appointment directly inside Thryv by clicking on the Support Center. One of our Thryv Specialists can assist in helping you update your CRM.

How many contacts/pets/patients/accounts can be associated with the main contact in a client CRM?

You can add unlimited contacts to the client CRM and also create unlimited associations to the main contact.

How can I change the “client” terminology of my Thryv? (i.e., It currently says pets, but I would like it to say clients.)

You can switch the current client terminology in the “Advanced” section at the bottom of the business info page (Settings -> Business Info -> scroll to “Advanced” section at the very bottom). Here you can choose 1 of 10 options that best fit how you do business, or you can select “Keep default terminology” set your Thryv to operate with “Clients”.

Why are there two types of fields that can be created in the client add/edit fields? What is the difference between both fields?

The CRM is designed to help you maximize your client information. The separate fields allow you to distinguish information between main contacts and associated contacts within the CRM. The “Contact Field” are fields created for the main contact. The “Client Field” allows you to secure detailed information specifically for the associated contact, pet, project, account or job.

If a contact field is deleted, will the information be deleted from all existing customers within my CRM?

No. Contact fields can be deleted, and the information will remain in the contact field until the text is manually deleted.

In the CRM are there standard fields that cannot be deleted?

Once created, required fields such as the first name and email contact fields and the “job” name field cannot be deleted.

How can I communicate directly with a client/patient/account/job associated with the main contact?

Currently, communication is directed through the contact information of the main contact. Although customized fields can be created for associated clients/patients/accounts/jobs, the email, phone or address of the primary contact will be the sole recipient of all communications.

How can I communicate with the main contact inside of Thryv?

To communicate with the main contact, you will need to add the contact as a client within the contact CRM. Once added into the CRM you will be able to message, schedule appointments and take payments with the main contact outside of related jobs, pets, accounts, or projects.

How can my customers schedule an appointment or make a payment for a specific job or pet?

Through the Client Portal when a customer signs in they are presented with the option to choose which job or pet they would like to work with. While inside the Client Portal they can toggle between jobs or pets if needed.

Can an appointment be scheduled for 2 separate jobs simultaneously for the same contact? 

Appointments can be scheduled for more than one job under a contact at the same time but must be entered as two separate appointments. Customers may be able to schedule duplicate appointments pending the calendar settings. See calendar settings for more info.

How do I find a job/client/pet/account/project inside my Thryv CRM?

The CRM is organized in alphabetical order by the main contact. It is defaulted to sort by first name but can be changed to sort by last name, created date, or recently active. All jobs etc are shown in the CRM bolded above the main contact. You can also search for a job or contact using the search box in the top right corner.

How can I see all invoices for every job for one contact in one place?

From the Sales, Billing & Invoices tab you can search for a specific contact and filter the invoices to see all open, paid and overdue invoices. This will allow you to see all invoices for a specific contact in one place.

Can I add tags to the main contact within my CRM?

Tags can only be added to your jobs/pets/projects/accounts so they are better managed and organized. Tags allow you to easily filter through jobs, group information and automate campaigns when necessary.

How can I assign a primary staff to a contact?

When creating a contact, the staff that creates the contact will automatically be assigned as the primary staff. Primary staff can be changed from within the CRM. When a new client is created by scheduling an appointment online themselves the selected staff during scheduling is assigned as the primary staff. Any new activity is automatically routed to the primary staff. If injected as a lead the primary staff will default to the primary admin.

Can I assign multiple staff members to a "Job"?

You can add multiple staff to a "Job" directly from the left rail in the client CRM or by scheduling appointments or creating tasks for additional staff within the job. A new staff member can be selected by the customer when scheduling through the Client Portal then adding them to the "Job" as collaborating staff. Activities can also be reassigned by the primary staff to additional staff members adding them as a collaborator as well. This allows for multiple staff associated with a job. 

How can staff communicate with each other regarding a job within the CRM?

Staff members cannot send messages back and forth to each other within the CRM. However, the notes tab allows for internal-only information, task, due dates and more to be posted for collaborating staff to view.

Can I limit the information a staff member sees for a specific customer?

Roles and permissions settings allow you to adjust staff views and permissions to limit what information they are allowed to see. Click here for more information on Roles and Permissions