Skip to main content
All CollectionsHelp CenterManage Leads and Marketing ROI
Customers vs Prospects vs Leads
Customers vs Prospects vs Leads

Learn about the differences between Customers, Prospects, and Leads in ServiceBridge

Jennifer Wieth avatar
Written by Jennifer Wieth
Updated over 3 years ago

Customers Definition

  • Customers are individuals or companies that get or pay for products or services. Every ServiceBridge Account has the ability to manage their customers. 

  • Customers sync with QuickBooks Online

  • "Display Name" is the unique identifier for a Customer because that's the unique identifier in QuickBooks Online.

  • Typically a Customer has a single location and a single contact however it's possible to have many locations with many contacts for a single customer. 

  • Jobs get created on Customer Locations, not necessarily for the Customer. 

  • Invoices are created for Customers. Each Invoice can have many Jobs. 

  • A Customer can have many attributes, such as if they are a third party bill payer, the marketing campaign that helped acquire them, and many more. Read this for more details create-a-customer

Prospects Definition

  • NOTE: Prospects functionality is in beta. Contact the ServiceBridge Support Team to enable. If Prospects are enabled, then users will have access to a Directory → Prospects item in the left side menu.

  • Prospects are potential Customers and are structured as such (a Prospect object is almost identical to a Customer object)

  • Prospects can have Estimates. 

  • Prospects are automatically converted to Customers when the first Estimate is won.

  • Prospects can have Payments (e.g. a prepayment as part of an estimate)

  • Prospect syncs with QuickBooks Online. A Prospect in ServiceBridge is a Customer in QuickBooks Online.

Leads Definition

  • NOTE: Leads functionality is in beta. Contact the ServiceBridge Support Team to enable. If Leads are enabled, then users will have access to Actions → Leads item in the left side menu.

  • Leads are requests from existing or potential Customers or Prospects and are structured as such (a Lead object is different from a Customer object)

  • Leads contain information about customers and the marketing campaigns which led them to submit a request. When leads are matched to records and combined with invoices this helps calculate Marketing Campaign ROI.  Read more about leads here: how-to-setup-marketing-campaigns-leads-and-marketing-roi-reports

Typical Workflows

Here are several examples how this works in ServiceBridge:

  1. New Lead (a call or web form) → New Prospect → New Estimate → Estimate Won →  Prospect converted to new Customer → New Work Order for new Customer

  2. New Lead (a call or web form) → Existing Customer → New Estimate → Estimate Won → New Work Order for existing Customer

Did this answer your question?