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Customers vs Prospects vs Leads
Customers vs Prospects vs Leads

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

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Written by Jennifer Wieth
Updated over a week 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

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