Syncro MSP Customer Management

Overview

Syncro customers are the foundation of your service delivery. Every ticket, asset, invoice, and contract is associated with a customer. This skill covers comprehensive customer management including CRUD operations, contact management, and site/location handling.

Key Concepts

Customer

The primary entity representing a client organization.

Contact

Individual people at a customer organization.

Customer Types

Syncro supports flexible customer categorization:

API Patterns

Creating a Customer

POST /api/v1/customers
Content-Type: application/json
Authorization: Bearer YOUR_API_KEY

{
  "business_name": "Acme Corporation",
  "firstname": "John",
  "lastname": "Smith",
  "email": "john.smith@acme.example.com",
  "phone": "555-123-4567",
  "address": "123 Main Street",
  "city": "Springfield",
  "state": "IL",
  "zip": "62701",
  "notes": "Referred by ABC Company"
}

Searching Customers

Search by name:

GET /api/v1/customers?query=acme

List all customers with pagination:

GET /api/v1/customers?page=1

Filter by email:

GET /api/v1/customers?email=john.smith@acme.example.com

Getting Customer Details

GET /api/v1/customers/{id}

Response includes:

• Customer information
• Associated contacts
• Recent tickets
• Assets summary
• Invoice history

Updating a Customer

PUT /api/v1/customers/{id}
Content-Type: application/json

{
  "phone": "555-987-6543",
  "notes": "Updated contact information per request"
}

Creating a Contact

POST /api/v1/contacts
Content-Type: application/json

{
  "customer_id": 12345,
  "name": "Jane Doe",
  "email": "jane.doe@acme.example.com",
  "phone": "555-123-4568",
  "title": "IT Manager",
  "notes": "Primary technical contact"
}

Searching Contacts

Contacts for a customer:

GET /api/v1/contacts?customer_id=12345

Search by email:

GET /api/v1/contacts?email=jane.doe@acme.example.com

Updating a Contact

PUT /api/v1/contacts/{id}
Content-Type: application/json

{
  "title": "IT Director",
  "phone": "555-123-4569"
}

Deleting a Contact

DELETE /api/v1/contacts/{id}

Common Workflows

Client Onboarding

1. Create customer record

   • Enter business information
   • Set tax rate if applicable
   • Add referral source for tracking

2. Create primary contact

   • Add decision maker/main contact
   • Include email for communications
   • Note any preferences

3. Add additional contacts

   • Technical contacts
   • Billing contacts
   • Other stakeholders

4. Set up assets

   • Deploy RMM agent
   • Import existing inventory

5. Create contract/agreement

   • Define service terms
   • Set billing schedule

Contact Management

1. Verify before creating

   • Search for existing contact by email
   • Check for duplicates

2. Maintain accuracy

   • Update titles when roles change
   • Archive contacts who leave
   • Add new contacts as needed

3. Track relationships

   • Note who can authorize work
   • Track technical vs billing contacts

Customer Merge/Cleanup

When you discover duplicate customers:

1. Identify the primary record to keep
2. Document assets on both records
3. Move tickets to primary customer
4. Update contacts to point to primary
5. Archive or delete duplicate

Response Examples

Customer Object

{
  "customer": {
    "id": 12345,
    "business_name": "Acme Corporation",
    "firstname": "John",
    "lastname": "Smith",
    "email": "john.smith@acme.example.com",
    "phone": "555-123-4567",
    "address": "123 Main Street",
    "city": "Springfield",
    "state": "IL",
    "zip": "62701",
    "created_at": "2024-01-15T10:30:00Z",
    "updated_at": "2024-02-10T14:22:00Z"
  }
}

Contact Object

{
  "contact": {
    "id": 67890,
    "customer_id": 12345,
    "name": "Jane Doe",
    "email": "jane.doe@acme.example.com",
    "phone": "555-123-4568",
    "mobile": "555-987-6543",
    "title": "IT Manager",
    "notes": "Primary technical contact",
    "created_at": "2024-01-15T11:00:00Z"
  }
}

Error Handling

Common API Errors

Validation Errors

"business_name is required" - Customer must have a name

"Invalid email format" - Check email address syntax

"customer_id required" - Contact must belong to a customer

Best Practices

1. Standardize naming - Use consistent company name formats
2. Verify before creating - Always search first to prevent duplicates
3. Complete profiles - Fill in as much information as possible
4. Keep contacts current - Update when staff changes
5. Use notes effectively - Document important relationship details
6. Track referrals - Helps with marketing analysis
7. Set appropriate tax rates - Prevents billing errors
8. Regular data cleanup - Audit for duplicates periodically

Related Skills

• Syncro Tickets - Service tickets for customers
• Syncro Assets - Asset management
• Syncro Invoices - Customer billing
• Syncro API Patterns - Authentication and pagination