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How do CRM contacts, companies, and customers connect?
For office teams · Updated October 12, 2026
Use this when a referral source, adjuster, or company is tied to a claim.
CRM contacts
People you talk to, such as claims adjusters, agents, project managers, and property managers. Each contact can belong to a company and carry a role, an owner, and a next follow-up date.
CRM companies
The organizations those people work for, typed as Insurance Company, General Contractor, Mitigation Company, Property Management, and similar. Company rows show active work, linked projects, last activity, and next follow-up so you can judge relationship health.
Customer records
Customers are the operational side, homeowners and insureds with projects, scheduling, storage, invoices, and files. They live in their own section and never become CRM companies.
Linking to projects
From a project workspace, use Add person on the People on this claim panel to link CRM contacts and give each one or more roles. The Key contacts panel tracks one slot per service line, so you can see which trades are filled, missing, or marked as not existing on this project. The project shows a key contacts count so gaps stay visible.
Contacts map
The Map tab plots CRM contacts as pins with search plus owner and status filters. Drop an area pin and set a radius in miles to plan a route. Addresses without coordinates are geocoded automatically while the map is open.
Best practice
Keep the homeowner in Customers and the business relationship in CRM, connected through project contacts.