What to do first
Open a relationship from a client you already have. Choose Open a relationship, pick the client from the list of accounts in Clients and accounts, and fill in their Client Care Profile. Or, from a client account, choose Start a relationship with this client.
Starting from a client
The first question on the sheet is who the client is, and the answer is a list of the accounts already in Clients and accounts rather than a text box. Picking one fills in the name, phone and email the account was opened with.
A client who holds more than one thing is one relationship. When you pick an account, Rople offers every other account with the same email, phone or name as a holding to link, already ticked. Untick any that belong to somebody else: two people can share a name.
An account that already belongs to a relationship is shown, greyed, under "Already in a relationship". A holding belongs to one relationship only, so one contract is never counted twice.
Not in Rople yet. For a client you served before Rople, choose "Not in Rople yet — enter by hand". With no account to calculate from, the sheet asks for the date they became a client and what they hold, and uses those until you link an account.
The Client Care Profile
One complete record for every client:
| Field | What it holds |
|---|---|
| Full name | As it appears on the client's contract |
| Phone numbers | Primary and alternate |
| Email address | Recorded for the notices your workspace sends |
| Residential address | Current address |
| Date of birth | Drives the birthday reminder |
| Occupation | For context and segmentation |
| Next of kin | Name, relationship and phone number |
| Means of identification | The type, and an uploaded copy |
| Preferred contact channel | Phone call, WhatsApp or email |
| Branch and care officer | The branch, and the one person accountable for the client |
| Client since | Calculated: the date of the first holding |
| Client value | Calculated: the total across all holdings |
| Last contact date | Calculated: the most recent logged contact |
| Client status | Calculated: Active, Dormant or Exited |
Every calculated row says what it came from: "first holding" and "across holdings" when there are accounts linked, "as typed" for a client entered by hand.
Anything else. Add a row for anything the profile does not have, such as a spouse's name, a preferred estate or who referred them. Your workspace can set rows every new profile starts with.
The identification copy is uploaded on the relationship once it is open. It is kept privately and can only be opened by people who can see the relationship. It is never filed in the Knowledge Base.
Status and health
Two readings, both worked out for you and neither one a setting.
Status is where the client is:
- Active: in touch, or paying.
- Dormant: nothing heard and nothing paid for longer than your workspace allows (six months unless an admin changes it). A payment on any holding counts as a sign of life.
- Exited: somebody recorded that the client has left, with a reason. This is the only way to be Exited. A completed payment plan is a client who finished paying, not one who left.
Health is how the relationship is going: Strong, Steady, Cooling or At risk, worked out from how long it has been quiet and how much is unresolved. Silence alongside an open issue is the pattern before a client leaves.
Staying in touch
Each relationship has a check-in frequency. Leave it blank to use your workspace's default. The check-in comes round that many days after the last logged contact, so logging a call resets it.
The care officer is told, in their inbox, once each:
- when a check-in is due,
- a day or two before a client's birthday,
- before each purchase anniversary, counted from the day each holding was opened,
- when a reminder they set comes due. A reminder can repeat monthly, quarterly or yearly,
- when something new arrives in Inventory. Every active client gets a "Tell them about…" reminder, and the care officer one notice with the count. Marking it Told them logs the conversation, which counts as contact.
Nothing is sent to the client. Every reminder is for the care officer.
The list
Across the top: how many clients and what they hold, check-ins due, birthdays and anniversaries this week, and relationships at risk.
Clients lists every relationship with its status, value, what is next and when, and its health. Search by name, phone, email or account reference, and filter by status.
Coming up is the morning worklist: everything owed across every client you can see, soonest first.
Who can do what
- Your workspace chooses which department handles relationships, in Admin → Organisation settings → Relationships. Its members are the care officers: the people a relationship can be handed to, and the names in the care officer filter. Until one is chosen, anybody in the workspace can be a care officer, and the screen tells whoever can choose.
- Below manager level you see only the relationships you look after. Managers see every relationship in the workspace, and can filter the list by care officer.
- Anybody who can open Relationships can open one. Below manager level, you are its care officer.
- A manager chooses the care officer, and can hand a client to somebody else in the care department. The new officer is told.
- Removing a relationship is for senior management. Recording an exit is usually the right answer instead, because it keeps the history.
How it connects
- Each holding is an account in Clients and accounts, and each account links back to its relationship.
- New listings in Inventory become reminders here.
- Reminders arrive in the Inbox.
- How reminders behave is set in Admin → Organisation settings → Relationships.
Common questions
Why can I not set a client to Active or Strong? Because both are readings rather than fields. If one is wrong, the record it is read from is wrong: usually a conversation that was never logged.
Why does the value not match what I typed? Once an account is linked, the value is the total of the linked contracts, and the typed figure is set aside. Unlink every account to go back to it.
Can a client be in two relationships? No. A holding belongs to one relationship, so its value is counted once. To move one, unlink it from the relationship it is in first.