Run a customer job from enquiry to cash

Connect one customer’s enquiry, accepted work, invoice and receipts without losing the agreed scope or version.

Before you start

Choose one customer job and keep its exact references together. Identify the person deciding scope, the delivery owner, the person accepting the output and the Finance reviewer. A quote, a task and an invoice describe different parts of the work.

Agree and deliver the right job

1. Open the enquiry in CRM → Pipeline → Leads in the correct space. Check the customer, need, required date, relevant contact and open questions. Keep qualification updates on the same lead through Add note rather than creating another lead for each conversation.

2. Compare the complete scope and current quote with the customer’s actual decision. In CRM → Commercial → Quotes, inspect the exact document and Revision history where available. A Current, Sent or Draft label is not customer acceptance. Keep the accepted version, price, terms and exclusions together.

3. Open the delivery project and tasks in Board. Check the full brief, actual assignee, dates and project relationship. Give writing or production work its own finish condition and keep final customer acceptance as a separate outcome. Put a precise time and time zone in the description when a date-only field is insufficient.

4. Produce and review the complete agreed output. If the customer changes the requirement, retain the old version, proposed difference, cost and timing effect, and the decision on the new version before replacing the delivery baseline.

5. Obtain acceptance of the exact final output against its agreed criteria. A task marked Done or a message saying “received” does not necessarily establish that acceptance.

Bill and reconcile the same work

6. In Finance → Invoices → Invoices, find the job’s invoice or prepare one through the invoice workflow. Compare customer, accepted scope, line quantities, price, currency, dates and approved coding. Reuse an existing invoice rather than creating another for the same work.

7. Follow the invoice’s current review and issue stage. Then open its Receivables item and source journal to check the amount owed and posting. Approval and issue are separate; do not issue an already issued invoice again.

8. If a commercial reduction was agreed, reconcile the correct credit note, invoice, receivable and accounting result. A credit reduces the claim; it is not cash received.

9. Match each customer payment with its actual evidence, provider reference, customer, amount, currency and invoice allocation. Reopen the receivable and check the supported cash result. Compare statements at the same cutoff before deciding whether a balance remains.

Expected result

You can trace the accepted job through its invoice, any credit and applied receipts, and state the remaining balance accurately.

Remember: A payment draft, zero unapplied amount or attempted attachment is not settlement. If a source relationship or payment result is unclear, keep the exact item open for Finance rather than inventing a match or adding a manual journal.

Continue learning

Optional follow-on: Customer enquiry to delivery.

• Related guide: Deliver and close a scoped customer project
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