Customer vs. Service Site
A customer is the company or organization you have a business relationship with.
A Service Site is a specific physical location where you provide services for that customer. One customer can have several Service Sites, and each site should represent a location your team needs to manage.
For example, if a hotel group hires your company to maintain plants at three hotels, the hotel group is the customer and each hotel address is a separate Service Site. This distinction matters because instructions, contacts, opening hours, access arrangements, and the work performed can differ from one location to another.
Think of the customer as who you work for, and the Service Site as where the work takes place. Create separate Service Sites for separate physical locations, even when they belong to the same customer.
How Service Sites fit into the system
A Service Site is the location record. Within it, you can configure one or more Services to represent the different types of work your company provides at that location.
Each Service can have its own field inventory and service-related settings.
For example, at the same office building you might provide interior plant maintenance and exterior planter maintenance. These can be set up as separate Services under one Service Site. The physical location stays the same, while each Service describes a distinct part of the work.
Displays, planters, and plants belong to the field inventory of a Service, not directly to the Service Site as a whole. This keeps inventory organized according to the service your team performs.
What information belongs to a Service Site?
The Service Site record brings together the details your office and field team need to work at the location. Depending on your setup, this can include:
Basic information, including the Service Site name, address, reference code, division, and customer industry.
General details and site-specific instructions, such as restrictions or other information the team should know before starting work.
Access instructions, parking instructions, delivery instructions, and water-source details.
Contacts for the location, such as administrative or billing contacts and other relevant people.
The Services provided at the location, along with their related operational information.
Not every field is mandatory. The Service Site name and address are the essential details for creating a site. Reference codes and other details can be added when useful for your business.
How to find and manage Service Sites
Open Service sites in the Back Office to see your locations. Use the search field and available filters to narrow the list. The table shows key details at a glance, and you can adjust its columns to make the information you need easier to see.
Check whether any filters are applied, especially the Status filter. One Big Green shows active Service Sites by default, so inactive sites may not appear in the list. To see all sites, clear the Status filter.
Select a Service Site to open its card. The card brings together the location’s information and provides tabs such as Service Site Info, Visits, Assignments, Issues, Replacements, All Site Notes, Communications, Budgets, and Billing. Use these tabs to review the site setup and its ongoing work.
To maintain a site, open its card and edit the relevant section. Service Site details and instructions are synchronized in real time with the mobile app. If you update site instructions in the Back Office, mobile users can see the changes immediately. Updates made by mobile users are also synchronized back to the Back Office.
Managing a Service Site throughout its lifecycle
Create a Service Site when you begin providing services at a new physical location. Add the Services your company provides there, then build the field inventory under the appropriate Service.
You can fill in additional site details as they become available.
When a customer changes its access arrangements, contact people, or delivery requirements, update the Service Site so the office and field team have current information. If your company stops providing a service at the location, review whether to deactivate the Service, deactivate the Service Site, or remove the site entirely.
If you expect the customer may resume service later, a common approach is to deactivate the Service and the Service Site while keeping their records. This preserves the setup in case the relationship restarts. If the customer relationship has ended permanently and you no longer need the location’s records, you may choose to delete the Service Site instead.
Important: Deleting a Service Site also deletes all upcoming activities scheduled for every Service at that site. This action cannot be reversed. Review the site and its scheduled work carefully before deleting it.
Practical tips
Remember the distinction: the customer is who you work for; the Service Site is where the work takes place.
Create one Service Site per physical location, even when the same customer has multiple locations.
Use a clear, recognizable site name and keep it consistent with the names your team uses in everyday work.
Enter a complete address, including the city and postal code where available.
If a site seems to be missing from the list, check the Status filter before assuming it has been deleted.
Keep access, parking, delivery, and water-source instructions current. Back Office and mobile app updates synchronize in real time.
When service stops, consider deactivation if the customer might return. Delete the site only when you are sure it is no longer needed, and after checking upcoming activities.