Waste CRM
Klau's CRM is not a contact database — it is a network of AI agents that continuously monitor your customers, detect problems before they escalate, and surface opportunities you would miss. This guide covers the dashboard, agents, customer health, and follow-up workflows.
How It Works
Klau runs five AI agents that analyze your customers around the clock. Each agent has a specific job and creates actionable items when it finds something worth your attention.
Always Running: Agents run on schedules (every 30 minutes to daily) and react to events (new orders, completed jobs). No buttons to push.
Actionable, Not Noisy: Every agent action has a severity level (Critical, Warning, Info) and a clear recommendation. No alert fatigue.
Human in the Loop: Agents flag issues and opportunities. You decide what to act on. Nothing happens to customers without your approval.
Learns Your Operation: Health scores and lifecycle stages are computed from your actual data — order frequency, response times, rental durations.
CRM Dashboard
Your CRM dashboard is designed as a morning brief — one screen that tells you what needs attention today.
Customer Health
Breakdown of healthy, watch, at-risk, and dormant customers across your operation.
Agent Activity
What each agent did since your last login — actions created, auto-resolved, needs review.
Needs Attention
Top 10 pending actions sorted by severity. Critical items first.
Additional Dashboard Sections
Zero-Touch Pipeline
Orders flowing through the automated pipeline (submitted to completed) without manual intervention.
Churn Risk
Customers flagged for declining engagement with risk level and primary driver.
Automation Rate
Percentage of agent actions auto-resolved vs requiring human review.
The Five Agents
Each agent is specialized for a different aspect of customer relationship management. They run independently, on their own schedules, and create actionable items when they find something worth your attention.
Relationship Conductor
Runs: Every 30 minutes + on order events
Job: Monitors every customer's health score and lifecycle stage.
Detects: First order milestones, loyalty achievements, dormancy, at-risk transitions, equipment dwell.
Creates: Lifecycle transition alerts, milestone celebrations, dwell warnings.
Revenue Guardian
Runs: Daily
Job: Watches for declining revenue signals across your customer base.
Detects: Significant drops in order frequency, declining average order value, and falling proposal conversion rates.
Creates: Individual signal warnings; escalates to CRITICAL when 2+ signals detected on same customer.
Settlement Autopilot
Runs: Every 2 hours
Job: Quality-checks settlements before they finalize.
Detects: Missing dump tickets after job completion and unusual weight readings that may indicate data entry errors.
Creates: Settlement review actions so you catch problems before invoicing customers.
Demand Shaping Outreach
Runs: Daily at 6 AM
Job: Matches dormant customers to optimal dispatch days using chain forecasts and geography.
How: Analyzes upcoming dispatch forecasts, identifies days where adding orders would improve route efficiency, and matches them to nearby dormant customers.
Creates: Re-engagement opportunities with suggested discount and optimal delivery date.
Communication Weaver
Runs: Continuous (event-driven)
Job: Identifies communication opportunities while preventing message fatigue.
Types: Post-delivery check-in (24h after delivery), rental milestone (day 3), dormant re-engagement (14+ days).
Safety: Blocks outreach if customer received >3 messages in 48 hours or >5 in 7 days.
Customer Health Scores
Every customer gets a health score from 0 to 100, computed by the Relationship Conductor. The score reflects current engagement and is updated every time the agent runs.
What Drives the Score
The health score considers multiple factors from your actual operational data:
- Order history — customers who order regularly score higher than one-time buyers.
- Active rentals — having a dumpster currently on-site indicates high engagement.
- Responsiveness — customers who confirm orders quickly show healthy engagement patterns.
- Recency — recent activity weighs more than historical activity.
Health Tiers
Healthy (70-100)
Active, ordering regularly, no issues. These customers are engaged and happy with your service.
Watch (40-69)
Some signals of declining engagement. Worth monitoring — a proactive check-in can prevent further decline.
At Risk (0-39)
Significant decline in engagement. Needs immediate attention to prevent churn.
Lifecycle Stages
Every customer progresses through lifecycle stages as they interact with your operation. The Relationship Conductor automatically updates stages based on real activity.
Prospect
First Order
Active Rental
Loyal
Completed
Dormant
At Risk
Re-Engaged
Prospect
No orders yet. Just a contact in the system.
First Order
Placed their first order. Critical retention window.
Active Rental
Dumpster currently on-site. Highest engagement.
Loyal
3+ completed orders. Your best customers.
Completed
Has completed orders but no active rental.
Dormant
No activity in 60+ days. Re-engagement opportunity.
At Risk
Health score dropped below threshold. Needs attention.
Re-Engaged
Was dormant, just placed a new order. Celebrate this!
Customer 360
The Customer 360 page gives you a complete view of one customer. Everything Klau knows about them — health, orders, jobs, agent activity, communications, and notes — in one place.
Overview
Health score, lifecycle stage, contact info, key metrics.
Orders
Full order history with status and pricing.
Jobs
Linked dispatch jobs and completion history.
Agent Actions
All agent activity related to this customer.
Communications
SMS and email history.
Notes
Internal notes and activity log.
Follow-ups & Actions
The CRM Follow-ups page shows all pending agent actions across your customer base. This is your single queue for everything that needs attention.
Severity Levels
Critical
Immediate attention needed. Multi-signal at-risk customers, settlement anomalies.
Warning
Should review soon. Single revenue signal, missing dump ticket.
Info
Good to know. Milestone achieved, communication opportunity.
Resolving Actions
Act
You took action — called the customer, adjusted a settlement, sent outreach. Marks the action as ACTED.
Dismiss
Not relevant or already handled. Marks the action as DISMISSED.
Some actions auto-resolve — for example, a customer placing a new order while flagged as dormant.
Daily Workflow Tip
Check the Follow-ups page each morning. Critical actions should be reviewed same-day. Warning actions within 48 hours. Info actions are informational — review when you have time.
Re-Engagement Opportunities
The Demand Shaping Outreach Agent identifies customers who could fill optimal dispatch days. Each opportunity is scored and comes with a clear recommendation.
What Each Opportunity Shows
- Customer name and last order date — how long since they last ordered.
- Suggested delivery date — a high-efficiency day where adding this customer improves route density.
- Suggested container size and material — based on their order history.
- Estimated discount percentage — how much incentive to offer.
- Opportunity score (0-100) — composite of recency, lifetime value, and proximity.
How Opportunities Are Ranked
Each opportunity gets a composite score based on three factors:
Recency
How recently they last ordered. More recent customers are prioritized.
Lifetime Value
Higher-value customers are prioritized for re-engagement.
Proximity
Customers closer to planned job sites on optimal days score higher.
Outreach Suppression
Sometimes you need to pause outreach to a customer — ongoing dispute, bereavement, vacation, or any other reason. Outreach suppression gives you full control.
- Suppress outreach to a customer until a specific date.
- All agents respect suppression — no SMS, email, or agent actions created during the suppression period.
- Navigate to Customer 360 > Actions menu > Suppress Outreach to set it up.
When to Suppress
Use suppression sparingly and always with an end date. Suppression pauses all automated outreach, including agent actions that might catch real problems. Set the shortest reasonable window and let the system resume monitoring automatically.
What's Next?
You now understand how Klau's CRM agents work, how customer health is scored, and how to manage follow-ups. Here are recommended next steps to get the most out of your CRM.
Dispatcher Guide
Learn how CRM enrichment appears on the dispatch board and how agent insights influence daily route planning.
Coaching Scorecard
See how CRM health correlates with operational performance through coaching and CRM correlation analytics.
Storefront Operations
Understand the order lifecycle that feeds CRM data — from storefront submission through settlement.
AI Messaging
Dive deeper into how the Communication Weaver and other agents handle SMS and email outreach.
Klau's CRM Keeps Getting Smarter
As you dispatch more jobs and serve more customers, the agents learn what normal looks like for your operation. Health scores, risk detection, and re-engagement get more accurate over time.