Customer lookup

Use Customer Lookup when someone calls, texts, replies to a portal message, or walks in and you need their record quickly. Type at least two characters to start — results appear as you type.

What you can search by

The search box matches customers by name, phone number, or company name. If you are in a multi-shop account, results come back across all selected shops at once.

• Name — first name, last name, or last then first with a comma
• Phone — any partial number, including area code
• Company name — for fleet or business accounts

After you open a customer you can also browse their vehicles, view service history per vehicle, check outstanding recommendations, copy their VIN, and add or edit notes.

What to check after opening a customer

• Confirm you have the right person, especially when family members share vehicles or a name appears more than once.
• Check the vehicle list before discussing approvals or service history.
• Review recent work orders before answering a question or sending a text.
• Look for missing or outdated phone numbers if texting is not working as expected.

Why search results may look wrong

• The customer has more than one record in TRACS.
• The phone number was entered differently on a previous visit.
• The wrong shop is selected in the header.
• A recent TRACS change has not synced yet.